Returns and Refunds: A Policy That's Fair to Buyers and Survivable for You
A one-page returns policy prevents the argument you don't want to have over WhatsApp at 11pm. Here's what to put in it, how to handle the three awkward cases, and why “no refunds” costs more than it saves.
7 August 2026 · 3 min read
Most small stores write a returns policy in the middle of a disagreement, which is the worst possible time: you are annoyed, the buyer is annoyed, and neither of you is reading carefully. Write it once, while nothing is wrong, and put it where buyers see it before they pay.
The short version
- Write it before you need it
- Window, condition, who pays postage
- Decide damaged and wrong items fast
- Keep the promise you publish
The four clauses that matter
| Clause | What to say |
|---|---|
| Time window | How many days after delivery a return can be requested |
| Condition | Unused, tags on, original packaging — be specific |
| Postage | Who pays return shipping, and when you refund it |
| Refund method | Original payment method, store credit, or exchange |
Everything else is detail. If those four are clear, most conversations end in one message. If any of them is vague, the buyer fills the gap with the answer that suits them — and now you are negotiating instead of applying a rule.
Know where the law sits
Malaysian consumer law gives buyers real rights, and the Tribunal for Consumer Claims handles disputes up to RM50,000 without a lawyer. A policy cannot take those rights away — it should sit alongside them. When in doubt, check with KPDN before publishing wording that sounds absolute.
The three awkward cases
Decide same day
It arrived damaged
Ask for a photo, then replace or refund without arguing about who is at fault. Claim from the courier on your own time — the buyer should not be the one chasing the courier.
Decide same day
You sent the wrong item
Apologise, send the right item or refund, and cover the return postage. This is your error, and the cheapest way to keep the customer is to own it immediately.
Apply the published window
They simply changed their mind
If your policy allows it within the window and the item is resellable, accept it. If not, say so kindly and point to the policy they saw at checkout.
Before you publish your policy
- The window is a number of days, counted from delivery
- The condition is described concretely (tags, packaging, unwashed)
- It says who pays return postage
- It says when the refund is issued — after inspection or immediately
- Exclusions are listed (hygiene items, custom orders, sale items)
- A link sits on every product page, not only in the footer
Why “no refunds” costs more
A blanket no-refund line does not stop refund requests. It stops the buyers who read policies — the careful ones — from buying at all, while the rest simply open a dispute, leave a review, or message you until you give in anyway. The store ends up paying the same money and losing the goodwill too.
A workable middle ground: accept unused returns within a short window, keep sale and hygiene items out of it, and be generous exactly where the fault is yours. That is a policy you can actually keep, which is the only kind worth publishing.
Put the products in front of buyers
A Tokoo store gives every product a gallery, variants and a checkout — so the photos you take actually get used.
See plansFrequently asked questions
Do I have to accept returns in Malaysia?+
Not every change-of-mind return, but buyers do have statutory consumer rights, and a policy cannot remove them. Damaged, faulty or wrongly described goods are a different matter from a buyer simply changing their mind — decide those in the buyer's favour and check KPDN guidance for the detail.
Who should pay return shipping?+
If the item was damaged, faulty or wrong, you should — it is your error and arguing about it costs more than the postage. If the buyer changed their mind, it is normal and defensible to ask them to cover the return.
How fast should I refund?+
State a number and stick to it — for example, within three working days of receiving the return. The exact window matters less than the refund arriving when you said it would.
Sources
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