Be ready for returns

By Tom Borg

Develop a fair, friendly return policy.

Running a seaside gift shop means serving a mix of vacationers, day-trippers and loyal locals. Every now and then, someone will undoubtedly bring something back. That’s where having a return policy can help.


Whether it’s the wrong size sweatshirt or a chipped ornament, a clear and friendly return policy helps keep both your customers and your bottom line happy.


"A fair, friendly return policy shows confidence in what you sell and care for the people who buy from you."


Crafting a return policy

When writing your return policy, keep it short, clear and easy to find. Train your team so everyone explains it the same way.


You will want to include a few basics in your policy:
  • Time frame: Allow returns within 14-30 days and be a little more flexible during busy tourist months.
  • Condition of items: Returned products should be unused and in their original packaging; note any items that are final sale.
  • Proof of purchase: Require a receipt or digital record to keep things fair and simple.
  • Refund method: Offer refunds, exchanges or store credit depending on the item.

For out-of-town customers, consider a mail-back option or credit by phone or email. A little flexibility can turn a vacation shopper into a repeat online customer.



Keep it warm

Use friendly, conversational wording in your policy. Perhaps try something like, “We want you to love your seaside treasures. If you’re not completely happy, here’s how we’ll make it right.”


Train staff to handle returns with empathy. A smile and helpful tone can turn a refund into a future sale.



A fair, friendly return policy shows confidence in what you sell and care for the people who buy from you. Done right, it can keep your shop running smoothly and help your business stay profitable.




Tom Borg is a business consultant and writer focused on leadership, communication, customer service and the real-world challenges of small business ownership. Reach him at: 734-812-0526, tom@tomborg.com,
www.tomborgconsulting.com