Two pages everyone leaves for later — yet without them your bank will not approve card payments, and some buyers will not finish an order. Here is what they must contain.
Why you need them (three reasons)
- The bank requires them — when you apply for card payments the bank inspects the site: terms, privacy policy, company details, delivery and returns. Without them, no contract.
- Legally — distance sellers have obligations toward consumers; the terms are where those are published
- They sell — a clear returns policy reduces fear: what if it does not fit? is the last question before payment
Terms of use — what goes in
- Who you are: full company name, address, tax number, contact (must be visible!)
- What you sell and how an order is concluded
- Prices: with or without tax, currency, validity
- Payment methods and when you charge
- Delivery: areas, deadlines, cost, who carries it
- Liability and dispute resolution
Returns policy — what goes in
- The deadline and when it starts (from receipt of the parcel)
- The condition: unused, original packaging, with a receipt
- Who pays return shipping — say it plainly, this is the most common argument
- The refund deadline and method
- Exceptions — made-to-order, hygiene and digital products
- The procedure: how to report it (form, email, phone)
Where they belong
Links in the footer of every page (where everyone looks), plus a link at checkout next to the consent box. If the buyer has to hunt for them — it is already too late.
Honestly about copying
Many copy them from another store. The risk: you copy obligations you cannot keep, someone else's name stays in the text (more often than you would think), and they do not cover your specifics. Use them as a skeleton but adapt them to your reality — and if your turnover is serious, they are worth one conversation with a lawyer.
Advice
Write like a human. If it does not fit, return it within 14 days and we refund you within 5 working days beats two pages of legalese nobody reads.
For our clients: when setting up a store we tell you exactly what these must contain for the bank to approve.