An online shop in India has to tell a customer who it is, how to reach it, what happens if something comes back, and who handles a complaint. Your shop now has a template for each of those pages. You fill in the blanks in your own words, read the finished document, and approve it in your own name — and only then does it appear on your shop.
We do not write your policies. The templates give you the questions, in the order worth answering them in. Every promise in the finished page — how many days a customer has to return something, how you refund, who pays the postage back, whose courts settle a dispute — is an answer you typed. If the business can afford it, have a lawyer read what you write.
Open Policies on your shop
Go to your shop and choose the Policies tab. Six documents are listed: terms of sale, returns, delivery, cancellations, privacy, and how to raise a complaint. Three of them — terms, privacy and returns — are marked needed to go live.Type your business details once
The panel on the right starts with your business’s own details: your registered legal name, your street address, your customer care email and telephone, and the person who handles complaints. These appear in every one of the six documents, so you type them once and a correction reaches all six.
The customer care email and phone are your business’s — not the ones you sign in with. We do not publish your login details on your shop.Fill in the blanks for one document
Pick a document and answer its questions underneath. The page on the left redraws as you type. Anything you have not answered shows as an underlined blank, exactly where it would appear to a customer — we never fill a blank in with a guess, because a number we chose would read like a promise you made.Save it
Save this document keeps your answers. Nothing is on your shop yet, and you can come back to a half-finished document as often as you like.Read it, then approve it in your own name
When there are no blanks left, read the document on the left. If it says what your business means, type your name and choose Approve and publish to my shop. We record who approved it, when, and exactly which words — so there is a record of the wording a person in your business stood behind.
Why you cannot publish a page with a blank in it
A blank that reached your shop would be published as a blank: a customer would read “you can return an item within ____ days”, and nobody — you included — would know what you had agreed to. So approval is refused while any required question is unanswered, and the questions still waiting are named.
If the page is changed after you approved it
A policy page can also be edited by hand on the Pages tab. If what is on your shop stops matching the wording you approved, the Policies tab says so and asks you to read it and approve it again. It is not a fault — it is the one thing you would want to be told, because the words a customer reads are the words you are held to.
If you change your answers after publishing, your shop keeps showing the version you approved until you approve the new one. The tab tells you there are changes your customers cannot see yet.
Taking a policy back off your shop
Take it off my shop removes the page from your shop and keeps your answers and your approval. You can put it back without anyone having to read it again. If it is one of the three needed to go live, your shop goes back to being a draft until you publish it again.
Your shop cannot open without three of them
A shop goes live only when its terms, privacy and returns pages are published. The other three — delivery, cancellations and complaints — are not required to open, and we recommend them: a customer who cannot find your delivery times usually does not ask, they just leave.
If you try to open your shop without one of the three, the message names the missing page and offers Write it now, which takes you straight to that template. You do not have to go looking.
Where a complaint goes
India’s e-commerce rules ask an online seller to name the person who handles complaints and say how to reach them. That person is recorded against your business with the date they took the role, so when somebody else takes it over, the record of who held it before is kept. Give them an email address, a telephone number, or both — a named officer nobody can reach is not a complaints channel, and we will not let you publish one.
Where your goods came from
An online shop also has to show the country of origin of what it sells. That is on each item, under Items — two letters, IN for India, CN for China. Leave it blank if you do not know yet and your shop says it is not stated, rather than assuming.
What this is not
These templates are a starting structure, not legal advice, and they have not been reviewed by a lawyer for your business. They make a document complete and consistent; they cannot make it right for a particular trade, a particular product or a particular customer. Four sentences in the documents are ours rather than yours — two that point from one of your pages to another, and two that restate what the data-protection law itself says about consent. Everything else that makes a promise is something you wrote.