How should I set my store policies?
Setting up an online store to sell your products involves a crucial step: defining and communicating your store policies to your customers. By establishing clear and transparent store policies, you inform your customers, safeguard your store, and remove uncertainties when addressing any issues that customers may encounter.
In this article:
Store policy basics
We highly recommend aligning your store policies as closely as possible with the Printful policies. This helps in reducing or minimizing any expenses related to potential issues. However, the extent to which you can customize your store policies will depend on your chosen sales channel.
| Stand-alone store (Shopify) | Marketplace (Etsy) |
| You have complete control over your store policies. | You are required to abide by the policies of the marketplace and have limited flexibility. |
| Policies are usually added as seperate pages in the footer of the store. | Store policies will usually be displayed within a seperate tab in each product listing. |
| The sales channel typically provides some policy templates to help you get started. | The privacy policy and terms of service of the marketplace will apply, no setup is needed. |
Refund and return policy
It’s advisable to closely align your store’s return policy with Printful's. When it comes to refunds and returns, consider adding information about these topics:
- Cancellations
- Issue reporting timeframes
- Damaged/defective product policy
- Non-defective return/exchange policy
- Refund timeframe
- Support contacts
Shopify return policy
When setting up a stand-alone store, you are in charge of choosing your store’s return policy. We highly recommend aligning your store’s policy with the Printful return policy. However, the choice is yours if you prefer to implement a more flexible return policy and absorb the related expenses. You also have the option to set up a custom return address.
Etsy return policy
Each seller on Etsy is responsible for setting their own policies regarding refunds, exchanges, and returns, which should be clearly outlined in the Shop Policies. We highly recommend aligning your store’s policy with the Printful return policy.
However, please keep in mind that every purchase made on Etsy is protected by Etsy’s Purchase Protection program. In situations where a customer’s expectations are not met and the seller is unable to resolve the issue within 48 hours, Etsy will step in to provide support.
| Return policy | Defective products | Non-defective products |
| Etsy | 180 days* | Set by the seller |
| Printful | 30 days** | n/a |
* Starting from the date of the transaction.
** Starting from the moment the package status is updated to “Delivered” in Printful. Only photos are required; the products don’t need to be returned.
Shipping policy
It’s advisable to closely align your store’s shipping policy with Printful’s. The general and country-specific requirements are described in this article. When it comes to shipping, consider adding information about these topics:
- Order processing time
- Shipping times
- Shipping costs
- International shipping
- Customs fees
- Lost and returned order policy
- Additional information or requirements
Privacy policy
For standalone stores, there is usually a standard template available. For marketplaces, the privacy policy of that marketplace will apply.
Terms of service
For standalone stores, there is usually a standard template available. For marketplaces, the terms of service of that marketplace will apply.