DRAFT — NOT LEGAL ADVICE. This is a skeleton to write over, not a policy. Nothing here has been reviewed by a lawyer and nothing on this page states a fact about this business. Consult a qualified lawyer for a legal opinion before you publish it.
Terms of Sale
1. Who you are buying from
Your registered business name, your registered address, and your GSTIN. The same GSTIN that appears on your tax invoices.
2. When an order becomes an order
Whether paying places the order or offers to buy it, and what happens when you cannot fulfil one.
3. Prices, tax and payment
The currency, whether prices include GST, which payment methods you take, and what you do about a price listed in error.
4. Delivery
How long you take to dispatch, how long delivery takes, where you ship to, and who carries the risk once a parcel is with the courier.
5. Cancelling, returning and exchanging
Your returns window and where it starts. Say plainly how a sealed or opened item is treated, and how long a refund takes.
6. Damaged or wrong items
How long a shopper has to tell you, what you need from them, and who pays the return postage.
7. Store credit, points and gift cards
What each one can be spent on, whether it expires, and that none of them converts back to cash.
8. Offers and discount codes
Whether codes combine, and what happens to an order placed before an offer was withdrawn.
9. Your account
What you expect of the account holder, and the grounds on which you would suspend an account.
10. About the products
Batch variation, what the product is not for, and how it should be stored. Anything measurable you claim, say how you measured it.
11. Our content
What on the site is yours, and what a visitor may do with it.
12. Where our responsibility ends
Keep this proportionate, and say that it does not limit anything the law does not allow to be limited.
13. Law, and how to complain
The governing law and the courts. Name a Grievance Officer with an email and a phone number — the Consumer Protection (E-Commerce) Rules 2020 require it published, acknowledged inside 48 hours and resolved inside a month.