Consumer-protection compliance

India's Consumer Protection (E-Commerce) Rules, 2020 expect online stores to:

• show their return, refund and exchange policy clearly before purchase;
• say how long refunds take and how they are paid;
• not refuse returns of goods that are defective, deficient or not as described;
• give the seller's details and a grievance contact.

How to set this up in CartWhizz

1. Write the policy on a page (My store → Pages) and link it in the footer and on product pages.
2. Make Return Window (days) match the policy.
3. Add return reasons that cover defects (Damaged, Defective, Not as described), and approve those even outside a "change of mind" window.
4. Reply to every request within a day or two, and keep notes on each return.

Rules differ by product (for example, perishables, innerwear and personalised items are often non-returnable). State such exceptions in your policy. If you sell abroad, check local rules too.