Picto thématique

Rule n° 50 - The address and the terms and conditions for returns are indicated before the final validation of the return order.

Internet users who want to return a product have several questions. Who will pay for the return costs? To what address should the product be sent? In what form should it be sent? Plan the answers to these questions and make them available on your site.

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  • Allow users to plan ahead in case of any problems with the use and/or operation of the good or service.
  • Reduce the strain on customer service.


Show, at least in the terms and conditions, information on the conditions for return of the products sold (address, who pays the shipping costs, type of package expected).


On at least one of the following pages: terms and conditions, terms of service, home page, legal notices page, the product page, the about page or the help page:

  • Check that there is information on the conditions of return of the products sold (address, who pays the shipping costs, type of package expected).

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Business application and benefits

The rules should be applied to your projects from the design phase through to post-implementation , and they should be understood by all professionals with web and customer experience (CX) responsibilities: from strategy to operations, marketers to project managers, and editorial to technical staff. The benefits of using this ruleset are numerous, including improving customer satisfaction, web performance, and e-commerce, and expanding your client base, while also decreasing your errors and costs.

Multidisciplinary verticles - accessiiblity, SEO, e-commerce, ecodesign etc..- starting from the foundational Opquast base.

The objective of these rules and the Opquast community mission is ‘making the web better’ for your customers and for everyone! Opquast rules cover the key major areas of risk that can negatively affect website users such as privacy, ecodesign, accessibility and security.

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