This sample policy provides guidance on the procedures to be followed when merchandise (damaged or otherwise) is returned by mail or shipment.

The policy states that a dedicated e-mail box should be provided where a return authorization (RA) can be submitted. The following information MUST be included: product description and product quantity being returned, the reason for return, the name, address, phone/fax number and e-mail address of the person to whom the RA is to be sent. Requests for all returns, including damages, are to be directed to the customer service department. This policy also includes a list of information that must appear on the return request.