E-shop terms and conditions are a document that governs the relationship between the seller and the customer and at the same time fulfils information obligations towards the consumer. They must include identification of the seller, including address and contacts, a description of the ordering procedure and contract conclusion, information on price including all fees, methods of payment and delivery with deadlines, instructions on the right to withdraw from the contract including the form and exceptions, a complaints procedure with liability for defects, information on alternative dispute resolution, and a link to the privacy policy. Copying terms and conditions from another e-shop is common and risky, since they contain data and processes that do not apply to your company. The terms and conditions must be accessible before the order is completed, and their wording is archived.
See also: Returns and their cost, Complaints process as marketing, Trust signals.
