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Free Shipping is a fantastic model if factored in well. You covering the cost of returns entirely seems overly generous. I would expect they cover cost to have the item back to you, and you cover the cost to send the replacement back again providing it meets your return / exchange policy.

In a traditional shop model do they cover your cost in petrol and time to return an item ? Same dif :rolleyes: – maybe if a particular customer expects this and it is worth it long term for your business you could approve this full return costs worn by your business on a per case bases.

The name of the game is to minimise your returns and not to make it even easier, particularly if unnecessary in the first place.