The returns portal: What Australians want from retailers' returns policies
The returns portal 8 in 10 online shoppers in Australia say that a free return policy is important when choosing an online retailer
This increases to 83% among Gen X & Baby Boomer+ online shoppers.
How important or unimportant is a free return policy when choosing an online retailer?
YouGov Surveys, February 14 - March 6, 2025. Australian online shoppers by generation n> 350
How likely or unlikely are you to shop with a retailer that does not offer free returns?
of Australian online shoppers answered: "Unlikely"
of Gen Z & Millennial online shoppers answered: "Unlikely"
of Gen X & Baby Boomer+ online shoppers answered: "Unlikely"
YouGov Surveys, February 14 - March 6, 2025. Australian online shoppers by generation n> 350
The returns portal
Do Australian online shoppers click away due to returns policies?
4 in 10 Australian online shoppers have abandoned an online purchase because of concerns about the return policy. Gen Z & Millennial online shoppers are significantly more likely to have abandoned purchases compared to their Gen X & Baby Boomer+ counterparts.
Have you ever abandoned an online purchase due to concerns about the return policy?
YouGov Surveys, February 14 - March 6, 2025. Australian online shoppers by generation n> 350
Which aspects of a returns policy are most important to you? Please select up to 3 options
Free returns
Immediate refunds
A convenient return drop-off location
Pre-printed/barcode return label
Pick up by courier is available
Longer return window
YouGov Surveys, February 14 - March 6, 2025. Australian online shoppers n> 800. Don't know and None of these not shown.
The returns portal
of online shoppers expect a refund immediately or within 1-3 days
This increases to 76% among Gen Z & Millennial online shoppers.
How quickly do you expect a refund after returning an item?
YouGov Surveys, February 14 - March 6, 2025. Australian online shoppers by generation n> 350
