The returns portal: What urban Indians want from retailers' returns policies
The returns portal More than 8 in 10 urban Indian online shoppers say that a free return policy is important when choosing an online retailer (85%)
Pre-digital online shoppers are significantly more likely to say that the free returns policy is important (+9 percentage-points compared to digital generation online shoppers).
How important or unimportant is a free return policy when choosing an online retailer?
YouGov Surveys, February 14 - March 6, 2025. Urban Indian online shoppers by generation n> 300 Digital generation: Born 1981 or later. Pre-digital generation: Born 1980 or before
How likely or unlikely are you to shop with a retailer that does not offer free returns?
of urban Indian online shoppers answered: "Unlikely"
YouGov Surveys, February 14 - March 6, 2025. Urban Indian online shoppers n> 300
The returns portal
Do urban Indian online shoppers click away due to returns policies?
6 in 10 Indian online shoppers have abandoned an online purchase because of concerns about the return policy. Digital generation online shoppers are significantly more likely to have abandoned an online purchase compared to pre-digital generation online shoppers. (+8 percentage-points).
Have you ever abandoned an online purchase due to concerns about the return policy?
YouGov Surveys, February 14 - March 6, 2025. Urban Indian online shoppers by generation n> 300 Digital generation: Born 1981 or later. Pre-digital generation: Born 1980 or before
Which aspects of a returns policy are most important to you? Please select up to 3 options
Free returns
Immediate refunds
Pick up by courier is available
A convenient return drop-off location
Longer return window
Pre-printed/barcode return label
YouGov Surveys, February 14 - March 6, 2025. Urban Indian online shoppers n> 400. Don't know and none of these not shown.
The returns portal
of online shoppers expect a refund immediately after returning an item
Digital generation online shoppers are significantly more likely to expect the refund immediately compared to pre-digital generation online shoppers (+7 percentage-points).
How quickly do you expect a refund after returning an item?
YouGov Surveys, February 14 - March 6, 2025. Urban Indian online shoppers by generation n> 300 Digital generation: Born 1981 or later. Pre-digital generation: Born 1980 or before
