Who pays the return shipping in an online store?

The answer hinges on one thing: whether you informed the customer before the order. It is an economic rule, not a formal one — missing information moves the cost onto you, return after return.

Short answer

Direct return costs fall on the consumer, provided they were informed before the order.
If that information is missing, the return costs stay with the seller.
The refund always includes the standard delivery charge paid at purchase.
The refund must be made within fourteen days of the withdrawal notice.
The seller may withhold the refund until the goods arrive or shipment is evidenced.

Who pays what

Costs when a customer withdraws

Item	Borne by	Condition
Product price	Seller, to be refunded	Always
Initial standard delivery	Seller, to be refunded	Always
Express-delivery surcharge	Consumer	If they chose a more expensive service
Return shipment	Consumer	Only if informed before the order

A practical example

Example: a customer buys an €80 jacket with €6 standard shipping and withdraws. If the terms of sale said the return is at their expense, they get €86 back and pay the return shipment themselves. If the terms did not say so, they still get €86 and you pay the return: across a hundred returns a year that is a cost line worth as much as a platform plan.

Common mistakes

Refunding only the product and keeping the standard delivery charge.
Never stating who pays for the return, then discovering it is you.
Refusing a return because the box is open: trying the product is allowed.
Exceeding the fourteen-day refund deadline while waiting for a parcel already shipped and evidenced.

How 4shopy helps

The return policy is a dedicated page, referenced in the checkout before payment.
Every order records shipment, delivery and withdrawal: the refund is not calculated from memory.
Partial and full refunds are handled from the order, with the linked document.
Customer notifications are sent automatically and stay logged.