{
  "id": "POL-206",
  "slug": "pol-206",
  "title": "A retail brand's terms should cover shipping and returns",
  "statement": "The terms of service must include a section covering shipping, returns, refunds and cancellations, or links to those pages.",
  "rationale": "These are the terms customers actually look for, and for a messaging programme they are frequently the subject of the messages — an order update points at a delivery promise that has to exist somewhere. A link to a dedicated page is fine; silence is what leaves the business with no stated policy at the moment it is being asked to honour one.",
  "layer": "POLICY_PAGE",
  "layerSlug": "policy-page",
  "object": "terms of service body",
  "severity": "LOW",
  "detectability": [
    "CRAWL"
  ],
  "failureClass": "TERMINAL_POLICY",
  "artifact": "sms_terms",
  "authorities": [
    "TCR"
  ],
  "applicability": {
    "verticals": [
      "RETAIL"
    ]
  },
  "applicabilityText": "Applies when the vertical is RETAIL.",
  "universal": false,
  "remediation": "Cover the four, or link the pages that do. Done when a customer reading the terms can find the returns window.",
  "example": "Shipping, returns and refunds are covered at acmecoffee.com/shipping and acmecoffee.com/returns, which form part of these terms.",
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/policy-page/pol-206/",
  "markdown": "https://ekas.io/rules/10dlc/policy-page/pol-206.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}