In a recent article on Practical Ecommerce, Armando Roggio (@ecommerceboy) discusses why Zappos has free and easy returns.

"Shoppers have generally come to expect online stores to offer returns, refunds, and exchanges for items that are defective, damaged, or otherwise not as expected. And when retailers don’t have a liberal return policy, some shoppers may simply choose to make purchases on another site."

Furthermore, Roggio points out 4 things to consider when forming your return policy:

1. A return policy is a long term strategy that effects the customer relationship
2. Free and easy returns drives repeat purchases 
3. Return policies should be written for customers, not lawyers
4. Aim for a friction free buying experience

In addition, a free and easy return policy helps to alleviate some of the more common reasons why people don't buy online. The top e-commerce fears are:

1. Fear of credit information being stolen
2. It's not a real store
3. I can't tell what the product is really like
4. Needing help from a salesperson
5. You'll sell my information
6. Not being able to track orders
7. If I don't like it, I'll be stuck with it