Were Free Returns Ever Really Free?

In this episode of Make Good Things Happen, Angela and Renée unpack a shift in online retail that’s changing how makers approach e-commerce: the decline of free returns.

If “free” was never really free, what does that mean for your business?

Starting with a recent article on retailers moving away from free returns, our gals explore what’s driving the change and why customers are increasingly valuing smooth, reliable post-purchase experiences over cost-free convenience. They dive into the realities of shipping costs, the environmental impact of returns, and the growing importance of logistics, tracking and after-sales systems.

Along the way, they discuss what this shift means for makers competing with large retailers, how returns policies can become a strategic decision rather than a default, and why reducing friction after the sale matters more than ever.

We also share a round-up of upcoming markets and events across Australia, along with opportunities for makers to apply for exhibitions, grants and markets. Whether you’re looking to shop, exhibit or do a bit of research, there’s plenty happening.

Segments include:

• From Scroll to Cart
• Events Breakdown
• Making News
• This Week I…

We chat about:

• Why free returns are disappearing
• What customers actually value now
• How your returns policy impacts your bottom line
• Why a smooth post-purchase experience matters more than ever
• Upcoming markets, events and opportunities for makers

Head to the MGTH website for show notes, transcripts and links.

Instagram: @mgth.com.au

Brand artwork by Mel Baxter Moonshine Madness

Brand photography by Maja Baska Photography

We acknowledge the Traditional Custodians of the land on which we produce this podcast, that of the Wadawurrung People, as well as the Gayamaygal and Garigal people. We pay our deepest respects to Elders past and present.

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