This thesis investigates the role of return policies in fostering customer loyalty within the Scandinavian interior design e-commerce sector. An inductive approach, including focus group interviews and analysis of company return policies. The findings highlight the importance of transparent, accessible, and customer-friendly return policies in building trust and loyalty. Additionally, the study examines return policies' social, ethical, and sustainable implications, providing insights for retail managers on co-creating corporate social responsibility (CSR) and balancing with suppliers. The research concludes that profitability, transparency, inclusiveness, and sustainability are essential for long-term business success in e-commerce. The study also recommends future research directions, including incorporating expert interviews to explore these dynamics further.