Return Policy

Return rules

You can set up return rules that are automatically applied to an order when customers place their orders. An order's return rules then apply when customers request returns from your store. An estimated refund is displayed to your customers based on your return rules.

Customers can only submit return requests for items that are eligible under the rules you set up. This lets you have more control over return requests and prevents your customers from requesting returns for items that aren't eligible based on your return policy.

Self-serve returns need to be turned on to use return rules. This lets your customers request returns from their accounts, where return rules display eligible items and return fees.

Your default return rules apply to most items and include the following types of return rules:

  • return window
  • return shipping costs
  • restocking fee

You can also define final sale items that are exceptions to your default return rules.

Return window

Select a present return window, or enter a custom number of days. You can select one of the following options:

  • 14 days
  • 30 days
  • 90 days
  • Unlimited
  • Custom days

Return window starts on the item's delivery date. If the delivery date is unavailable, then the return window starts on the item's fulfilment date plus a buffer for transit time.

Return shipping costs

You can choose how you handle return shipping costs by selecting one of the following options:

  • offer free return shipping
  • add a flat rate return shipping fee that's charged one time per return
  • have your customer buy their own return shipping label

The return shipping fee is displayed when you create a return. You can edit the return shipping fee for a specific return.

Restocking fee

Choose whether you want to charge a restocking fee that is a percentage of the return. If activated, then a restocking fee is displayed to your customers.

The restocking fee is displayed when you create a return. You can edit the restocking fee for a specific return and edit it by item.

Final sale items

You can choose which products or collections aren't eligible for returns as final sale items. Your customers can't submit return requests for final sale items. Examples of final sale items might be products that can't be returned, such as perishable, custom, or personal care items, or items with large discounts.

You can include multiple products or collections to the final sale item exceptions, but not both.

Note

Return rules are saved to the order at the time the order is placed. Changes to your return rules are applied to future orders. Changes aren't applied to previous orders so that customers aren't surprised after placing an order.