Returning unsellable or restricted items to Shopify Fulfillment Network

When returns arrive at a Shopify Fulfillment Network (SFN) fulfillment center, SFN personnel inspect the products to determine whether they are in a sellable condition. A product is considered unsellable based on the following criteria:

Unsellable product conditions

SFN personnel use different criteria to determine if a product is unsellable based on the product type and material. The returned item will be inspected either as a closed box inspection or item inspection.

Closed Box inspection

When a returned item arrives and appears to be in the original packaging in a box or closed container it will receive a closed box inspection. Closed box inspection involves:

  • Basic inspection for damages to exterior packaging to ensure the product does not appear used.
  • Basic check for accessories and components that are required. The team will use their best judgment based on product image and/or product description in determining whether all components are present. If the team is unable to confirm all components are available, the item will be disposed.
  • Check to see if box seals/stickers have been removed
  • Check to see if an item is unidentifiable (does not match the return order details + no visible barcode on the item) it will be disposed of.

Item inspection:

When a returned item arrives in a polybag or not in a sealed container it will receive an item inspection. An item inspection involves:

  • Basic check to see if SKU barcode is present. Basic check to see if poly-bagging is present and appropriate (if applicable)
  • Check to see if box seals/stickers on SKUs have been removed
  • Check to see for any visible damages, dirt, dust
  • Check for non-sellable depending on product type (see below)

Apparel products

Criteria for unsellable apparel products
Apparel typeUnsellable condition Rework Services
Clothing - shirts
  • Missing buttons
  • Missing or faulty zippers
  • Ripped seams or hems
  • Tears
  • Stains
  • Odor
  • Damaged screen printing or embroidery
  • Missing tags
  • Missing branded packaging
  • Labeling
  • Folding
  • Polybagging
Clothing - trousers
  • Missing buttons
  • Missing or faulty zippers
  • Ripped seams or hems
  • Tears
  • Stains
  • Odor
  • Missing tags
  • Missing branded packaging
  • Labeling
  • Folding
  • Polybagging
Intimates, wigs, and swimwear
  • Packaging is no longer sealed
  • Hygiene label or liner is missing or broken
Restricted return item, this is not eligible for rework
Hats
  • Missing or worn snaps
  • Missing or worn patches or embroidery
  • Ripped seams or hems
  • Tears
  • Stains
  • Odor
  • Labeling
  • Folding, if applicable
  • Polybagging, if applicable
Shoes
  • Missing dunnage in shoe or shoe box
  • Damaged shoe laces
  • Dirty shoes
  • Missing label
  • Damaged shoe box
  • Excessively worn treads
  • Odor
  • Labeling
  • Light wiping
  • Simple reboxing to original boxing
  • Tissue paper or dunnage replacement
Gloves
  • Worn
  • Stained
  • Incomplete set
  • Odor
  • Labeling
  • Folding, if applicable
  • Polybagging, if applicable
Pet apparel
  • Odor
  • Tags removed
  • Ripped seams or hems
  • Tears
  • Stains
  • Residual pet fur left on product
  • Labeling
  • Folding
  • Polybagging

Fashion accessory products

Criteria for unsellable fashion accessory products
Accessory typeUnsellable condition Rework Services
Handbags
  • Missing label
  • Missing strap
  • Ripped seams or hems
  • Tears
  • Stains
  • Worn
  • Scratches
  • Missing branding
  • Missing or damaged custom packaging
  • Missing components
  • Labeling
  • Light wiping
  • Simple reboxing to original boxing
  • Tissue paper or dunnage replacement
Jewelry
  • Missing parts
  • Missing label or tag
  • Broken clasps
  • Missing or damaged custom packaging
  • Dirty or blemished metals
  • Labeling
  • Polybagging
Piercing jewelry
  • Opened packaging
Restricted return item, this is not eligible for rework
Watches
  • Missing parts
  • Missing label or tag
  • Scratches
  • Missing or damaged custom packaging
Labeling
Glasses
  • Scratches
  • Bent or damaged
  • Missing label or tag
  • Missing accessories
  • Missing or damaged custom packaging
Labeling

Health and beauty products

Criteria for unsellable health and beauty products
Health and beauty product typeUnsellable conditionRework Services
Cosmetics and skin care
  • Unsealed or opened
  • Missing or damaged custom packaging
Labeling

Electronics products

Criteria for unsellable electronics products
Electronics typeUnsellable conditionRework Services
Home appliance
  • Damaged or compromised packaging
  • Missing components
  • Damage to product
  • Labeling
  • No testing or charging offering
Computer equipment
  • Damaged or compromised packaging
  • Missing components
  • Damage to product
  • Labeling
  • No testing or charging offering
Headphones
  • Damaged or compromised packaging
  • Missing components
  • Signs of use
  • Labeling
  • No testing or charging offering
Toys
  • Damaged or compromised packaging
  • Missing components
  • Labeling
  • No testing or charging offering

Home goods products

Criteria for unsellable home goods products
Home goods typeUnsellable conditionRework services
Kitchenware
  • Damaged or compromised packaging
  • Missing components
  • Damage to product
Labeling
Furniture
  • Damaged or compromised packaging
  • Missing components
  • Damage to product
  • Labeling
  • Light cleaning
Bedding
  • Damaged or compromised packaging
  • Missing components
  • Dirty
  • Stains
  • Odor
  • Labeling
  • Light cleaning
Books
  • Damaged pages or binding
Labeling
Tools
  • Damaged or compromised packaging
  • Missing components
  • Damage to product
Labeling

Consumables

Criteria for consumables
Consumable product typeUnsellable conditionRework Services
Food Product is non-restockable Restricted return item, this is not eligible for rework
Pharmaceuticals/Supplements
  • Damaged packaging
  • Missing literature (if applicable)
  • Unsealed
  • Expired
Labeling
Beverages Product is non-restockable Labeling

Restocking rules for restricted products

For health and safety reasons, some products can only be restocked at SFN fulfillment centers if they are in unopened, brand new condition. If restricted products are returned in an opened or used condition, then these products are disposed of during inspection.

Restricted products include the following categories.

Restricted products for returns to SFN
Category of restricted itemsExample products
Health and beautySkin care, cosmetics
IntimatesUnderwear, bras, lingerie, swimwear
Medical devicesPiercing jewelry, menstrual cups
ConsumablesNutritional supplements, teas
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