Setting up your return rules and return policy

Return rules determine when customers can request returns and how return fees are applied to your store. To allow customers to request returns, you need to turn on self-serve returns in your online store. You can also create a written return and refund 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 preset 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 fulfillment 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.

Set up return rules

  1. From your Shopify admin, go to Settings > Policies.
  2. In the Return rules section, click Manage.
  3. In the Return window section, select how much time a customer has to request a return after an order has been delivered.
  4. In the Return shipping cost section, select how you want to handle return shipping fees. If you chose to charge a flat rate for return shipping, then enter your flat rate.
  5. Optional: To charge a restocking fee, select Charge restocking fee and then add a percentage.
  6. Optional: To select collections or products that aren't eligible for returns as final sale items, do the following:
    1. In the Final sale items section, select Specific collections or Specific products.
    2. Click Add final sale item or Add final sale collection to add final sale products or collections.
    3. Select collections, products, or product variants, and then click Add.
  7. Click Save.
  8. Click Turn on.

Create a written return and refund policy

You can also add or generate a written return and refund policy for your store. You can use HTML in the content of your store policies. The generated policy doesn't automatically include the return rules you set up.

A return and refund policy template can be generated only in English and for checkouts that are set to English language. If you operate your store in another language, then you need to create your own policy. Contact a local law expert for help.

Although Shopify can generate a template policy, you're responsible for following your published policy. Review your policy carefully before adding it.

Steps:

  1. From your Shopify admin, go to Settings > Policies.
  2. In the Written policies section, click Return and refund policy.
  3. Enter your store's return and refund policy, or click Insert template to generate the default template. Use the rich text editor to add style and formatting to your policy, and to add links and images.
  4. Review your return and refund policy and make any changes.
  5. Click Save to publish your return and refund policy.

After you add your return and refund policy, it's automatically linked in the footer of your checkout pages. Customers might need to view your policies before they check out, so it's a good idea to link your return and refund policy in your store navigation.

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