Returning unsellable or restricted items to Shopify Fulfillment Network
This page was printed on Mar 22, 2023. For the current version, visit https://help.shopify.com/en/manual/shipping/shopify-fulfillment-network/returns/unsellable-and-restricted-items.
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:
Apparel products
Criteria for unsellable apparel products
Apparel type |
Unsellable condition |
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
|
Clothing - trousers |
- Missing buttons
- Missing or faulty zippers
- Ripped seams or hems
- Tears
- Stains
- Odor
- Missing tags
- Missing branded packaging
|
Intimates and swimwear |
- Packaging is no longer sealed
- Hygiene label or liner is missing or broken
|
Hats |
- Missing or worn snaps
- Missing or worn patches or embroidery
- Ripped seams or hems
- Tears
- Stains
- Odor
|
Shoes |
- Missing dunnage in shoe or shoe box
- Damaged shoe laces
- Dirty shoes
- Missing label
- Damaged shoe box
- Excessively worn treads
- Odor
|
Gloves |
- Worn
- Stained
- Incomplete set
- Odor
|
Pet apparel |
- Odor
- Tags removed
- Ripped seams or hems
- Tears
- Stains
- Residual pet fur left on product
|
Fashion accessory products
Criteria for unsellable fashion accessory products
Accessory type |
Unsellable condition |
Handbags |
- Missing label
- Missing strap
- Ripped seams or hems
- Tears
- Stains
- Worn
- Scratches
- Missing branding
- Missing or damaged custom packaging
- Missing components
|
Jewelry |
- Missing parts
- Missing label or tag
- Broken clasps
- Missing or damaged custom packaging
- Dirty or blemished metals
|
Piercing jewelry |
|
Watches |
- Missing parts
- Missing label or tag
- Scratches
- Missing or damaged custom packaging
|
Glasses |
- Scratches
- Bent or damaged
- Missing label or tag
- Missing accessories
- Missing or damaged custom packaging
|
Health and beauty products
Criteria for unsellable health and beauty products
Health and beauty product type |
Unsellable condition |
Cosmetics and skin care |
- Unsealed or opened
- Missing or damaged custom packaging
|
Electronics products
Criteria for unsellable electronics products
Electronics type |
Unsellable condition |
Home appliance |
- Damaged or compromised packaging
- Missing components
- Damage to product
|
Computer equipment |
- Damaged or compromised packaging
- Missing components
- Damage to product
|
Headphones |
- Damaged or compromised packaging
- Missing components
- Signs of use
|
Toys |
- Damaged or compromised packaging
- Missing components
|
Home goods products
Criteria for unsellable home goods products
Home goods type |
Unsellable condition |
Kitchenware |
- Damaged or compromised packaging
- Missing components
- Damage to product
|
Furniture |
- Damaged or compromised packaging
- Missing components
- Damage to product
|
Bedding |
- Damaged or compromised packaging
- Missing components
- Dirty
- Stains
- Odor
|
Books |
|
Tools |
- Damaged or compromised packaging
- Missing components
- Damage to product
|
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 items |
Example products |
Health and beauty |
Skin care, cosmetics |
Intimates |
Underwear, bras, lingerie, swimwear |
Medical devices |
Piercing jewelry, menstrual cups |
Consumables |
Nutritional supplements, teas |