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:

The product meets the unsellable product conditions for it's product type. For example the product is stained, or is missing components.
The product is open or in a used condition, and is a restricted product.

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 type	Unsellable 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 type	Unsellable 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 type	Unsellable condition	Rework Services
Cosmetics and skin care	Unsealed or opened Missing or damaged custom packaging	Labeling

Electronics products

Criteria for unsellable electronics products
Electronics type	Unsellable condition	Rework 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 type	Unsellable condition	Rework 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 type	Unsellable condition	Rework 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 items	Example products
Health and beauty	Skin care, cosmetics
Intimates	Underwear, bras, lingerie, swimwear
Medical devices	Piercing jewelry, menstrual cups
Consumables	Nutritional supplements, teas