Your returns policy

Orders → Returns Policy decides what your store does with cancellation, return and exchange requests. Whether a particular product can come back at all is set on the product form (Returnable, Exchangeable, Cancellable); this screen sets everything else.

What customers can do#

• Allow cancellations
• Allow returns
• Allow exchanges

With everything off, customers cannot cancel, return or exchange anything — you can still cancel orders yourself from the order screen.

Cancellations#

• Cancellable while the order is — tick the statuses: Pending, Confirmed, Shipped, Out for delivery. Once the order moves past every ticked status, the Cancel button disappears. Delivered orders come back as a return, not a cancellation.
• Cancellation window (hours) — an extra limit: how long after ordering a customer may still cancel. Leave blank for no time limit.

Windows and approval#

• Default return window (days) and Default exchange window (days) — used only when a product has no window of its own.
• Who approves requests? — Auto-approve anything inside policy, or Every request needs my approval.
• What does an exchange do? — Swap a variant of the same product (no price difference), Any product, settling the price difference, or No swap — issue store credit to re-order.

Refunds#

• How are refunds issued? — Back to the original payment method, Manually (I settle and record it), or As store credit. COD orders always fall back to a manual refund.
• If the gateway fails — Fall back to a manual refund, so the customer is still paid.
• When is a return refund released? — After the goods are back and pass inspection (safest), As soon as the courier collects, or Immediately on approval.
• Shipping on a cancellation — Refund it or keep it.
• Shipping on a return — Refund it or keep it.

Who pays for a return#

• Return shipping — I do (free returns) or The customer (deducted from the refund).
• Return shipping fee — the amount deducted, in your default currency.
• Restocking fee (%) — deducted from return refunds. Leave at 0 for none.

Stock and pickup#

• Cancelled items: Put back into stock.
• Returned items: Put back into stock — only units that pass inspection go back.
• Reverse pickup: Book via Shiprocket — needs Shiprocket to be enabled.

Store credit#

• Enable store credit — required for credit refunds and credit-mode exchanges.
• Validity (days) — leave blank to never expire.

See Refunds and store credit.

Reasons customers choose from#

Return reasons: Item arrived damaged, Item is defective and Wrong item delivered (each needs a photo), Not as described, Size or fit issue, Quality not as expected, No longer needed, Other. Cancellation reasons: Ordered by mistake, Found it cheaper elsewhere, Delivery is taking too long, Changed my mind, Wrong address or details, Duplicate order, Other.