# Your returns policy

> Decide what customers may cancel, return or exchange, the windows, who approves, how and when refunds are paid, who pays return shipping, restocking and store credit.

Product: NijeesWeb online store builder · Source: https://www.nijeesweb.com/docs/ecommerce/orders/returns-policy · Updated 2026-10-06

**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.

![Returns policy](https://www.nijeesweb.com/marketing/img/docs/ecommerce/admin/returns-policy-2-1200.webp "What customers can do, when they can cancel, and the default windows")

## 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

![Refund and return shipping settings](https://www.nijeesweb.com/marketing/img/docs/ecommerce/admin/returns-policy-3-1200.webp "Refunds, shipping on cancellations and returns, and who pays for a return")

- **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](https://www.nijeesweb.com/docs/ecommerce/orders/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*.

> [!TIP]
> Write your policy in plain words on a **Returns and refunds** page and link it from your footer — payment gateways ask for one, and customers buy more confidently when they can read it.