How Do I Set My Return/Exchange Policy?

To set your store’s return/exchange policy first log in to your admin account and then go to Settings → Customer Support & FAQ. Then scroll down to the Returns and Exchanges section and select the settings that you would like to use. The settings that you choose will be shown to your shoppers. Bear in mind you are selling online where customers can't see or touch the items before they order them, so you are more likely to get sales if customers know they can return the items if they don't like them.

If you do not edit the settings then the default settings will be shown to your buyers. Be sure to edit these settings to reflect your store’s policies. If you have just opened your store then returns and exchanges will be turned on by default as shown below. If you had your store before this setting was added to Storenvy, then returns and exchanges will be turned off by default.

You can set your policy and choose whether or not you allow returns on your products by checking or unchecking the “Allow returns” box. 

If you do decide to allow returns then you will need to enter the number of days a buyer has to submit a request, after receiving the product, into the “Return Period” box.  You will also need to enter the number of days a buyer will have to send their package in the mail to complete the return, after you have responded to their return request, into the “Return Shipping Period” box. Note that this is not the number of days the buyer has for you to receive the product, but the number of days they have to get it on its way to you.

Separate from whether or not you accept returns is whether or not you accept exchanges. If you do want to accept exchanges then you will need to check the box for “Allow exchanges”. If you do not want to accept exchanges then you will need to uncheck the box.

For both returns and exchanges, if you do accept them then your buyers will need to contact you directly to work out any details. Make sure you click the Save button after you have made any changes. You can also enter your return shipping address in the “Return address” field, which is on the same page as your return settings.

Note that if you send a customer the wrong item or a defective or counterfeit item, you are obliged to provide an exchange or refund regardless of your return/exchange policy. If you are not able to ship the item or it gets lost on the way to your customer then you need to refund it. As a general rule, if you made a mistake and did not deliver to the customer what they ordered then you need to either refund or allow an exchange or return, no matter your stated policies.

You should also provide more details of your return policy in the FAQ section of your store. If your return policy is different depending on the product, for example, then you can provide the details there. The FAQ section is also on the Customer Support & FAQ page in the same area where you set your return policy. If you do have products that have a different return policy than your default return policy, be sure to also mention this in the product descriptions for those products.