A return window that is too short frustrates customers, and one that is too long leaves you taking back stock you can no longer sell. This guide covers the options Shopify gives you, how to choose a length for your products, and how to handle exceptions.
The options in Shopify
Shopify's return rules let you choose how long customers have to request a return. The preset choices are 14 days, 30 days, 90 days and Unlimited, or you can enter a custom number of days. You set this under Settings, Policies, in the return and cancellation rules.
- Presets: 14 days, 30 days, 90 days, Unlimited
- Custom: Any number of days you choose
- Scope: Return rules apply to fulfilled items
Count from delivery, not from purchase
A window that starts at checkout punishes customers for slow shipping. Shopify's return rules can start the window from each item's delivery, or from delivery of the last item in the order. There is also an option to extend the window to the next business day when it ends on a weekend or holiday.
- Per item: Each item's window starts when it is delivered
- Per order: The window starts when the last item arrives
- Weekend end dates: Can roll to the next business day
How to choose a length
There is no single correct number. Pick the shortest window that still gives a reasonable customer time to receive, try and decide. Then check it against how quickly your products lose value.
| If your products are | Lean towards |
|---|---|
| Seasonal or trend-driven | A shorter window, so returned stock is still sellable |
| Sized or fitted, such as clothing and shoes | Enough time to try on and compare |
| Slow to evaluate, such as mattresses or skincare | A longer window |
| Often bought as gifts | A longer window, or an extended one for the holidays |
Exceptions for certain products
One window rarely fits a whole catalog. Shopify lets you add return window overrides for specific collections, products or variants, and mark products or collections as final sale. If an item falls under several overrides, the shortest one applies.
- Overrides: A different window for chosen products or collections
- Final sale: Items customers cannot return
- Bundles: Shopify notes bundles cannot be marked final sale
Before you change it
A change to the window has side effects worth knowing about. Shopify states that changes to return rules apply only to future orders. It also notes that the written policy it generates does not automatically include your return rules, so you need to update the wording yourself. Consumer law in some regions sets a minimum period, so check the rules where you sell.
- ✅ Update your written policy to match the new window
- ✅ State clearly when the window starts
- ✅ List any final sale items
- ❌ Do not assume older orders follow the new rule
For the wording, see how to write a Shopify return policy.
Doing this at scale
ReturnSage reads your full return policy plus the order and customer context, then recommends approve, exchange, store credit, deny or escalate, with the policy clauses it relied on and a draft reply. You decide with one click, and every decision is logged. See ReturnSage.