What this helps you do

Tell customers your rules in plain words and set the time limit for eligible return requests.

Before you start

Decide your real business policy and get professional legal advice when needed. Upstorr gives you an editor; it does not decide what your legal wording should promise.

Steps

  1. Open Settings → Policies.
  2. Open Refund, Privacy, Terms, Shipping, Contact, or Legal policy.
  3. Write the policy in Content.
  4. Add a clear Page title and Search description.
  5. Check the read-only URL.
  6. Select Save.
  7. Add important policy pages to the storefront menu when customers should find them easily.
  8. Open Settings → Shipping & Delivery.
  9. Under Return rules, choose whether customers may request returns.
  10. If enabled, enter a Return window from 1 to 365 days and save changes.

Understand written policy fields

  • Content: the actual policy customers read. Use headings, short sentences, and exact conditions.
  • Page title: the search-engine title for this policy page. It does not rename the fixed policy type.
  • Search description: a short search result summary, with a 160-character counter.
  • URL: the fixed storefront path for this policy. It is shown for reference and is not editable here.
  • Set: the policy has saved content. No policy set means its content is empty.

The available policy pages are Refund, Privacy, Terms, Shipping, Contact, and Legal. They can be linked during checkout and added to an online-store menu.

Understand return rules

  • Allow customers to request returns: shows the customer return-request path for eligible delivered local-delivery orders. A request still needs merchant approval before return pickup is arranged.
  • Return window (days): how long after delivery the customer may request a return.

The return window is copied onto the order when it is placed. Changing the setting later does not rewrite the promise on older orders. For example, changing 30 days to 7 days affects later orders, not an order already sold with 30 days.

These rules control requests. Approving the return, arranging transportation, deciding item condition, and recording a refund are separate steps.

What happens next

Saved policy content becomes available at its fixed storefront page. New eligible orders use the current return-request setting and window.

Common problems

  • A policy says No policy set: Open it, add Content, and save.
  • Save is disabled: Nothing changed, loading failed, or your role lacks permission.
  • Closing asks to discard changes: Choose Keep editing if the new text has not been saved.
  • A customer cannot request a return: Check that requests are enabled, delivery is eligible and completed, and the order's own return window has not ended.
  • You shortened the window but an old order still has the old one: That is intentional; earlier purchases keep the rule promised when ordered.