How to set product return and warranty policy

How to set product return and warranty policy

Your return and warranty policy tells buyers what happens if something goes wrong with an order. You can set one policy for your whole store, then give a different policy to any product that needs one.

A clear policy builds trust. Buyers are more comfortable ordering when they know what to expect.

Part 1: Set your store-wide policy

Start here. This policy covers every product unless you change it for a specific product.

Step 1: Open Return & Warranty

The Seller Dashboard menu with Settings and Return and Warranty marked 1 and 2

  1. In your Seller Dashboard, point to Settings in the menu on the left. A small menu opens.
  2. Click Return & Warranty.

The page that opens looks different from the rest of the Seller Dashboard. That's expected.

Step 2: Fill in your policy

The store-wide Return and Warranty page with Label, Type, Refund Reasons, RMA Policy, and Save Changes marked 1 to 5

  1. Label is the name for your warranty. Warranty works for most stores.
  2. Type has three choices:
    • No Warranty: you don't offer a warranty. Buyers can still ask for a return for the reasons you check below.
    • Warranty Included: every purchase comes with a warranty at no extra cost. You choose how long it lasts.
    • Warranty as Add-On: buyers pay extra for a warranty. If you want to offer this, contact us through Admin Support first so we can help you set it up.
  3. Refund Reasons are the reasons a buyer can choose when they ask for a return. Check every reason you accept. For example, many sellers accept Item defective or damaged and Wrong item received but not Changed mind.
  4. RMA Policy is your policy in your own words. Replace the sample text with yours. Say how many days buyers have to ask, who pays return shipping, and whether you offer a refund, an exchange, or store credit.
  5. Click Save Changes.

Part 2: Give one product its own policy

Use this when a product needs different terms. For example, custom or personalized items often can't be returned for a change of mind.

Step 1: Open the product

  1. Go to your Seller Dashboard products page and click the product's name.
  2. Scroll down to RMA Options.

Step 2: Turn on the product policy

The RMA Options section of a product with the override checkbox and its fields marked 1 to 5

  1. Check Override your default RMA settings for this product. The fields below appear.
  2. Label, the same as in your store-wide policy.
  3. Type: No Warranty, Warranty Included, or Warranty as Add-On.
  4. Refund Reasons: click the box and choose the reasons you accept for this product.
  5. RMA Policy: the policy for this product, in your own words.

Step 3: Set the warranty length (Warranty Included only)

If you pick Warranty Included, three more fields appear.

Warranty Included selected, with Length, Length Value, and Length Duration marked 2 to 4

  1. Type set to Warranty Included.
  2. Length: choose Limited for a set amount of time, or Lifetime.
  3. Length Value: the number, like 90.
  4. Length Duration: Days, Weeks, Months, or Years. For example, 90 and Days means a 90-day warranty.

Step 4: Save the product

Scroll to the bottom and click Update Product (or Save Changes on a new product).

Good to know

  • To go back to your store-wide policy for a product, uncheck Override your default RMA settings for this product and save.
  • When a buyer asks for a return, you'll see it under Return Requests in your Seller Dashboard menu.
  • Changing your store-wide policy doesn't change products that have their own policy.