Even the most perfectionist entrepreneur will get a return request at some point; it’s one of the occupational hazards of running a store. At some point, a customer will want to return an item, and having a clear policy in place before that happens protects both your business and their trust.
There’s a wrinkle worth calling out early, though: most return policy templates assume a traditional flow in which the store holds inventory and can physically receive returned items.
If you’re dropshipping, that’s often not the case; you don’t hold stock, so accepting physical returns isn’t always practical or even possible, depending on your suppliers. That’s why this guide covers both a standard return policy and a no-returns alternative, so you can pick whichever fits your business model.
This article specifically covers returns: the process of sending a physical item back. If you’re looking for what happens to the customer’s money once that return is approved, check out our Shopify refund policy template guide instead.
Return Policy vs. Refund Policy: What’s the Difference?
Picture it this way: a return is about the object: does the customer send the product back, under what conditions, and within what timeframe? A refund is about the money; once that return is approved, how and when the customer gets paid back.
This article focuses on the physical side: return windows, item conditions, non-returnable categories, and whether you accept the item back at all (more on that below, since dropshippers often don’t). What happens to the customer’s money afterward, timelines, and payment method vs. store credit are covered in our companion Shopify refund policy template guide, so we don’t repeat that logic here.
One practical note: even though they’re separate policies, Shopify groups both under the same settings screen, so it’s worth setting them up back-to-back once you’ve read through both guides.
Copy-Paste Shopify Return Policy Template
Pick the version that fits your business model: Template A if you accept physical returns, Template B if you don’t (common for many dropshippers).
Template A: Standard Return Policy
Return Policy
We want you to love what you ordered. If something isn’t right, here’s how returns work at [Store Name].
Return Window
You have [X] days from the date of delivery to request a return.
Return Conditions
To qualify for a return, items must be unused, unworn, in their original packaging with tags attached, and accompanied by proof of purchase.
Non-Returnable Items
The following items are not eligible for return: final sale items, personalized or custom products, perishables, opened hygiene or beauty products, digital goods, or gift cards. (Trim this list down to only the categories that actually apply to what your store sells; don’t leave in categories that don’t match your catalog.)
Restocking Fees (Optional; remove this section entirely if you don’t charge one)
A [X]% restocking fee may apply to [category of items].
How to Start a Return
- Contact us at [support email] with your order number and the reason for your return.
- Wait for your return authorization and shipping instructions.
- Ship the item back to the address provided.
Return Shipping Costs
Return shipping is paid by the customer. (If you offer free returns as a differentiator, state that here instead.)
Refunds, Exchanges, or Store Credit
Once we receive and inspect your return, we’ll notify you of the outcome. For details on refund timelines and methods, see our Refund Policy.
Contact Us
Questions about a return? Reach out to us at [support email] or through [contact page link].
Template B: No-Returns Policy
Return Policy
Due to the nature of our products, we do not accept physical returns.
If your order arrives damaged, defective, or incorrect, please contact us at [support email] within [X] days of delivery for a refund or replacement — no return shipment necessary.
For more on how refunds are processed, see our Refund Policy.
Disclaimer: These are starting templates, not legal advice. Review them with a legal professional before publishing to ensure they comply with your business and local regulations.
Common Return Policy Structures
Whether you’re using Template A or still deciding, here’s what each clause in a standard return policy actually covers:
- Return window: How many days after delivery a customer can request a return. 30 days is the most common default, but it’s worth noting that longer windows (60 or 90 days) can actually lower your overall return volume. The more time a customer has, the less urgency they feel to send something back right away.
- Return conditions: The state an item must be in to qualify: unused, unworn, in original packaging, with tags attached, and proof of purchase. These vary widely by category, so treat this as a placeholder to adjust per product type rather than a fixed list.
- Non-returnable items: The categories you exclude outright, like final sale items, personalized products, or opened hygiene items. Trim this down to match what you actually sell; don’t leave in categories that don’t apply to your catalog.
- Restocking fees: An optional clause, not a default. A majority of shoppers react negatively to restocking fees, so if you use one, clearly disclose the percentage in the policy itself rather than letting customers discover it only when they try to return an item.
- How to start a return: A short, simple process: contact support, get return authorization, ship the item back.
- Return shipping costs: Who pays for the shipping back to you? Customer-paid is the most common default; free returns can work as a differentiator if your margins support it.
- Refunds, exchanges, or store credit: What the customer receives once the return is processed.
How to Add Your Return Policy in Shopify
1. In your Shopify admin, go to Settings > Policies (or Settings > Legal in some accounts).
2. You’ll find the Return and Refund policies together in the same section — since you’re already there, it’s worth setting them up in one go.
Paste your customized template (Template A or B, depending on which best fits your store) or click Create from template to start with Shopify’s default.
3. Click Save, this links the policy from your checkout page automatically.
4. Add the policy link to your footer and main menu too: go to Content > Menus, open the menu you want to update, and add a menu item linking to your Return Policy.
Here’s some good news: BuildYourStore makes this part easier. It quickly builds a store that’s ready to start selling, with pre-generated policies that you can edit and make your own.
The No-Returns Policy: A Common Option for Dropshippers
If you’re dropshipping, chances are you don’t hold inventory yourself; your supplier ships directly to the customer, which means there’s no warehouse on your end to receive a returned item. In that setup, a standard return policy (the kind that assumes you’ll get the product back, inspect it, and then process things from there) often doesn’t reflect how your business actually works.
That’s exactly why Template B exists: instead of forcing a return flow you can’t realistically support, it skips the “ship it back” step entirely. If an item arrives damaged, defective, or incorrect, the customer contacts you directly for a refund or replacement; no return shipment is required.
A few things worth keeping in mind if you go this route:
- Be upfront about it. A no-returns policy isn’t something to bury in fine print; state it clearly, since it directly affects how comfortable customers feel buying from you.
- It doesn’t mean no protection for customers: You’re still covering damaged, defective, or incorrect items; you’re just skipping the physical return step for everything else (change of mind, wrong size, etc.).
- Check your supplier’s own policies first: Some suppliers do accept returns on their end, which would let you offer a modified version of Template A instead. Don’t default to no-returns without checking what’s actually possible with your specific supplier.
- It can double as a trust signal once you frame it well: Many stores pair a no-returns policy with a generous refund-for-issues clause, which can land just as well with customers as a traditional return window, as long as it’s communicated clearly.
Frequently Asked Questions
Is a refund policy the same as a return policy?
No. A return policy covers the physical item and whether and how a customer can send it back. A refund policy covers the refund process and what happens once a return is approved. Most stores need both.
Do I need a return policy on Shopify?
Yes, it sets clear expectations upfront and reduces disputes over what customers can and can’t send back.
Can I have a no-returns policy for a dropshipping store?
Yes, it’s a common approach when you don’t hold inventory yourself. Template B above covers this by offering a refund or replacement for damaged, defective, or incorrect items, rather than requiring a physical return.
Where do I add a return policy in Shopify?
In your Shopify admin, under Settings > Policies (also shown as Settings > Legal in some accounts), you’ll find it in the same section as your refund policy.
What should a return policy include?
A return window, item conditions, non-returnable categories, whether a restocking fee applies, how to start a return, and who covers return shipping.
How long should a return window be?
30 days is the most common default, though some stores use longer windows (60-90 days), which can actually reduce return volume since there’s less urgency for the customer to act quickly.
Conclusion
A clear return policy sets expectations before a customer ever asks, “Can I send this back?”, whether that means walking them through a standard return window or being upfront about a no-returns approach.
Pick the template that matches how your store actually operates, fill in your specifics, publish it alongside your refund policy under Settings > Policies, and round it out with your privacy policy to have your policy pages fully covered before launch.
Remember, if you don’t have your Shopify store yet, you can build one quickly and efficiently with BuildYourStore! Just choose your niche and preferences, and get a ready-made virtual storefront with products already set up and ready to sell.
Just starting out with Shopify? Here are a few guides to help you navigate the setup process and make informed decisions:
