Returns Policy

Configure your store's return rules and mark specific products as non-returnable.

Setting your store's return policy

1. Go to Settings and select Returns & Refunds.
2. Configure the options:

Setting	What it does	Recommended default
Returns enabled	Master switch. Turn off to hide the Returns page entirely.	On
Default return window	How many days a customer has to return goods after purchase.	30 days
Strict window	If on, returns outside the window are absolutely blocked. If off, a manager can override out-of-window returns.	Off (most stores allow occasional exceptions)
Require reason on every return	If on, staff must pick a reason code on every return.	Off by default; turn On for loss-prevention tracking
Allow cash and card refunds	When off, only Exchange (and Store Credit) are available as refund methods. Cash and card refund options are hidden.	On
Exchange receipt valid for X day(s)	How many days an exchange receipt barcode remains valid at checkout. 0 means same day only.	0
Print barcode on exchange receipts	When on, exchange receipts include a scannable barcode. Turn off if your store does not use barcode scanners. Cashiers can still enter the return number manually.	On
Accept exchange credits at checkout	When off, the Apply Exchange button is hidden at the POS and cashiers cannot redeem exchange receipts.	On
When exchange credit has leftover	What happens when an exchange receipt's value is more than the cart total. Forfeit means the remaining value is lost. Convert to store credit adds the remainder to the customer's store credit balance (customer must be attached to the cart).	Forfeit
Store credit expires after X day(s)	How long a customer's store credit balance stays valid. 0 means never expires. The expiry date resets each time the customer receives new credit.	0 (never)
Expand exchange credit items on receipt	When on, a sale receipt that used exchange credit shows the original returned items as individual negative lines (with quantities and amounts) instead of a single summary line. Admin only.	Off

3. Save. New rules apply immediately to all subsequent return attempts.

Marking a product as non-returnable

Some products simply cannot be returned, for example fresh produce, opened cosmetics, undergarments, and custom-cut items. To prevent accidental refunds on these:

1. Open the product (Products → click the row → Edit).
2. Scroll to the Returns section.
3. Turn off the Returnable switch.
4. Save.

From now on, any attempt to return that product will be blocked at the POS. A manager can still override on a case-by-case basis unless you have Strict Window turned on at the store level.

Custom return window per product

For products with a different shelf life than your default (for example, electronics with a 90-day window when your default is 30), set a per-product override:

1. In the product's Returns section, set Custom return window to the number of days specific to that product.
2. Save. This product now ignores the store default.

Leave the field empty to use the store default.

Expanded exchange credit receipt

When Expand exchange credit items on receipt is on and a sale applies an exchange credit, the receipt shows the individual returned items as negative lines instead of a single summary line.

Toggle off (default):

  Item A - Blue T-Shirt               $2,500.00
  Item B - Black Jeans                $1,000.00
  -----------------------------------------------
  Subtotal                            $3,500.00
  -----------------------------------------------
  Exchanges/Returns (RET-00001)
                                    - $1,500.00
  -----------------------------------------------
  Total                               $2,000.00

Toggle on:

  Item A - Blue T-Shirt               $2,500.00
  Item B - Black Jeans                $1,000.00
  -----------------------------------------------
  Subtotal                            $3,500.00
  -----------------------------------------------
  Exchanges/Returns (RET-00001)
  Blue T-Shirt (M / Blue) x 1       - $1,500.00
  -----------------------------------------------
  Total Returned                    - $1,500.00
  -----------------------------------------------
  Total                               $2,000.00

Each line shows the product name, variant (if any), quantity, and refund amount as a negative value. This applies to both the on-screen receipt and any printed receipt.

When viewing a sale in the Sales page with exchange credit and the toggle on, the item breakdown is also shown inline in the sale detail view. The Reprint button uses the same data, so no extra load is needed.

FAQ

Q: I want to disable returns entirely while I revamp my refund process. Can I?

A: Yes. Turn off Returns enabled in Settings. The Returns page disappears from the menu entirely and no returns can be processed until you turn it back on.

Q: I changed the default return window from 30 to 45 days. Does this apply retroactively?

A: Yes. The window is evaluated against the current setting at the moment of the return, not the setting at the time of the sale. So a sale from 35 days ago is now within the new window.

Q: What is the difference between turning off "Returnable" on a product and deleting the product?

A: Returnability only affects refunds and exchanges. The product can still be sold as normal. Deleting the product would also remove it from the POS and stop new sales.

Q: I have Strict Window on. A customer is asking for a return outside the window. What can I do?

A: With Strict Window on, there is no override path for the time window. You would need to temporarily disable Strict Window in Settings, process the return, then turn it back on. Note that product eligibility overrides (non-returnable items) remain available regardless of the Strict Window setting.

Q: Will requiring a reason slow down my cashiers?

A: A reason code is a single dropdown (Damaged / Wrong Item / Customer Changed Mind / Other). It adds one click and helps with loss-prevention tracking.

Q: I have hundreds of perishable products. Do I need to mark each one non-returnable?

A: For now, yes, though you must set them one at a time or use the bulk-edit dialog on the Products page (multi-select rows → Edit). A category-level rule may be added in a future release.

Q: What does "Allow cash and card refunds" off actually mean?

A: With this turned off, staff cannot choose Cash or Card as a refund method. Only Exchange (and Store Credit) appear in the refund method step. Use this if your policy is to keep refund value in-store rather than paying it out.

Q: What happens if a customer tries to use an expired exchange receipt?

A: The system automatically rejects it at checkout with a message showing the expiry date. The validity date is also printed on the exchange receipt itself and visible on the return detail page, so staff can check in advance.

Q: What happens when "Print barcode on exchange receipts" is turned off?

A: Exchange receipts are still printed and the return number (e.g. RET-00042) still appears on them, but there is no scannable barcode. Cashiers can still apply the credit manually by clicking the Apply Exchange button and typing the return number.

Q: Who can turn on "Expand exchange credit items on receipt"?

A: Admin only.

Q: If I turn the expanded receipt toggle off after enabling it, do historical reprints change?

A: Yes. Reprints always use the current store setting, not the setting active when the original sale was completed.