Your shop policies are where you set expectations before anyone buys: returns, cancellations, custom orders, all of it. Clear policies mean fewer awkward conversations later.
Where to find them
Go to Shop settings → Shop info and open the Shop policies tab. You will find:
- Shop policies: your general rules. Think returns and cancellations, custom and made-to-order work, and answers to the questions you get asked a lot.
- Return policy: required. Spell out what you accept back, how long buyers have, and who pays return shipping.
Need different rules for one product, like a custom piece that cannot come back? Set a specific return policy on that product instead of using your shop return policy. Buyers see it on the product page.
The marketplace baseline
Your policy sits on top of Spicerack’s Buyer Protection, and a few things apply no matter what your policy says:
- Not as described, broken, or wrong item: the buyer is entitled to a full refund, even if your shop does not normally take returns.
- Never delivered: covered too. Proof of delivery means a valid tracking number showing "Delivered" to the zip or postal code on the order.
- Hygiene: intimate and personal-care items cannot be returned once opened or used, unless they arrived defective or damaged. You do not have to accept those back.
- Change of mind: the standard is 30 days from delivery, unused and unopened, with the buyer paying return shipping. Your own policy can differ, as long as it is clear on your shop.
Tips for a policy buyers trust
- Keep it short and plain. Nobody reads a wall of legal text before buying a gag.
- Say how to start a return (message you first) and how fast you respond.
- Be upfront about custom work. "Made to your measurements, so no change-of-mind returns" is fair and people get it.
When something goes wrong, sort it out with the buyer directly first: a refund, a partial refund, or a replacement. If you cannot agree, either of you can open a ticket and we will step in.
