--- title: "Return settings" description: "Choose how customers send items back, set the return window, the return methods, the resolutions you offer and the fees." url: "https://docs.poltura.com/en/returns/settings/" lang: en alternates: en: "https://docs.poltura.com/en/returns/settings/" hu: "https://docs.poltura.com/hu/returns/settings/" --- # Return settings Choose how customers send items back, set the return window, the return methods, the resolutions you offer and the fees. - Where: Settings → Store settings → Returns The **Returns** page, in the **Store settings** section of **Settings**, decides how customers can send things back and what they get for it. Start with a simple mode and move to the full workflow when you have more returns to handle. ![The Returns settings page with the Mode choice Off, Email link, Request form and Full workflow, and the Offer the withdrawal function switch](https://docs.poltura.com/screenshots/en/returns/settings.webp) _The sections below the mode change with the mode you choose._ ## Choose the return mode 1. Open **Settings** and choose **Returns** under **Store settings**. 2. Under **Mode**, choose one: - **Off**: no return option in the store. - **Email link**: show your policy and a link that opens an email to you. - **Request form**: customers fill in a short form and you get it by email. - **Full workflow**: requests, approval, tracking, refunds and exchanges in one place. 3. Fill in the sections that appear for the mode. They are described below. 4. Select **Save**. The page confirms with **Return settings saved**. The page only shows the sections the chosen mode uses. The values of the hidden sections are kept, so switching mode never loses settings or requests. ## Sections in every mode **Withdrawal function** has one switch, **Offer the withdrawal function**. It is on by default. See [Withdrawals](https://docs.poltura.com/en/returns/withdrawals/) before you switch it off. ## Sections from Email link upwards - **Contact**: the **Returns email address** is used for the email link and as the reply address of return emails. Left empty, your store's reply-to address is used. **Notify staff** takes one address per line. Left empty, the store owners are notified. - **Instructions**: your return instructions in **English** and **Hungarian**. They are shown in the store and in the approval email. - **Return window**: **Days** is how long customers have to start a return, from 14 to 365. **Starts from** is **Delivery** or **Order date**. - **Return address**: where customers send the parcel. They see it after approval. ## Sections from Request form upwards - **Eligibility**: the **Products** and **Collections** that cannot be returned, for example final sale items. Gift cards and digital products are never returnable. - **Reasons**: your return reasons, each with two rules. **Store's fault** means no fees are charged for that reason. **Photos** is **Not asked**, **Optional** or **Required**. You can also **Require a reason**, **Ask for the item's condition** and set the **Photos per item**, up to 5. The list itself is edited under **Manage return reasons**. See [return reasons](https://docs.poltura.com/en/returns/reasons/#return-reasons). - **Resolutions**: what customers can ask for. **Refund**, **Store credit**, **Coupon code** and **Exchange**, plus **Custom resolutions** you define, for example a repair. For coupons you can set **Coupon valid for (days)**. - **Guest returns**: **Let guests return with order number and email**. Guests get a secure link by email before they can continue. ## Sections in the Full workflow - **Return methods**: how customers get items back to you. **Customer sends it**, **Drop-off point** and **In store**, each with a note for customers. **Receive at** is the location the returned items go back into. - **Fees**: the **Return shipping fee** is a flat amount deducted from the refund. The **Restocking fee** is a percentage of the item price, up to 50%. **Refund original shipping** gives the delivery fee back when a return covers every remaining item of the order. - **Approval**: **Approve requests automatically** approves a request when every item is eligible and within the window. ## Add a custom resolution 1. In **Resolutions**, select **Add custom resolution**. 2. Enter a **Key** of lowercase letters, numbers and dashes, for example `repair`. 3. Enter the **Label** and the **Description** in English and in Hungarian. 4. Tick **Offer to customers** if customers may choose it themselves. 5. Select **Save**. You complete a custom resolution by hand on the return. See [resolve and refund](https://docs.poltura.com/en/returns/handle-a-return/#refund). ## Good to know - New rules apply to requests created after you save. Open returns keep the rules they were created under. - The legal minimum for a consumer withdrawal is 14 days from delivery, so the window cannot be shorter. - A return window that ends on a weekend runs until Monday. - Fees are never charged on withdrawals or when the reason is the store's fault. - **Store credit** is issued as a gift card balance. It can only be offered when [gift cards](https://docs.poltura.com/en/marketing/gift-cards/) are switched on. - A coupon with no validity set never expires. - You have to offer at least one return method and at least one resolution. - When you first choose **Request form** or **Full workflow** and the store has no return reasons, eight default reasons are added for you. - Staff can create a return outside the window from the order page. See [create a return](https://docs.poltura.com/en/returns/handle-a-return/#create). ## If something goes wrong - **"Some settings are not valid. Check the highlighted fields."** Scroll to the marked field. Common causes are a window outside 14 to 365 days or a restocking fee above 50%. - **"Offer at least one return method."** or **"Offer at least one resolution."** Tick at least one in that section. - **Store credit is grayed out.** Switch on gift cards first. - **Customers do not see a return option.** Check that the mode is not **Off** and that the order is delivered and still within the window. ## Related - [Returns](https://docs.poltura.com/en/returns/) - [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/) - [Withdrawals](https://docs.poltura.com/en/returns/withdrawals/) - [Return numbers](https://docs.poltura.com/en/returns/return-numbers/) - [Return and refund reasons](https://docs.poltura.com/en/returns/reasons/) - [Emails](https://docs.poltura.com/en/settings/emails/)