Where to find it
Settings > Returns > Policies, under Return Policies.
What this is
A rich text field shown on the final screen before the customer submits. The field supports bold, italic, strikethrough, links, headings, quotes, code, and bulleted or numbered lists.
Common uses:
Packaging requirements, and where to buy materials
Conditions that would make the return ineligible on arrival — tags removed, item worn, original box missing
A note that certain items aren't eligible
Anything you find yourself explaining repeatedly over email
Instructions about how to physically ship the item belong in Post-submission return instructions instead — at this point the customer doesn't have a label yet.
What the customer sees
The instructions appear on the review screen, immediately before the Submit button.
Varying it by product
Exceptions can show different instructions for different returns — fragile-item packaging guidance only on fragile items, or paperwork requirements only on international returns. See Using Exceptions in Returns Settings.
Related settings
Post-submission return instructions — what customers see after approval
Return Policy URL — for the full policy