All items are eligible for return by default. Conditions added here make specific items ineligible.
Where to find it
Settings > Returns > Policies, under Return Policies.
[Screenshot: Policies tab — Return eligibility with Conditions panel expanded]
What this is
Items are returnable as long as they're inside the return window and haven't already been returned. Conditions carve out exceptions. Click Conditions to add a rule, define what it matches, and save — multiple conditions are evaluated in order.
Common uses:
Exclude items tagged
final-saleornon-returnableExclude an entire collection or category
Exclude items below a value threshold
Exclude hygiene-sensitive, perishable, or made-to-order products
Matching on a Shopify tag rather than individual products means new products inherit the rule automatically.
What the customer sees
Ineligible items still appear in the portal, listed separately with a note explaining why they can't be returned. They aren't hidden.
[Screenshot: Return portal — ineligible item with explanation]
Caveats
Customers excluded here will sometimes contact support instead, so make sure anything ineligible in Onward is also clearly marked on the product page and in your return policy.
Related settings
Return window — the other main source of ineligibility
Allow Returns by Region — geographic eligibility
Return Policy URL — where exclusions should also be documented