---
owner: Mia
last_reviewed: 2026-11-03
review_cadence_days: 90
next_review: 2027-02-01
version: 1.0
---

# Returns policy and decision rules

[Home](index.md) · [SOP](sop.md) · [Runbook](runbook.md) · [Care](care.md) · [Glossary](glossary.md)

## Approved merchant rules

Unused items may enter return triage within 30 days of delivery. Every refund requires merchant approval from Alex. A reported unopened item may be provisionally marked eligible_pending_inspection; this is not acceptance after inspection or a refund authorization.

The workflow uses request date minus delivery date, with delivery day as day 0. The supplied runbook holds requests when elapsed_days>30, so day 30 is within the rule. Missing or conflicting dates, missing delivery evidence, used items and unknown condition require a hold and Alex's review. No exception is granted automatically.

## Required gates

| Decision | Evidence needed | If missing |
|---|---|---|
| Provisional return eligibility | Matching order, delivery evidence, valid date difference, unused condition and domestic scope | Hold evidence or merchant review |
| Customer return instructions | Alex-approved label, warehouse return address and fee decision | Keep label request and instructions as drafts |
| Final refund confirmation | Alex's decision reference, confirmed refund amount and inspection disposition | Keep pending_merchant_approval; no refund promise |

The return-shipping fee is not specified. Ask Alex; never deduct it automatically. Do not promise a free return, a prepaid label, a full $24 refund or a processing deadline before approval. The supplied selling price is $24, not proof of the amount paid or refundable.

## Shipping facts that must not become return rules

Dispatch is within 2 business days; delivery is 3–5 business days. Outbound shipping is $5 for orders below $50 and free from $50. International shipping is unavailable. Do not combine dispatch and delivery into a guaranteed arrival date, and do not reuse outbound shipping or internal costs as a return-fee schedule.

For a non-domestic request, stop this domestic procedure and ask Alex to resolve the scope. Use the [runbook](runbook.md) for recovery steps and [A100 case](case-a100.md) for the completed example.