The Order Returns add-on lets you control which orders customers can request a return for, based on the order's fulfillment status.
By default, returns are allowed for orders with the fulfillment statuses:
Shipped
Delivered
If you need to allow returns for any other order statuses except for shipped and delivered, make sure the Custom Order Statuses add-on is installed and enabled.
To enable/disable returns for an order status:
Go to Orders > Settings and open the Fulfilment Statuses tab.
In the list of fulfillment statuses, locate the status you require and adjust the Allow returns toggle opposite it.
Save the changes.
You can provide a content page with your store's return policy on the storefront. See Managing pages (X-Cart 5.5.x-5.6.x)