Generally, a return policy includes configuring return conditions, writing a store return policy, and arranging it to be displayed in the storefront.
Specifying Return Conditions
The Order Returns add-on allows configuring return conditions based on the order fulfillment statuses. By default, returns are permitted for the orders with the fulfillment status:
If you need to permit 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:
Open the Order Statuses page of your store Admin area (Orders -> Order Statuses) and proceed to the Fulfilment Statuses tab.
Check the Allow returns column.
To enable returns for a fulfillment status, turn on the Allow returns toggle.
Save the changes.
Publishing Return Policy in the Storefront
For your customers to be aware of your store return policies, write a clear statement, and make it accessible in the storefront.
For this purpose:
Open the Pages page of your store Admin area (Content -> Pages) and create a new page for return policies as described here.
Open the Menus page of your store Admin area (Content -> Menus) and add the newly created Return Policy page to your store navigation panel as described here.
Check your store Return Policy page in the storefront.