Returns and refunds

In short: Check what the customer is owed, issue the refund in Shopify, then check it was recorded. A completed return does not always mean a refund has been issued.

Decide what to refund

This page covers goods returned by a customer after delivery. Your returns policy applies alongside the customer's statutory rights.

• Change of mind: for qualifying online cancellations, the customer generally has 14 days from receiving the goods to tell you, then another 14 days to send them back. Standard delivery is also refundable under the applicable rules; a premium delivery upgrade may be treated differently. Some goods are exempt.
• Faulty or misdescribed goods: statutory remedies apply. Handle these separately from discretionary goodwill or your longer returns policy.
• Partial returns: check the items and reason for the return before deciding the delivery amount. There is no single shipping rule for every return.

Use the GOV.UK returns guidance for the rights, deadlines and exceptions. If the delivery amount or STREET charge is unclear, contact STREET support.

Process the return in Shopify

For an existing return, after receiving and inspecting the goods:

1. In Shopify, open Orders and select the order.
2. Under Return in progress, select Process return. Check the items, quantities and any restocking location.
3. Review the delivery refund separately. If shipping is owed, enter the appropriate amount under Refund shipping.
4. To refund now, choose Now under Issue refund, then Process and refund. Choosing Later leaves the refund to be issued separately.
5. Check the order's recorded refund against the amount you intended, including any earlier refunds.

See Shopify's return instructions for the full procedure and how to create a return.

Watch out an outstanding-balance message can mean money is still owed to the customer. Compare it with the intended and recorded refund. If they do not match, contact support before issuing another refund.

What happens to STREET charges

A customer refund and a STREET billing adjustment are separate. Commission on a delivered order is not automatically reversed when goods are later returned. Refunding the customer's delivery payment does not itself reverse a STREET delivery charge. See How Billing Works.

For example, assume £48 of goods, £9.99 delivery, 10% commission, no STREET credit and an original STREET charge of £14.79. An items-only refund of £48 leaves £4.80 of commission as a cost. Refunding £57.99 instead adds £9.99 to that cost. This illustrates the difference; it does not decide which refund is due or set your agreed rate.

If a courier brings an order back

An undelivered order returned by a courier follows a different process. Check the order's existing refund before processing one yourself, and contact support if it is unclear. See Tracking Deliveries.