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A warranty is a type of guarantee for a product that holds its manufacturer or seller responsible for the return, repair or replacement of a product within a particular period of time. Your warranty should include the terms and situations in which returns, repairs or exchanges will be made. Usually the warranty sets out exactly what is covered and for how long, while a returns policy defines how you will respond to customer returns, repairs or replacements. All in all, you should address 1) which products are covered and are not covered by the warranty, 2) the length of the warranty period, 3) how you will respond, and 4) what the customer’s options are for returning, repairing or replacing the product.

The benefits of a product warranty is that it shows that you care, it creates customer loyalty, it increases your perceived reliability, and it is likely to boost your sales. Furthermore, having valid warranties and refund policies are essential for keeping your store compliant with the law.
There are various reasons for returns or exchanges, such as: the product could be the wrong colour, the product could be damaged or defective, or perhaps the customer thinks that the product is significantly different to the Vendor’s description.

At, you can choose from three types of warranties to offer to your customers:

  • No Warranty: the customer can’t return the item and the RMA policy should say something along those lines.
  • Warranty Included: the warranty is included with the product purchase, and you can define the length of the warranty.
  • Warranty as Add-On: the customer can purchase a warranty for an additional cost.

If a customer decides to ask for a return, refund or exchange, they will submit an RMA request. A return merchandise authorization (RMA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product’s warranty period. The ↗ RMA tab in your Vendor dashboard is where you can set your default RMA policy, and the ↗ Return Request tab in your Vendor dashboard is where you can manage customer return requests. For more info about warranties and return requests, read this article.

Ensure that your RMA policy complies with all applicable laws. Although you may want to reduce the number of return requests you receive, many customers are entitled to make such requests. Create a policy that is fair for everyone.

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