Settings / Policies

Managing Store Policies in Shopify (Step-by-Step SOP)

Store policies explain your business rules clearly to customers and help build trust, transparency, and legal protection.

Step 1: Open Settings

• Log in to Shopify Admin

• Go to the bottom-left corner

• Click Settings (⚙️ gear icon)

This opens all store configuration options.

Step 2: Open Policies

• In the Settings menu (left side), scroll down

• Click Policies

You are now on the Policies page, where you can manage all customer-facing policies.

Policies Available on This Page

You can create and edit the following policies:

• Refund & Return Policy

• Privacy Policy

• Terms of Service

• Shipping Policy

• Contact Information

Each policy is shown in a separate editable text box.

1. Refund & Return Policy (Overview)

This policy explains when and how customers can return products.

What to Include

• Return window
  (example: 7 days / 10 days from delivery)

• Condition of returned product
  (unused, original packaging, no damage)

• Non-returnable items
  (hygiene products, sale items, digital products)

• Refund or replacement terms
  (refund, exchange, or store credit)

• Refund timeline
  (example: 3–7 working days after approval)

• Return request process
  (email, WhatsApp, return form, etc.)

Why It’s Important

• Avoids misunderstandings

• Builds customer trust

• Required by many payment gateways and marketplaces

📌 After editing, click Save.

2. Privacy Policy (Overview)

This policy explains how customer data is collected, used, and protected.

What to Include

• Data collected
  (name, email, phone, address, payment info, IP, device info)

• Purpose of data collection
  (order processing, marketing, analytics, fraud prevention)

• Data security
  (secure servers, encrypted checkout, access control)

• Data sharing
  (Shopify, payment gateways, courier partners)

• Cookies & tracking
  (cookies, pixels, analytics tools)

• Customer rights
  (request data access, updates, or deletion)

Why It’s Important

• Required by law in many regions

• Mandatory for Google & Meta ads

• Protects your business from complaints

📌 After editing, click Save.

3. Terms of Service (Overview)

This is the legal agreement between your store and customers.

What to Include

• Website usage rules

• Accepted payment methods

• Order cancellation and return rules

• Store responsibilities and limitations

• Pricing and content accuracy

• Legal jurisdiction and dispute handling

Why It’s Important

• Protects your business legally

• Sets clear customer expectations

• Helps avoid disputes

📌 Shopify provides a starter template you can customise.
📌 Click Save after changes.

4. Shipping Policy (Overview)

This policy explains how and when products are delivered.

What to Include

• Order processing time
  (example: shipped in 1–2 working days)

• Delivery time
  (example: 4–7 working days)

• Shipping charges
  (flat rate, free shipping above ₹999, weight-based)

• Serviceable locations
  (India only / specific states / international)

• Tracking details
  (how customers track orders)

• Delays or exceptions
  (festivals, holidays, natural delays)

• Courier partners (optional)
  (Delhivery, Blue Dart, etc.)

Why It’s Important

• Reduces delivery-related complaints

• Sets clear expectations after checkout

📌 After editing, click Save.

Step 3: Edit & Save Policies

For each policy section:

1. Click inside the text box

2. Edit or paste your policy content

3. Click Save

You can update all policies on the same page, one by one.

✅ Best Practices (India-Specific)

• Keep language simple and customer-friendly

• Match policies with your actual operations

• Update policies during sales or courier changes

• Review policies every 3–6 months