What Is a Request Deadline?
A request deadline is the number of days a customer has to submit a request after their order has been fulfilled (shipped). Once the deadline passes, a customer who tries to submit a request through your digital return form will see that the window has closed.
You can set separate deadlines for:
Returns
Exchanges
Complaints
Each deadline can be entered in days, months, or years, whichever makes the most sense for that request type.
A Hidden 5 Day Buffer
Here's something worth knowing: Returbo can't tell exactly when a customer receives and picks up their package. Delivery times vary, and based on data across our merchants, it takes customers 5 days on average to receive and pick up their item.
To make sure customers get the full deadline you intended, Returbo automatically adds 5 extra days on top of whatever number you enter. This buffer is invisible to both you and your customers.
For example: if you set your return deadline to 15 days, an order shipped 20 days ago would still be eligible for return, since the effective window is 20 days.
How to Change Your Return Deadline
Go to Returbo app → Settings → Request Settings → General.
Scroll down to the Request deadline section.
For each request type (Returns, Exchanges, Complaints), enter a number and choose Days, Months, or Years from the dropdown.
Your changes save automatically, no need to click a save button.
EU Legal Minimums to Keep in Mind
If you sell to customers in the EU, there are legal minimums to be aware of:
Returns: EU consumers have a legal right to a minimum 14 day return window. You can read more on the European Commission's right of withdrawal page.
Complaints (warranty): EU consumers have up to 2 years to submit a warranty claim. You can read more on the European Commission's consumer guarantees page.
By default, Returbo sets:
Returns and exchanges deadline: 14 days
Complaints deadline: 2 years
You can adjust these numbers, but lowering them below the EU legal minimums may put you out of compliance if you sell to EU customers.
Returbo provides tools to help support compliance with return related regulations, but this isn't legal advice. For guidance specific to your business and jurisdiction, please consult a legal professional.
Want More Flexibility?
Need a longer return window during a busy season, like the holidays? Check out What Are Special Deadlines and How Do They Work?
Need to make an exception for a single order after its deadline has already passed? See What Are Extended Deadlines and How Do They Work?