> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.yanet.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Order or Product Is Not Eligible for Return

### Overview
An order may be unavailable for return because of your configured rules or eligibility conditions.

Check:
* Return window.
* Product eligibility.
* Non-returnable product conditions.
* Order status.
* Existing return requests.
* Return/exchange rules.

**Step 1:** Open **Settings > Rules**.
![](https://storage.crisp.chat/users/helpdesk/website/-/3/7/f/d/37fde77105fa8400/image_17osppt.png)

**Step 2:** Review the applicable rule.

**Step 3:** Check the product and order conditions.

**Step 4:** Adjust the rule if necessary.

**Step 5:** Test the customer flow again.