Terms of Service

Last updated: May 8, 2026

Return Wise is operated by BrightLayer Lab LLC, a Virginia LLC ("BrightLayer Lab," "Return Wise," "we," "us," "our"). References to "Return Wise" and "the App" throughout these Terms refer to the software service operated by BrightLayer Lab LLC.

1. Acceptance of Terms

By installing, accessing, or using the Return Wise application ("the App"), you ("Merchant," "you") agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not install or use the App.

2. Description of Service

Return Wise is a Shopify application that provides:

• A customer-facing return portal integrated via Shopify App Proxy
• A merchant dashboard for managing return requests
• A rules engine for configuring return policies and store credit incentives
• Automated native Shopify store credit refunds and bonus credit incentives
• Return analytics and reporting
• Abuse detection and prevention

3. Eligibility

The App is available to Shopify merchants with an active Shopify store. You must have the authority to bind your business to these Terms.

4. Merchant Responsibilities

4.1 Legal Compliance

You are responsible for:

• Ensuring your return policies comply with all applicable consumer protection laws in the jurisdictions where you sell (including but not limited to the EU Consumer Rights Directive, UK Consumer Contracts Regulations, and Australian Consumer Law)
• Providing accurate return policy URLs and privacy policy URLs in the App settings
• Maintaining a monitored compliance contact email address in the App settings for privacy and data-rights requests
• Responding to customer data subject requests (access, deletion, portability) as the data controller
• Ensuring your use of the App does not violate any applicable laws or Shopify's Terms of Service

4.2 Customer Communication

The App displays refund options to your customers. You acknowledge that:

• Customers are always presented with both store credit and original payment refund options, to help you support consumer-protection compliance; you remain responsible for ensuring your return policies and refund practices meet applicable law in the jurisdictions where you sell
• The legal disclaimer displayed to customers ("You can choose a refund to your original payment method or store credit.") cannot be removed or modified
• You are responsible for honoring the refund method chosen by the customer
• Bonus percentages and rule configurations are your responsibility to set appropriately

4.3 Data Processing

As the data controller, you are responsible for:

• Having a lawful basis for processing customer data through the App
• Informing customers about how their data is processed (via your privacy policy)
• Maintaining accurate support and compliance contact information in the App settings
• Responding to data subject requests within legally required timeframes
• Configuring an appropriate data retention period in the App settings

5. Shopify API and Permissions

The App requires the following Shopify API scopes to function:

• read_orders / write_orders — To look up orders and add order notes/tags
• read_customers / write_customers — To retrieve customer information and, when needed, create or locate minimal customer records for native store credit
• read_products — To access product information for return eligibility
• write_store_credit_account_transactions — To issue bonus store credit transactions for customers who choose store credit
• write_app_proxy — To host the customer-facing return portal at /apps/returns on your storefront domain, so shoppers can look up orders and initiate returns without leaving your store

You authorize the App to access these scopes when you install it. The App will only use these permissions for the purposes described in these Terms and the Privacy Policy.

6. Store Credit Issuance

When the App issues store credit:

• The refundable return amount is issued as native Shopify store credit through Shopify's refund APIs
• Any merchant-configured incentive is issued as a separate native Shopify bonus store credit transaction
• The App stores Shopify refund IDs, store credit account IDs, and bonus credit transaction IDs for reconciliation and retry handling
• Store credit is linked to a Shopify customer account. For guest orders, the App may create or locate a minimal customer record and attach it to the order before issuing store credit.
• Failed store credit issuances are flagged in the return queue for manual retry or resolution

7. Abuse Prevention

The App includes abuse detection features that, based on thresholds you configure:

• Track return frequency and cumulative refund value per customer email within your configured rolling windows
• Record internal abuse flags in the App's database when a customer exceeds those thresholds
• Send you an optional alert email when a customer is flagged
• Enforce automated blocks on the self-service return portal, preventing flagged customers from submitting new return requests through the portal until you remove the flag or adjust thresholds

You are responsible for configuring abuse thresholds appropriately and for any decisions made based on abuse flags. The App does not apply tags or other modifications to customer records in Shopify, and does not make decisions about refund eligibility outside the self-service portal — merchants remain in control of approving, rejecting, and issuing refunds through their own review workflow.

8. Pricing and Billing

8.1 Subscription

The App is offered as a paid subscription managed through Shopify's billing system. Current pricing is displayed on the App's Shopify App Store listing page and in the Shopify admin during installation.

8.2 Free Trial

New installations may include a free trial, administered through Shopify-managed pricing. The exact trial terms — including length and eligibility — are displayed to you during the subscription approval step in Shopify admin and are authoritative. No charges are incurred during the trial. If you do not cancel before the trial ends, your subscription will automatically begin and you will be billed through Shopify. Shopify manages trial eligibility, duration, and billing transitions; Return Wise does not process payments directly.

8.3 Cancellation and Refunds

You may cancel your subscription at any time by uninstalling the App. Billing is managed entirely by Shopify and subject to Shopify's billing policies. We do not process payments directly.

9. Availability and Support

9.1 Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. The App depends on Shopify's platform, APIs, and our hosting and infrastructure providers.

9.2 Support

Support is available via:

• Email: support@returnwise.app
• Website: https://www.returnwise.app/

We will make reasonable efforts to respond to support requests in a timely manner.

10. Limitation of Liability

10.1 Disclaimer

THE APP IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

10.2 Limitation

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL RETURN WISE BE LIABLE FOR:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Damages arising from store credit issued incorrectly due to merchant misconfiguration
• Damages arising from customer disputes, chargebacks, or regulatory actions related to the merchant's return policies
• Any amount exceeding the total fees paid by you for the App in the twelve (12) months preceding the claim

10.3 Merchant Indemnification

You agree to indemnify and hold harmless Return Wise from any claims, damages, or expenses arising from:

• Your use of the App in violation of applicable laws
• Your return policies or customer disputes
• Your failure to respond to data subject requests
• Misconfiguration of rules, bonus percentages, or abuse thresholds

11. Data and Uninstallation

11.1 Data Ownership

All return data processed through the App belongs to you (the merchant). We process it on your behalf as a data processor.

11.2 Uninstallation

When you uninstall the App:

• Shopify sends an app/uninstalled webhook, followed by a shop/redact webhook (ordinarily 48 hours later under Shopify's compliance schedule)
• On app/uninstalled, the App marks the shop for cleanup and preserves its configuration during a short reinstall grace period (approximately 48 hours, aligned with Shopify's compliance schedule). A merchant who reinstalls within that window keeps their settings. After the grace period elapses, the App's scheduled cleanup permanently deletes all shop data held in the App's systems.
• On shop/redact, the App deletes all shop data held in its systems immediately, without waiting for the grace period.
• Data deleted by either path includes: return requests, return items, rule evaluation logs, configured return rules, abuse flags, GDPR export snapshots, GDPR access audit logs, shop settings, and authentication session data (see Section 5.2 of the Data Processing Agreement for the authoritative list)
• Deletion from the App is permanent and cannot be reversed
• Data previously written to Shopify's own systems by the App — including store credit refunds, bonus store credit transactions, customer records, order notes, and order tags applied during return processing — remains on the Shopify platform as Shopify-owned resources, governed by Shopify's own policies and not by the App

11.3 Data Export

Before uninstalling, we recommend reviewing your return data through the App's dashboard. Once uninstalled, data is permanently deleted and cannot be recovered.

12. Modifications to Terms

We may modify these Terms at any time. We will update the effective date above when changes are posted. Where required by law, we will provide additional notice through the Shopify App Store listing, email, the app interface, or another appropriate channel before the changes take effect. Continued use of the App after changes take effect constitutes acceptance.

13. Termination

We reserve the right to suspend or terminate your access to the App if:

• You violate these Terms
• Your Shopify store is suspended or terminated
• Continued provision of the service becomes commercially impractical

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Virginia, without regard to conflict of law principles.

15. Entire Agreement

These Terms, together with the Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and Return Wise regarding the App and supersede all prior agreements.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

17. Contact

For questions about these Terms:

• Email: support@returnwise.app
• Website: https://www.returnwise.app/

BrightLayer Lab LLC · Registered legal address published in the Privacy Policy