Policies (returns, shipping, FAQ)

Your policies tell Navi what it's allowed to offer your customers. Returns have a dedicated setting; shipping and FAQ go through the knowledge base.

Return policy

In Settings → Returns, you set precisely what Navi can approve:

1. Return window — pick a window (for example 30 days) or enter your own.
2. Accepted reasons — check the reasons you accept (size, defect, change of mind…).
3. Countries — state where your policy applies.

With that, when a customer asks for a return, Navi checks eligibility against these rules before approving the request — it never promises a return you wouldn't accept.

Shipping, FAQ and the rest

For shipping, lead times, terms of sale or any other policy, there's no dedicated setting: upload those documents to the knowledge base. Navi uses them to answer, citing your text.

See Knowledge base for the upload.

One source per topic. If your return window lives both in Settings → Returns and in an uploaded PDF, keep them consistent — otherwise Navi may give two different answers.