Your customers reached out to you, stating that they received this message. And you haven't excluded any items, nor do you have any items on sale? 🤷🏻♂️
This default message is displayed if you have set up and activated an Advanced Rule. Of course, this can be modified, so the message is displayed according to your return policy.
Heading over from your Dashboard -> Translations -> Customize -> Select language. Once there, search for the text you want to change, modify and hit that Save button. That's it. Your work here is done.