01
Shop with clear terms
Before buying, check item condition, delivery terms, return conditions, warranty and any disclosed exceptions.
Shop. Return. Resolve.
Understand your options.
Know the shop’s terms, understand the return process and find the right next step when something needs attention.
Explore the guideREAD · REQUEST · RESOLVE
01 / KNOW YOUR OPTIONS
Before you buy. After it arrives.
Check the terms that apply to each shop and item. This guide explains the process and does not replace the existing marketplace policy.
02
Request a cancellation
Request cancellation before dispatch. Check the full policy for eligibility, order status and applicable time limits.
03
Arrange an eligible return
Keep a clear description and evidence of the issue. Return the item as instructed once the return arrangements are confirmed.
04
Follow the refund review
Approval, the refund amount and payment method depend on the circumstances and the applicable policy.
02 / A CLEAR PATH TO RESOLUTION
Something wrong? Start here.
Find your order
Select the relevant purchase in My Orders.
Keep the evidence
Save photos, receipts and an accurate issue description.
Contact the seller
Request a return or another appropriate remedy.
Escalate if needed
If unresolved, request review using the available order case options.
Confirm the instructions before returning an item
Clarify the return address, packing requirements, any applicable costs and the evidence needed. Keep your receipt and tracking details. Refund eligibility and amount follow the applicable policy and case review.
03 / HELPFUL ANSWERS
Your questions, explained.
Can every item be returned?
No. Eligibility depends on the product, condition, reason and disclosed exceptions. Read the relevant shop terms and full marketplace policy.
What if an item arrives damaged or incorrect?
Keep photos, packaging and order details. Tell the seller what happened and request an appropriate remedy under the applicable policy.
Will a refund arrive immediately?
Do not assume a refund is automatic or instant. Follow its approval and processing status; this guide does not guarantee a fixed completion time.
What if I cannot reach an agreement with the seller?
Use the available case or complaint option in the relevant order. Listing details, messages, payment and delivery evidence help the review.
Where are the complete terms?
Open the full policies below and read the applicable shop and product terms. This page is an explanatory guide to those terms.
Read the full policies
Find the complete time limits, eligibility rules, exceptions, cancellation terms and dispute process in our policy center.