Most orders go smoothly, but sometimes you may need to return an item. Here's how returns work on the marketplace, and how to use the return tools built into your account.
When you can request a return
You can always submit a return request, but what happens next depends on the reason:
- Item arrived damaged, wrong item, or not as described: These cases are always covered, and the seller must accept the return or issue a refund.
- Change of mind or ordered by mistake: Whether your request is approved depends on the seller's stated return policy. Some sellers allow discretionary returns, while others do not.
Each seller's policy is shown on the listing page before you order.
How to open a return request
All return requests are managed through the issue reporting system. To start one:
- Go to your order receipt in My purchases.
- From the order tools menu, select Report an issue.
- Choose Request a return as your issue type.
- Select your reason and add a comment.
- If the item arrived damaged or not as described, upload at least one clear photo showing the issue.
Once submitted, you can track the request in the Issues tab on your order page.
What happens next
After you submit a request, the seller has 4 days to respond and propose a resolution. Depending on the situation, a seller may offer:
Full refund with return: You’ll receive a return shipping label with tracking. If the seller is responsible (damaged, wrong item, or not as described), the label will be prepaid. If you are responsible (change of mind or discretionary return), you’ll need to pay for the label before downloading it.
Partial refund without return: The seller may let you keep the item and refund part of the cost.
Exchange: If the seller accepts exchanges, you’ll return the original item and they’ll ship a replacement or alternate item once it’s received.
Replacement: If another copy of the same item is available, the seller may send it out after you return the original.
Decline: If the listing clearly stated “no returns” and you simply changed your mind, or if the return window has expired, the seller may decline the request.
Request more details: The seller may message you for clarification or ask for more photos.
You’ll be notified when the seller proposes a resolution, and you can choose to accept or reject it. If the seller doesn’t respond within 4 days, the request automatically escalates to support.
Sending an item back
If your return or exchange is approved, follow the return instructions carefully:
If the seller is responsible (damaged, wrong item, or not as described), you can download a prepaid return label with tracking at no cost.
If you are responsible (change of mind or discretionary return), you’ll be required to pay for the label before you can download it.
Use secure packaging to prevent damage in transit.
Ship by the date provided in your return instructions.
If the item is returned damaged, incomplete, or packaged poorly, the seller may deduct from your refund to cover the loss in value.
Getting your refund
Refunds are usually issued once the seller receives the item back. Sellers are expected to process the refund within a few days of delivery.
Refunds go back to your original payment method and typically appear within 3–5 business days. Depending on your bank or payment method, it may take longer.
Misuse of returns
Returns should always be made in good faith. Buyers are expected to return the same item they received, in the same condition. Misuse includes things like:
- Sending back a different item than the one purchased
- Returning an item in worse condition than it was received
- Repeatedly opening return requests without valid reasons
Misusing returns may result in denial of a refund, closure of the request, or account restrictions under site policy.
Need help?
If you're having trouble with a return or the issue reporting system, contact Dead Format support and we'll help you get it sorted.