Request Timing
Begin with a prompt warehouse photo review and note the order’s return deadline. The reviewed procedure specifies five days, described as 120 hours, after “Stocked in”. Check the deadline shown for your actual order and ask support about unclear timing immediately.
Do not treat a seller’s return guarantee or the warehouse storage allowance as an extension of the request period. Check both the seller’s terms and the return conditions for the item.
Eligibility and Condition
Standard return eligibility depends on the seller offering returns and the item remaining in the required resale condition. Custom-made items, non-returnable listings and goods with removed tags or required seals may be excluded.
Keep packaging, labels and accessories intact while a return is under consideration. A submitted request is not confirmation that the seller has accepted it.
Distinguish an incorrect size label, colour or model from an item that matches the order but does not suit you. Describe which situation applies and check the relevant seller conditions. The reason for the request matters when discussing eligibility and who pays the return costs.
Evidence and Support
Contact support with the order number, payment record, product description and relevant photos or other evidence. Identify the discrepancy clearly so it can be discussed with the seller.
Keep the selected listing option, the arrival photo showing the issue and a short explanation together. An illustrative request might say: “Order EXAMPLE-02: the selected option is blue, but the arrival photo appears to show black. Please confirm the colour and advise whether a return is available.” Include the relevant image and keep packaging intact while you await instructions.
State whether you want clarification, an exchange or a return. Save the reply and any agreed costs. A request sent before a deadline, a seller’s acceptance and a completed refund are separate stages; keep their dates and statuses separately.
Return Costs and Refunds
For a return without a quality issue, the buyer is generally responsible for shipping charges. The stated rules assign shipping responsibility to the seller for a confirmed quality issue; confirm the treatment of your request and any service charge before proceeding.
Refund calculations use the product price actually paid. Do not assume that every original charge is refunded or that a late request guarantees a full refund.
Track the requested amount, confirmed refund and any separately agreed return charge as distinct entries. Use the balance and payment records checklist to distinguish a completed credit from a request still being discussed. Check where the refund will be credited and which account status confirms processing.