- Check the return deadline and the condition rules before you do anything else.
- Start the return in your account, keep proof of shipping and photograph the item.
- Your rights depend on the country: some give a cooling off period, others rely on store policy.
- If the store refuses, escalate in steps: support, then a formal complaint, then your card issuer.
Open your order in the store's account page, choose the return option, pick a reason, then print a label or get a drop off code. Pack the item with everything that came in the box, send it back and keep the receipt until the refund lands.
The short answer
Most stores set a deadline, often 14 to 30 days from delivery, so check it on the day the parcel arrives. The rest of this guide covers what to check before you start, your rights in different countries, the steps in order, and what to do when a return goes wrong.
Before you start
A few minutes of checking up front avoids most return problems.
- Find the return policy for the item, not only the store's general policy. Some products have shorter windows or different rules.
- Check the deadline and when it starts. Many stores count from delivery, others from the order date.
- Look for exclusions. Opened software, hygiene products, personalised items and some electronics are often excluded or subject to a fee.
- Check who pays for return shipping, and whether a restocking fee applies.
- Find out who the seller is. If a marketplace seller shipped it, that seller's policy applies, not the marketplace's.
- Keep the original packaging and every accessory until you are sure you are keeping the product.
Know your rights
The rules differ a lot by country, so treat this as a starting point and check the rules where you live.
In many places a faulty product is covered by consumer law regardless of the store's own policy. Whether you can return something simply because you changed your mind depends on where you are and how you bought it.
| Region | Changed your mind (online purchase) | Faulty or not as described |
|---|---|---|
| European Union | Generally a 14 day right to cancel most distance purchases, with some exceptions. | Legal guarantee, usually at least two years. |
| United Kingdom | Generally 14 days to cancel after receiving the goods, then a further period to send them back. | Consumer law covers faulty goods, with remedies such as repair, replacement or refund. |
| United States | No general federal right. It depends on the store's policy. | Warranty and state consumer laws apply. |
| Australia | No general right to return because you changed your mind, apart from store policy. | Consumer guarantees cover faulty goods. |
| Other countries | Varies. Check local consumer protection rules. | Varies. Check local consumer protection rules. |
Always read the store's policy as well, because many retailers are more generous than the law requires.
Step by step: how to return an online purchase
The details differ by store, but the process is almost always the same.
- Sign in and open your orders or order history.
- Find the item and choose the return, or return and replace, option.
- Select the reason. If the product is faulty or damaged, say so, because it can change who pays and what you are offered.
- Choose a return method. Stores usually offer a prepaid label, a printable form or a QR code for a drop off point, and some offer a pickup.
- Choose what you want: a refund to the original payment method, store credit or a replacement.
- Repack the item with all parts, manuals and accessories, in the original box if you have it.
- Photograph the item and the packed parcel. Attach the label, covering any old shipping labels.
- Drop it off or hand it to the carrier, and keep the receipt and tracking number.
- Track the parcel until the store confirms it has arrived, then watch for the refund.
On Amazon, for example, the option sits under the return or replace items link in your orders. Other large retailers use similar wording.
Packing and shipping tips
Pack it so it arrives intact
A return that arrives damaged can be refused or refunded at a lower value. Use the original box where possible, add padding for fragile items and seal the box securely.
Keep proof
Keep the drop off receipt, the tracking number and your photos until the refund appears on your statement. If a dispute comes up later, those records settle it.
Mind the deadline
The deadline usually applies to when you ship the item, but some stores count the day they receive it. Ship early to be safe.
Returning by mail or in store
Many retailers let you choose, and the right option depends on the item and where you live.
Returning in store is usually faster. A staff member checks the item on the spot, you often get the refund immediately, and you avoid packing and shipping. It works best when a branch is nearby and the item is bulky or fragile. Returning by mail suits online only retailers and people who live far from a branch, and many stores supply a prepaid label. The cost is time, packing and the wait for the parcel to arrive and be processed.
If you have the choice, returning in store reduces the chance of damage in transit and of a lost parcel. If you ship, send it with tracking and keep the receipt, since the tracking number is your proof the item left your hands.
How long refunds take
Refunds usually begin after the store receives and checks the item. Then the payment provider needs time to post the money.
Refund times depend on the store and your payment method. Card refunds often appear within several business days after the store processes them, and can take longer. Bank transfers and some payment services vary. If you chose store credit, it is usually instant once the return is approved.
| Step | Typical wait |
|---|---|
| Parcel travels back to the store | A few days to a week or more |
| Store inspects and approves | A few days |
| Refund appears on card or account | Several business days, sometimes longer |
If the refund is late, contact support with your order number and the tracking details, and ask for the date the refund was issued.
Mistakes that cost you money
Each of these is easy to avoid with a minute of care, and they cause a large share of refused or reduced refunds.
- Missing the deadline by a day or two. Put the date in your calendar when the parcel arrives.
- Throwing away the box or accessories before you are sure you are keeping the product.
- Sending the item without tracking, then having no proof when it goes missing.
- Choosing store credit when you wanted a refund, because credit is often hard to change later.
- Returning to the wrong address, for example the seller's address when the store has a separate returns centre.
- Not photographing damage or the condition of the item before you pack it.
- Assuming the marketplace will handle the return when the seller has its own policy.
Messages you can copy
A short, specific message gets a better result than a long angry one. Replace the details in brackets and send it through the store's support channel so there is a written record.
For a faulty item: Hello, I bought [product] on [date], order number [number]. It arrived faulty: [short description]. I have photos and can send them. I would like a refund (or replacement). Please tell me how to return it and who covers the shipping.
For a late refund: Hello, I returned order [number] on [date] with tracking [number]. The carrier shows it was delivered on [date], but I have not received my refund. Please confirm the date the refund was issued and the method used.
What to do when a return goes wrong
Most returns go smoothly. When one does not, work through these steps in order.
- Contact the store through its support channel and keep a written record. Give the order number, the dates and your tracking proof.
- Ask politely for a clear reason and for what would fix it. Many problems are mistakes that support can correct.
- Escalate to a manager or a formal complaint form, and quote the policy and your rights.
- If the store still refuses and the product is faulty or the refund is overdue, contact your payment provider. Card issuers often accept disputes within a limited time, commonly 60 to 120 days, so act promptly.
- For serious cases, contact your local consumer protection body or small claims process.
Special cases
Damaged or faulty products
Photograph the damage, keep the packaging and contact the seller straight away. You usually have stronger rights for faulty goods than for a change of mind, and the warranty may offer repair or replacement.
Opened electronics
Some stores accept opened electronics only if they are faulty, or charge a restocking fee. Check before you open sealed items you are unsure about.
Marketplace sellers
Returns go to the seller, who may be in another country. Check the seller's address and return policy before you buy, because shipping abroad can cost more than the item.
International purchases
Return shipping and customs can make a return expensive or impractical. Check the policy before you buy from an overseas store.
Gifts
Ask for a gift receipt. Many stores offer exchanges or store credit when the buyer is not the recipient.
Avoiding returns in the first place
The easiest return is the one you never need. Check the recurring complaints before you buy, compare with one alternative and confirm the return terms at checkout. Our guide to avoiding buyer's remorse lists habits that cut regret, and VEYDICT's verdicts show the main reason people regret a product so you can spot a problem before the box arrives. Browse our categories to see how each product type is judged.
Questions
How long do I have to return something?
It depends on the store and the product. Many allow 14 to 30 days from delivery. Check the policy on your order or at checkout.
Who pays for return shipping?
Some stores pay, some charge a fee and some only pay when the item is faulty. The return policy states which.
What if the item arrived damaged?
Photograph it straight away and contact the seller. You usually have stronger rights for faulty or damaged goods than for a change of mind.
Can I return an item without the original packaging?
Often you can, but some stores reduce the refund or refuse returns without it. Keep the box until you are sure you are keeping the product.
Why is my refund taking so long?
It usually starts after the store receives and checks the item, then takes time to post to your account. Contact support with your tracking details if it is late.
Can I return something I bought on sale?
Usually yes, but some stores treat sale or clearance items differently and offer store credit or no returns. Check the terms before you buy.
