Return an item for a refund
If the item you received arrived damaged, doesn't match the listing description, or if it's the wrong item, you're covered under the smartCommerce Money Back Guarantee. You can return it even if the seller's returns policy says they don't accept returns.
If you no longer want an item, you'll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Purchase history.
Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn't solved at the end of those 3 days, you can ask us to step in and help.
Start a return
To start a return, select the item you want to send back from your recent purchases above, or use the button below.
What happens after you've started a return?
The seller has 3 business days to get back to you. How they respond depends on the reason for your return.
Check an open return request
You can keep an eye on the progress of your return request by selecting Check your return status below, or in your Purchase history.
Send the item back
When the seller accepts your return, you'll receive an email to your Messages with the subject “Send the item back”. You'll need to send it back within 5 business days. Who covers the shipping costs depends on why you're returning it. Find more information about return shipping.
When you send your item back we recommend using tracked shipping. Adding tracking details to your return helps protect against delays or issues in the refund process. If you use a smartCommerce returns label, tracking details are automatically uploaded. If you're using a different returns label, you should manually add tracking details to the return. Learn more about adding tracking to your return.
When you're sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important.
If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value.
For more information, see our Condition of returned items policy.
Get Your refund
Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.
It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.
Get help from smartCommerce
Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, if after 3 business days the seller hasn't been able to resolve your problem, you can ask us to step in and help within 21 business days of opening the request.
Learn more about asking smartCommerce for help.
Cancel a return request
If you've changed your mind about a case you've opened, and no longer want to return your item, it's easy to cancel your request. See the instructions below to find out how:
It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.
Misuse of returns or the smartCommerce Money Back Guarantee
Engaging in activity as described in the Abusive Buyer Policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on smartCommerce, blocking buyers from opening claims, the loss of smartCommerce Money Back Guarantee coverage, and account suspension.
Activity that is not allowed includes, but is not limited to:
You can find more information about our returns policies by referring to our smartCommerce Money Back Guarantee policy and our Condition of returned items policy.