A returns policy checklist before you place an order
Returns matter most when you read the policy before buying. A product that looks affordable can become expensive if return postage, exclusions or a short deadline make it difficult to send back.
Find the actual seller
On a marketplace, the platform and the business selling the item may be different. Open the seller details and find the policy that applies to this order. Look for the return window, how to start a return, the destination and whether an item must remain unopened. Rules vary by location and product, so do not assume one familiar store's policy applies everywhere.
Record four details
Save the last date to request a return, who pays shipping, whether there is a restocking charge and how the refund is issued. Store credit is different from money returned to your payment method. Take note of any exception for customised, hygiene-sensitive or final-sale items.
Inspect promptly
Open the package early enough to check the order against its description. Keep packaging and photographs until you are confident you will keep it. If something is wrong, write a concise message with the order number, problem and requested remedy. Keep the conversation within the retailer's documented support channel. FTC guidance can help with unfamiliar sellers; local consumer agencies can explain rights that may apply beyond a store's advertised policy.
Sources & further reading
Source material and official guidance. Original practical suggestions are editorial content, not statements from the organisations below. Checked September 9, 2026.
Have a correction or a question about this article? Contact the editorial team. Read our editorial policy and disclaimer.
