Cases in which products can be returned

There are specific cases when buyers can return the products they bought. If you want to get your product back, you must have a local return address set up for every logistics method and marketplace in which you operate.

If you’re a US-based seller, you can also provide an international shipping label and initiate a return to origin.

Below we’ve listed the different cases in which this may happen:

  • The buyer received a different product

The buyer will be issued a refund, the order will not be paid and the package will be returned to your local address.

  • The buyer received a defective or incomplete product

The buyer will be issued a refund, the order will not be paid, and the package will be returned to your local address.

  • The buyer received a damaged/broken product

If it’s the carrier’s fault, the buyer will be issued a refund and the order will be paid. If the responsibility cannot be attributed to the carrier, the buyer will be issued a refund and the package will be returned to your local address. To avoid these types of inconveniences, we suggest reviewing our Packing Recommendations. 

  • The buyer backs out of the purchase

The buyer will be issued a refund, the order will not be paid and the package will be returned to your local address. If you do not have a local return address, we will issue a refund to the buyer without affecting your reputation.

  • The package could not be delivered due to a wrong address or the delivery was refused by the buyer

The buyer will be issued a refund, the order will not be paid and the package will be destroyed.

  • The product was retained at customs

If the buyer is responsible for the product retention, the order will be paid. If the product were retained due to importation restrictions, the buyer would be issued a refund and the order will not be paid. For further information on this topic, check the Restricted Products section.

  • The package status is delivered but the buyer claims not to have received it

The buyer will be issued a refund and the order will be paid.

  • I received the product but I have a problem with it

If you have any issues with the returned product (it arrived broken or it’s different from the one you shipped, among others), you have 72 hours to let us know. To do this go to the order detail and click on I have another kind of problem so that a representative can assist you.

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