When a buyer returns a product to our warehouse for any reason, we review it to verify its condition as follows:

If the product is unopened, has the security seal, and is in excellent condition, it is automatically restocked!
If it has been opened and the product is not suitable for sale, we will have it ready for you to pick it up.
If it does not comply with the return policies or does not match what the buyer described in the complaint, we will refund you the money from the order.

You can check the result of the product review in the order detail.

Check the result of the review by Mercado Libre

Which returns are reviewed by Mercado Libre

All returns of the following products that have been sold at Full will go under review by Mercado Libre:

Cell phones, notebooks, netbooks, tablets and smartwatches.
TVs and monitors.
Computer accessories, speakers and earphones.
Sneakers, boots, sandals, bags and clothing.
Fryers, mixers, blenders and coffee machines.
Appliances.
Household items, furniture, and garden equipment.
Tools.
Jewelry and watches.
Beauty and toiletries.

If an order with more than one unit of the same product is returned, it will go directly to you for your review as long as you have a local return address set up in your account, otherwise, you will have to create a pick-up.

*As of March 2022, it will be mandatory for cell phones that the IMEI code is fully visible on the product's packaging to restock them. We strongly recommend not to cover it with labels or accessories when preparing the inbound.

How Mercado Libre reviews the returns

Basic visual and functional checks are performed to verify that:

The buyer returned the correct product.
The buyer sent all the accessories received.
The buyer sent the product in the same conditions described in the complaint.
The product does not have marks of misuse.
The product turns on correctly and it’s not blocked.

There are cases in which Mercado Libre will not be able to cover for you and will refund the buyer:

If the product was opened and is in good condition.
If it does not work or does not have marks of misuse.
In some cases when the device is blocked.
If we verify that the product has the problems that the buyer described in the complaint.

In all cases, it will be ready for you to pick up at our warehouse, with the option that suits you best.

How to pick up the products that cannot be restocked

Go to the “Stock control” section under “Stock management Full”. In the column "Not suitable for sale," you will find how many units were returned and need to be removed from the stock.
Choose the product you want to pick up and in the Pick up or discard products dropdown, select "Pick up products".
Set how many units you want to pick up of each product.
Tell us when you will pick up the products and confirm the pickup method: via private vehicle or delivery to the local return address (only available in Mexico).
Confirm the pickup.
Print the pickup authorization; it will have the date, time, and address of the distribution center where you must pick up the returned products. You must take the authorization with you when picking up the products.

Print the pickup authorization

Once the products have been dispatched, you will be able to track them in the “Created pickups” section.

Created pickups section

Keep in mind that units from a confirmed pickup will stop generating fees if they are being applied.

After picking up the returned products, how do I identify to which order each product belongs?

Identify the order ID on the returned package. All returns have this code. You will find it on the label that Mercado Libre attached to the package.
In the Order section, enter the order ID in the search box and press Enter.
Done! You will have detailed information on the order to which the return belongs, the date on which the review was made, and its result.

Managing my Returns