How do I return an item bought online?

Updated October 2026 · How we answer

Steps to return an online purchase

First, find the return policy on the retailer's website. Look for the return window (often 30 days), condition requirements, and whether returns are free. Some stores charge a restocking fee or return shipping.

Next, initiate the return through your account or by contacting customer service. You'll typically receive a return authorization number and a shipping label. Print the label and attach it to the package.

Pack the item securely, include any original packaging and tags, and drop it off at the designated carrier. Keep the tracking number and proof of return until your refund is processed.

• Check return window and condition requirements.
• Initiate return online or by phone.
• Print and attach the provided shipping label.
• Keep tracking and drop-off receipt.
• Allow 1-2 billing cycles for refund to appear.

If the retailer won't accept the return

If the return window has passed or the item is not eligible, you may still have options. Contact customer service and politely explain the situation; some stores make exceptions.

If the item was misrepresented or defective, you may have stronger rights. You can dispute the charge with your credit card company or payment provider if the retailer won't help.

For online marketplaces like eBay or Etsy, check the platform's buyer protection program. They may mediate disputes and issue refunds if the seller won't.

• Ask for a one-time exception.
• File a dispute with your payment provider.
• Use marketplace buyer protection if applicable.
• Consider small claims court for significant amounts.

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