This page says when a refund is due, how to ask for one, and how you are paid back.
When a refund is due
- an order you paid for was cancelled, by you or by us, before it was delivered;
- a product did not arrive;
- a product arrived damaged, faulty, or was not the one you ordered or not as it was described;
- you returned a product under our Return policy and the return was accepted;
- you were charged more than the order came to.
How to ask
Sign in, open the order in your account and choose the item you want refunded. Say what was wrong, and add pictures where they help. A request can be made for a delivered item while its refund period runs: the order's page offers it for as long as it does.
What happens next
The seller of the item, or our own team for the items we sell, looks at the request and may ask for the item to come back first. You can follow the request in your account: it is approved or declined, and a declined request is given its reason. If you disagree with a decision, write to us and we will look at it again.
How you are paid back
An approved refund is paid back by the method you paid with, or to your wallet in this store where that is offered. For an order paid on delivery we agree the method with you. How soon the money shows depends on your bank or payment provider.
How much
You are refunded what you paid for the item, tax included. The delivery charge is refunded as well when the fault was ours or the seller's, or when nothing of the order was delivered. A coupon or discount that was shared across an order is counted in proportion.
When we cannot refund
- the refund period for the item has passed;
- the item was used, damaged or altered after delivery, or comes back without parts it came with;
- the item is one that our Return policy says cannot be returned, unless it arrived faulty.
None of this limits a right to a refund that the law of your country gives you.