The best time to understand a return policy is before you need it. A generous-looking discount can become expensive when the item is final sale, return shipping is your responsibility or a restocking fee applies.
Return policies are set by sellers and can vary. Shipping promises, billing disputes and fraud also involve consumer protections. This guide explains a practical U.S. process; it is general information, not legal advice.
Before ordering: save four details
The seller identity. On a marketplace, note the third-party seller and who fulfills the order.
The return policy. Save the window, condition rules, return-shipping cost and restocking fees.
The delivery promise. Screenshot the advertised shipping or arrival date.
The final order. Keep the product description, price, coupon, payment method and confirmation number.
The FTC specifically recommends keeping seller information, what you ordered, what you paid, the return policy, shipping promises, communications and payment statements.
If you simply changed your mind
Start with the retailer's posted policy. Many stores set a deadline and require the product to be unused, tagged or in original packaging. Clearance, personalized, hygiene-sensitive and downloadable goods may have stricter rules.
Request the return promptly. The FTC notes that many stores will not accept returns after periods such as 30 or 90 days. Keep the return tracking number and a photo of the packaged item.
If the item is wrong, damaged or defective
Photograph the package, shipping label, product and damage as soon as possible. Contact the seller with a concise request: replacement, repair, refund or another resolution allowed by the policy. Keep the conversation in email or chat when possible.
If the retailer's deadline has passed, a manufacturer warranty may still apply. Check the warranty rather than discarding the item.
If the order never arrives
Check the carrier tracking and delivery address, then contact the seller. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, a seller should ship within the time it advertised. If no time was stated, the general requirement is within 30 days after receiving the information and payment needed to process the order.
When the seller cannot ship on time, it must seek your consent to a delay or provide a refund for the unshipped merchandise. The FTC also states that when an order is not shipped, a full refund is required rather than only a gift card or store credit.
If tracking says “delivered” but nothing is there
Check safe locations, household members and close neighbors.
Confirm the address on the order.
Ask the carrier for delivery details or a photo.
Report the missing package to the seller and carrier promptly.
Save case numbers and messages.
Seller and carrier policies differ for loss after delivery, so quick documentation matters.
How to write an effective refund request
Keep it short and factual:
Order [number], placed [date], was promised by [date]. It has not arrived. Tracking shows [status]. I am requesting [a full refund / replacement] under your stated policy. Attached are the confirmation and tracking record. Please confirm the resolution by [reasonable date].
A clear request is easier to escalate than a long emotional message.
When to contact your payment provider
Try the seller first unless the transaction is clearly fraudulent. If the seller does not resolve a duplicate charge, missing item, wrong item or defective item, contact the card issuer or payment provider promptly.
The FTC advises credit-card customers to call immediately and send a written billing-error notice that reaches the issuer within 60 days after the first statement containing the error was mailed. Procedures and protections differ by payment type, so use the official instructions for your account.
When to report the problem
Suspected scams can be reported at ReportFraud.ftc.gov. USA.gov directs consumers to contact the seller first and then provides routes to federal or state help when a company does not resolve an online-purchase complaint.
Refund, exchange, store credit or price adjustment?
These outcomes are not interchangeable. A refund returns money through the approved method. An exchange replaces the product. Store credit limits the value to a future purchase. A price adjustment refunds part of the price when the retailer's own price drops within a stated period.
Ask for the outcome you want and confirm what the policy allows. A seller may offer store credit as a courtesy even when a cash refund is unavailable under its return policy. For an unshipped order covered by the FTC merchandise rule, however, the FTC says the required refund is not merely a gift card or store credit.
Marketplace orders need two policy checks
When buying through a marketplace, read both the platform guarantee and the individual seller's return terms. Know where the return goes, who provides the label and when the platform will step in. Keep communication inside the marketplace system when possible so the case record is visible.
Do not let a seller move the conversation to an untraceable payment or messaging channel. A legitimate resolution should not require another payment to release a refund.
Return checklist
Request the return before the deadline.
Use the seller's authorized label or method.
Photograph the item and package.
Keep the tracking receipt.
Record the expected refund amount.
Check the payment statement until the credit appears.
A coupon does not reduce your right to read the terms, receive the product promised or ask for a proper resolution. Treat the return policy as part of the purchase price and the order records as part of the product.