Returns

Your return requests, the conversation with each store, and the tracking of the parcel. The decision on each return belongs to the store.

To start a return, open the purchase in Purchases and choose “Request a return”. It comes with the WeRefund option, added with the order.

How a return moves

  1. RequestedYou name the items and a reason, and write to the store. Photos and videos go in the same conversation.
  2. AcceptedThe store accepts and gives its return address — here, for you, and nowhere else.
  3. In transitYou send the item back the way you prefer, pick the carrier and add the tracking. The store reads the same tracking view.
  4. ReceivedReported delivered by UPS, FedEx, DHL or Royal Mail — or confirmed by the store for USPS and other carriers.

The 30 days before “No response”. A request the store has not accepted closes as “No response” 30 days after it reached the store. Once it is accepted, nothing runs until the parcel: the 30 days start when the carrier reports it delivered, or when you add a USPS or other tracking. If a tracked parcel is never reported delivered, the store closes the request.

WeRefund buys no label, books no pickup and receives no parcel: it records what you and the store declare, and reads what the carrier reports.

The store closes the request with its issue — refund issued, exchange or refused. A refund the store makes through its payment provider is read by WeRefund; when it covers the items you asked about, it closes the request as “Refund issued” on its own.

In the conversation

Photo

Visible to you, to the store and to WeRefund staff only. Kept with the request, erased with your account.