Why was my refund denied?

Overview

Stores can turn down a return or refund if the item doesn't meet the conditions in their return policy — for example, if too much time has passed, the item has been worn or used, or the reason falls outside what they cover. If you disagree with the decision, support can review it.

Common reasons a store rejects a refund

• The item was used, washed, or altered. Most stores only accept items in the condition they were sold in.
• The return window has passed. Many stores accept returns only within a set number of days after delivery.
• The item is on the store's non-returnable list. Underwear, swimwear, personal-care items, and clearance items are common exclusions.
• No proof. The store may need photos or a video to verify the problem.
• Wrong reason. Some issues (buyer changed their mind, wrong size ordered) aren't refundable at every store.

What to do next

1. Ask the store in the order chat for a clear reason and any policy they're pointing to.
2. Send more evidence if there's something extra you can share (photos, video, close-up of a defect).
3. If you still think the refund is fair and the store won't budge, contact our support team. Include:
   • Your order ID.
   • What the store said.
   • Photos and any other evidence.

Support will review the case and mediate. See What if the seller rejects my return?.

Related

• What products can be returned?
• What products cannot be returned?
• Can I return worn clothing?

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.