When the retailer receives your return, it inspects your items against its return policy. If your items don't meet the policy (for example, because they're damaged, worn or missing tags), the retailer may:
- Reject your return: none of the items are accepted.
- Adjust your return: only some items are accepted, or the value of your return is reduced.
What happens next
We'll email you to let you know, and charge your payment method on file:
- Rejected return: the full return value.
- Adjusted return: part of the return value, for the items or amount the retailer didn't accept.
No unreturned item charge applies. This works the same way whether you chose a refund or an instant exchange. If you chose an instant exchange, your new order isn't affected.
If you shipped your return late and we reversed your charges when it was scanned, then the retailer rejects it, we'll charge the return value again.
Questions about the decision
The retailer makes the decision to reject or adjust a return. For questions about why, check the retailer's return policy or contact the retailer directly.
Questions about the charge
Contact our support team and include your Return ID, which you'll find in any email from us. If the charge doesn't go through, see I have a payment due, how can I make a payment?
Related articles:
- Why am I being charged for my return?
- What if I've opened or used the items or they are damaged?
- I have a payment due, how can I make a payment?