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Why am I being charged for my return?

Updated

When you start a return with Reshop, you get your refund or your new order straight away, before the retailer receives your items. Because of this, we may need to charge your payment method on file if your items aren't returned as expected.

Common reasons for a charge

  • Your return wasn't dropped off in time. If you don't ship or drop off your items (including at a Happy Returns location) within 7 days, we charge the return value, and an unreturned item charge may apply.
  • You returned only some of your items. We charge the return value of the items you kept. For example, if you return one of two items with the same price, you're charged half the return value.
  • The retailer rejected or adjusted your return. If the retailer rejects your return (for example, because items are damaged, worn or missing tags) or adjusts it, we charge the return value of the rejected or adjusted items. No unreturned item charge applies.
  • You cancelled your return. We charge the full return value. No unreturned item charge applies.

What is the return value?

The return value is the amount credited for your return:

  • Refund: the refund you received.
  • Instant exchange: the credit from your return that was applied to your new order. Any difference you paid for your new order is separate and isn't affected.

If a Reshop fee was deducted from your refund, the return value is the full refund amount before the fee.

How charges work

  • All charges go to your payment method on file: the debit card, credit card or bank account you gave us when you started your return.
  • Your refund or new order isn't affected. We process the charge separately.

What if I ship my items late?

You can still send your items after the due date, using the shipping label or QR code you were already given.

  • Refund to your original payment method: once we confirm your return, we reverse the return value charge and any unreturned item charge to your payment method on file.
  • Refund to a debit card, credit card or bank account: your refund is reversed, and the retailer processes your return under its standard return policy.
  • Instant exchange: once your return is scanned by the carrier, we reverse the charges to your payment method on file. It may take 5 to 10 business days to process.

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