For shoppers

Returns and refunds

Open your order page and choose Request a return: pick the items, a reason, and a refund, replacement or repair. Faulty, damaged, wrong or not-as-described items are always accepted. Change-of-mind returns follow the store's returns policy.

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TL;DR: From your order page (the View your order link in your confirmation email), choose Request a return. Pick the items, say why, and choose a refund, a replacement or a repair. You get an email at each step, and the order page shows the result.

Before you start

  • The store's Returns policy page, linked in its footer, says what applies to that store: the change-of-mind window, who pays return postage, and whether a restocking fee applies.
  • A return can be requested on an order that is paid and not cancelled.

Faulty, damaged, wrong, or not as described

These are always accepted. You choose the remedy: a refund, a replacement or a repair. Add photos to the request; they speed things up.

Change of mind

  • At stores where Btab takes the payment, you can return an item for a refund within 14 days of delivery unless the store's policy says otherwise.
  • At stores that sell under their own business, change-of-mind returns are offered only when the store's returns policy says so, with the window it names.

How to request a return

  1. Open your order page from the confirmation email.
  2. Press Request a return.
  3. Tick the items, choose the reason and the remedy, add a note and photos if you like, and send it. One request per item.

The page tells you who handles the return: the store itself, or Btab on the store's behalf.

What happens next

  • Whoever handles the return is notified at once. They approve the request (and tell you where to send the item), resolve it, or cancel it with a reason. You get an email at each step.
  • A store that has not replied within three days is reminded.
  • The refund goes back the way you paid. Refunds can be partial, item by item; whether delivery is refunded follows the store's policy. Some stores offer store credit instead, if you prefer it.
  • When the refund is made, your order page shows This order was refunded on <date>.

What this means for you

Keep the confirmation email, photograph any damage before you pack the item, and use the request form rather than a message, so the request, the approval and the refund are all on your order page. Read the store's Returns policy first for change-of-mind returns; it is the store's own word on the window and the postage.

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