State why you seek a refund: unsuitable size, change of mind, damage, description mismatch, or non-delivery are different situations. A trader's voluntary return policy, marketplace protection, and applicable legal rights provide different bases for a request. Do not assume every online purchase can be returned unconditionally, and do not treat a no-refunds slogan as a complete assessment of every product problem. Identify the transaction and issue before choosing your remedy.
What to have ready
Before you start
Consumer Council advises checking return deadlines, shipping, refund method, and amount against purchase-time terms. Customs' Trade Descriptions Ordinance material concerns specified unfair practices; an enforcement report does not itself complete your personal refund. Establish the seller, marketplace, transaction jurisdiction, and any cross-border element. Keep the item and packaging while obtaining clear instructions, and ask who bears shipping and where the goods must actually be returned.
What to do, step by step
- Inspect promptly and preserve evidence, distinguishing the basis of your request and whether you seek a return, replacement, or repair.
- Make the written request through the trader and platform processes, listing the order, issue, evidence, and remedy within the relevant deadlines.
- Confirm the address, authorisation reference, shipping cost, and refund method before dispatch, photographing the goods and packaging and keeping tracking evidence.
- Check the received refund against payment, shipping, and any currency difference, and pursue unresolved issues through appropriate complaint, payment, or claim channels.
Costs, timing, and things to check
Payment disputes and platform protection are conditional. Keep their deadlines in view while negotiating with the trader rather than assuming acceptance.
Ask the refund confirmation to specify the expected posting date, amount, and transaction reference. Check the actual card or bank statement at that point and follow up under the original case if missing rather than relying on a processed status.
Ask Customs about suspected unfair trade practices. For suspected fraud, contact police and the payment institution and do not pay to unfreeze a refund.
A practical example
For broken tableware, document unpacking, packaging, and damage, then request a remedy from the seller using the listing and delivery terms. Ask whether return is required and who pays shipping. After receiving a refund confirmation, verify the actual bank entry; credit in a marketplace account is not necessarily money returned to the original payment method.
Request the remedy on a clear basis and retain evidence of both the return and actual refund.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.