SpanDooly
View Categories
Top Categories

Return an item for a refund

Start a return

To start a return, select the item you want to send back from your recent purchases.

Once you've started a return, you can check on the status of your request at any time.

You can also start a return in your Purchase history. See the instructions below to find out how:

How to return an item from your Purchase history
  1. Find the item in your Purchased Items and select Return this item.
  2. Select your reason for the return.
  3. If the item arrived damaged, broken, or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
  4. Select Send.

What happens after you've started a return

The seller has 7 business days to get back to you. How they respond depends on the reason for your return.

You received a damaged item, it doesn’t match the listing description, or it's the wrong item

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original shipping cost. The seller will also pay for return shipping.

If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. Learn more about our Condition of returns policy.

Offer you a partial refund and let you keep the item – This can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

Send you a message – The seller may ask you for some more details about your return request.

When the seller replies, we'll send you an email with details of the next steps.

You changed your mind about an item

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original shipping cost. Check the seller's return policy in the listing to see who is responsible for return shipping costs.

If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. Learn more about our Condition of returns policy.

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

Decline your return request – Sellers can only decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return.

Send you a message – The seller may ask you for some more details about your return request.

When the seller replies, we'll send you an email with details of the next steps.

Use the JavaScript Cleaner to organize and beautify your scripts before launching websites.

Check an open return request

You can keep an eye on the progress of your return request by selecting Check your return status below, or in your Purchase history

Send the item back

When your return request is accepted, you’ll receive a return shipping label from either the seller or Spandooly, or you’ll be asked to purchase one directly from a carrier. Who covers the shipping costs depends on why you're returning it.

You’ll also receive a date by which you should ship the item back. You can find this date in the details of your return request which will be sent to your Messages with the subject "Send the item back". If you don't ship the return by that date, we may close the request and you will not receive a refund.

When you send your item back make sure a tracking number is added to your return request to avoid delays or issues in the refund process. If you use an spandooly return label, tracking details are automatically uploaded. The seller may have added the number for you. Seller should manually add tracking details to the return.

Keep in mind that the condition of the item you send back to the seller is important, so repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn't packaged correctly, sellers may deduct from your refund to cover the loss in the item's value.

Get your refund

Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 7 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Get help from Spandooly

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, if after 7 business days the seller hasn't been able to resolve your problem, you can ask us to step in and help within 21 business days of opening the request.

Cancel a return request

If you've changed your mind about a case you've opened, and no longer want to return your item, it's easy to cancel your request. See the instructions below to find out how:

Cancel a return request

  1. Go to your Purchased Items and find the item.
  2. Select See request details in the More actions dropdown menu.
  3. Select Close your request and choose your reason from the dropdown menu.

It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.

Misuse of returns or the Spandooly Guarantee

Engaging in activity as described in the Terms and Conditions Policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on Spandooly, blocking buyers from opening claims, the loss of Spandooly Guarantee coverage, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • Opening duplicate requests using other buyer protection programs
  • Colluding with a seller to wrongly declare an item's value for customs
  • Filing a chargeback after receiving a refund
  • Claiming an item was not received when there is proof of delivery to the buyer's address on the Order Details
  • Falsely claiming an item was not as described
  • Returning an item other than the original item received
  • Using or damaging an item and then returning it

You can find more information about our returns policies by referring to our Spandooly Guarantee policy and our Condition of returned items policy

Frequently asked questions about returns

Why was my refund less than the amount I paid?
If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. For more details, please see our Condition of returned items policy.

What should I do if I sent back the item, but the seller didn't receive it?
When returning an item you should always use tracked shipping. If you didn't, and think the seller should have gotten the item back by now, you can ask us to step in and help.

How should I return the item?
An item should be returned in the same condition in which it was received. When returning an item you should always use a tracked shipping service and upload tracking. This maintains proof you returned the item to the seller which ensures your refund.

Can I return an item if my account is suspended?
No, if your Spandooly account is suspended, you won’t be able to return any items until the reason for suspension has been resolved and your account reinstated.

Can I return more than one item from my order?
Depending on the listing, you can return one item or multiple items. Here are your options:

  • Lots, sets, and bundled items – You need to return the entire quantity of the order. For example, if you bought a set of paintbrushes you can't return just one of them.
  • Multi-quantity listings – You can return any quantity of your purchased items. For example, you selected a quantity of five t-shirts at checkout. You can return some or all of them, but you only have one opportunity to do so. If you choose to return two t-shirts, you can't return the other three later.
  • Multiple listings from the same seller – You can return each item. For example, you buy three books that the seller listed individually, but you paid for all of them at once at checkout. You can return each book individually.

Didn't get the answers you were looking for?

Contact
Copyright © All Rights Reserved with Spandooly