How to return or exchange goods

Returns across borders cost real money, so the first question is who pays. Answer that in writing before anything moves.

Agree the remedy first

1. Open the order and message the supplier with photos and a description of the problem.
2. Ask explicitly: replacement, refund, or partial refund with you keeping the goods. For low-value defects, a partial refund is often the best outcome for both sides.
3. Get the agreement in the platform thread. If the supplier refuses, open a dispute.

Who pays return freight

• Supplier's fault — wrong item, damage, or a defect present at dispatch: the supplier pays return freight, or waives the return and refunds in full.
• Your error — you ordered the wrong variant: you pay, and restocking fees may apply if the supplier states them in advance.
• Dispute outcome — where the platform decides, the decision names who bears return freight.

Steps to return

1. Request a return authorisation number from the supplier. Never ship goods back without one; unauthorised returns are frequently refused at the door.
2. Pack the goods in the original carton with all accessories.
3. Mark the parcel as returned goods on the customs declaration and attach the RMA number. Shipments marked as new commercial goods may be charged import duty twice.
4. Use a trackable service and send the tracking number to the supplier.
5. The refund is issued after the supplier confirms receipt.

Exchanges

An exchange is usually a new shipment rather than a swap of the same parcel, because return freight and redelivery are separate legs. Ask whether the supplier will ship the replacement before receiving the return — many will, for verified suppliers with good history.

Documents

For customs on the return journey: original commercial invoice referencing the RMA, a return-authorisation letter from the supplier, and the original export declaration if your jurisdiction requires it.

Related

• *How to open a dispute*
• *How to apply for refunds*