There are two different things people call a return, and they work differently.
Something is wrong with it
Covered for seven days from delivery, whatever the store's own policy says:
- It is not as described
- It arrived damaged
- The wrong item was sent
- Parts or accessories are missing
- It does not work
No store can make this window shorter. One that offers longer returns gives you the longer one.
You choose: money back or a replacement.
You changed your mind
This one does depend on the item, and the listing says which before you pay — so read it while you are deciding.
Made-to-order items never take a change-of-mind return. They were made for you, and nobody else is waiting to buy that exact thing. Every fault above still covers them in full.
Before it ships
If the order has not gone yet, cancel it rather than waiting to return it. Less work for everybody and no parcel travels twice.
How to start one
Open the order, say what went wrong, add a photograph. The store has 48 hours to reply; if it does not, or you disagree with the answer, ask Metzee to step in from the same screen. The whole sequence.
Questions people ask
What if the listing says no returns?
For the five faults above that makes no difference. For a change of mind it does.
Who pays to send it back?
Depends on why. A fault is the store's problem; a change of mind they agreed to is usually yours.
Do I need the original packaging?
For some categories the box is part of what you bought. Ask before sending anything back.
Can I have a replacement instead of money?
Yes, that is your choice to make.
How long does the refund take?
More: how buyer protection works.