Start with the order itself: the seller’s return instructions for that purchase, plus the consumer law of the country that governs it, decide your deadline, who pays postage and how you get paid back. There is no worldwide return rule. A change-of-mind return can follow different rules from a faulty, wrong or undelivered item, so work out which one you have before you contact anyone.
Step-by-step: returning an online order
- Gather the order details. Open the confirmation email or the order page in your account. Note the order number, the actual seller (on a marketplace this can differ from the platform), the delivery date, the item’s condition and your reason for returning it.
- Read the return terms for that order. Look for eligibility, the last date to request or ship a return, whether a label is supplied, who pays postage, any restocking fee and how the refund is issued. The FTC tells shoppers to check the return window, return shipping cost and restocking fees before buying or returning. Sale or clearance terms can be stricter, but they do not necessarily override your statutory rights.
- Start the return through the seller’s own route. Use its returns portal, form or customer-service channel. Quote the order number and give a clear reason. For a fault or wrong item, describe exactly what is wrong, and keep a copy of what you sent. On a marketplace, check whether its separate buyer-protection process covers this seller and transaction (FTC: Buying From an Online Marketplace).
- Pack and send as instructed. Return the item in the condition and manner the seller requires. Keep the return authorisation and any label. The required packaging varies by retailer and item, so don’t assume specific supplies are needed.
- Keep proof of dispatch. Keep the drop-off receipt, the carrier’s acceptance scan and the tracking details until the refund has actually arrived.
- Track the refund. Check the seller’s stated processing time and which payment account it will credit. If the promised or legal period passes, write to the seller with the order number and your evidence.
- Escalate if needed. See the section below.
The FTC’s advice on solving problems with a business stresses keeping receipts, order confirmations, tracking and every message exchanged.
Which situation are you in?
Change of mind
You want to send back a working, correctly described item. In the UK and EU, distance-selling rules give a statutory right to do this for covered orders. In the US there is no general federal right, so the seller’s policy usually decides.
Faulty, damaged or misdescribed item
Separate statutory remedies apply, which can include repair, replacement or a refund. These generally don’t depend on the seller’s change-of-mind window. Describe the fault precisely and say which remedy you want.
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Item never arrived
In the US, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule covers shipping within the promised time (generally 30 days if none is stated), delay notices, cancellation and refunds for unshipped goods. It is not a right to return delivered items because you changed your mind.
Rules by region
| Region | Change-of-mind right | Return postage | Refund timing |
|---|---|---|---|
| United States | No general federal right; depends on seller policy and state law (FTC) | Check the seller’s policy | Per seller policy; the federal rule covers unshipped orders |
| United Kingdom | 14 days from receipt to tell the seller you are cancelling, then 14 days to send the item back; no reason needed (GOV.UK) | Check the seller’s terms; standard delivery is refunded | Generally within 14 days of the seller receiving the goods |
| European Union | 14-day withdrawal period without giving a reason, generally from delivery, for qualifying distance contracts with traders (Your Europe) | Buyer pays if told in advance; seller pays if it failed to inform you | See the Your Europe page for your country’s details |
United Kingdom details
GOV.UK says “Online, mail and telephone order customers have the right to cancel their order for a limited time even if the item is not faulty.” Exceptions include personalised or custom-made goods, perishable items, unwrapped software or media, and hygiene-sealed items. The seller must refund standard delivery, though not the extra cost of a more expensive delivery upgrade.
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Faulty goods are a separate route under the Consumer Rights Act 2015. Where a refund is due, it must be made without undue delay and within 14 days after the trader agrees you are entitled to it. It generally goes back by the original payment method unless you agree otherwise. Don’t mix this timeline up with the 14-day cancellation rule.
European Union details
Exceptions to withdrawal include made-to-order or personalised goods, opened sealed software or media, some digital content once performance has started with your consent, and purchases from private individuals rather than traders. For defective goods, shipping costs of repair or replacement must not fall on you. Cross-border claims against a seller outside the EU can be harder to enforce (Your rights when shopping in the EU).
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If the seller doesn’t refund you
- Write to the seller, citing the order number, return date, tracking evidence and the deadline that has passed.
- For a marketplace order, open the platform’s dispute or buyer-protection claim. Protections vary and have their own deadlines, so act promptly.
- Depending on the issue and how you paid, ask your payment provider about a dispute or chargeback.
- Contact your national or local consumer-protection office, such as the FTC in the US.
Keep screenshots and messages throughout. A private seller, or one based abroad, can change your rights and how practical enforcement is. This guide is general information, not a ruling on your individual case.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Comparing a seller’s route with a marketplace route
If both are available, compare: the deadline, whether it covers change of mind, defects or both, who pays postage and how the label works, the refund method and processing time, what evidence is required, and the deadline for escalating.
Quick Recap
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Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
