Are you obligated to accept a return?

The general rule is that private (non-commercial) sellers are not legally obligated to accept returns if the item matches the description in the ad. This means that a buyer who simply changes their mind after a purchase does not have an automatic right to return the item.

However, if the item is not as described or has defects that were not mentioned, you have a responsibility to find a solution.

Steps to handle a return request

  • Communicate calmly:

    Talk to the buyer calmly and professionally. Ask for the reason they want to return the item. Understanding the problem accurately is the first step toward finding a solution.

  • Verify the issue:

    Ask the buyer for photos or additional details about the problem. This helps you determine if the item is genuinely not as described.

  • Negotiate a solution:

    If there is a legitimate issue, consider these solutions:

    • Partial refund: This might be a suitable solution if the defect is minor and the buyer can keep the item.
    • Full refund and return: If the problem is significant, it might be necessary to accept the return of the item and issue a full refund. In this case, both parties should agree on the shipping costs.
    • Item exchange: If you have an identical item, you could offer to exchange it.

Protect your reputation:

Even if you are not obligated to accept a return, cooperating with the buyer and reaching a solution prevents you from receiving negative feedback, which protects your reputation as a reliable seller.