When you request a return, you'll be asked to select one of the following reasons. This article covers what each reason means, and what to expect once your request is submitted.
1. Item arrived damaged
The item you received has physical damage that wasn’t disclosed in the listing. This includes cracks, tears, broken parts, or other damage that occurred in transit or was present but not mentioned by the seller.
2. Item not as described
The item you received is meaningfully different from the listing information. This includes:
- wrong size, where you received a different size than what was listed
- wrong colour
- different condition to what was stated, for example, listed as ‘very good’ but arrives heavily worn or damaged
- faulty or not working as described
- missing parts or accessories that were listed as included
Note: If an item doesn’t fit but the seller listed the correct size, this is not a valid return reason.
3. Item is counterfeit / not authentic
You have reason to believe the item is not genuine. When submitting your return, include photos and a description to support this. If the seller disputes the return, Quibly support will review the case and help reach a resolution.
4. Wrong item arrived
You received a completely different item to the one you ordered.
5. Change of mind (business sellers only)
This reason is only available when buying from business sellers. It includes situations where the item didn’t meet the buyer’s expectations, or they ordered the wrong item, size, or colour.
Items that can’t be returned
Certain goods may be exempt from return, including sealed items not suitable for return for health or hygiene reasons once opened, and perishable goods.
Collection orders cannot be returned. If there’s an issue with a collection order, contact our support team.
If your item never arrived
If your item doesn’t arrive and tracking shows it was delivered or that it was lost by the carrier, Quibly will manage the resolution directly with the carrier. Contact our support team and we’ll look into it.
Return windows
The timeframe to request a return depends on who you bought from:
- Business or charity sellers: 14 days from delivery
- Private sellers: 48 hours from delivery
Important note: Some sellers may include statements like ‘No returns accepted’ in their shop bio or listing descriptions. These do not override Quibly’s returns policy.
Return costs
In most cases, the seller covers the return shipping cost where they are at fault. For change of mind returns from business sellers, the buyer covers the shipping cost. Some reasons may need to be reviewed by Quibly to determine responsibility before a return can proceed. Platform fees are not refunded regardless of the outcome.
After you submit your request
If you bought from a private seller, they have 48 hours to approve or decline your return. If they decline, Quibly can step in and review the case. Returns from business sellers are approved automatically. For the full returns process, see How returns and refunds work.
The bottom line
Returns are accepted for five reasons: item arrived damaged, item not as described, item is counterfeit, wrong item arrived or change of mind (business sellers only). The return window is 48 hours for private sellers and 14 days for business or charity sellers. If your item never arrived, contact support rather than raising a return.
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Quibly's fee structure explained
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