If you need to return an item, here's the process from requesting a return through to getting your refund.

Note: Collection orders can't be returned using this process. If there's an issue with a collection order, contact our support team.

Step 1: Request a return

If you need to clarify anything before initiating a return, you can message the seller through the order page. Most issues can be sorted out directly between you and the seller without needing to escalate. 

To initiate a return:

1. Go to your Order page and tap on the Returns section
2. Select the reason for your return. Your return window depends on who you bought from:

• 48 hours from delivery if you bought from a private seller
• 14 days from delivery if you bought from a business or charity seller

Not sure if you bought from a private or a business seller? Check the item's detail page or the seller's shop.

3. Upload up to two photos and a description of the issue. This helps the seller understand what's wrong with the order and speeds up the review. Once you're happy, tap 'Submit request'.

Once submitted, a Return Progress section appears on your Order page. This tracks where you are in the returns process and shows any actions you need to take. You'll also receive email notifications at each stage.

Step 2: Seller reviews your request (private sellers only)

If you bought from a private seller, the seller has 48 hours to review your return request. They can either accept it or decline it. If they decline, Quibly support can review the case and determine whether the return should proceed. You'll be notified by email of the seller's decision and next steps. 

If you bought from a business or charity seller, the return is automatically approved and you'll get your return label immediately.

Step 3: Get your return label

Once the return is approved, go to the returns section on your order page and select your nearest drop-off point. Your return label is then generated as a QR code.

Step 4: Ship the item back

Package the item securely in the condition you received it. Take it to your nearest drop-off point and show your QR code. The staff will scan it and give you a receipt.

You have 5 days from getting your return label to ship the item back if you bought from a private seller, or 14 days if you bought from a business or charity seller.

The item must be returned in the same condition you received it.

Step 5: Seller confirms receipt

Once the seller receives the item, they have 72 hours to inspect it and raise a dispute if the item was returned in worse condition than sent. You'll be notified by email when the seller confirms receipt of the item and if they raise any issues during this window.

See Initiating a return dispute for more details about the dispute process.

Step 6: Refund processed

If the seller confirms receipt or there are no issues raised during the 72-hour window, your refund is processed to your original payment method.

What gets refunded:

• Item price: always refunded
• Shipping: refunded for all valid return reasons, except change of mind returns from business sellers where the buyer covers the return shipping cost

The buyer platform fee is not refunded, regardless of reason.

Key timings at a glance

The bottom line

If buying from a private seller: Request a return from your order page within 48 hours of delivery, then wait up to 48 hours for the seller to accept or decline. Drop the item at the carrier within 5 days. 

If buying from a business or charity seller: Request a return from your order page within 14 days and you'll get your label immediately. Drop the item at the carrier within 14 days. 

After a seller receives your returned item, they have a 72-hour dispute window, then your refund is processed. The whole process typically takes 7-14 days from request to refund landing in your account.

Related articles:

Return reasons explained

Tracking your order 

Messaging sellers

Understanding buyer fees

Updated June 04, 2026 16:21