Return an item for a refund

If your item arrives damaged or faulty, you can return it for a refund. If you’ve changed your mind and want to send it back, you can ask the seller if they’ll accept a return.

From July 10, 2018, some of our time frames for item not received cases and return requests will change.

  • The new time frames apply to any case or request opened on or after July 10
  • If your case or request was opened before July 10, the old time frames apply


If the item you received doesn’t match the description in the original listing, or if it arrived faulty or damaged, you’re covered under the Bottomology Money Back Guarantee. You can return it even if the seller’s returns policy says they don’t accept returns.

If you no longer want an item, you’ll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Purchase history.

Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn’t solved at the end of those 3 days, you can ask us to step in and help.

Start a return

To start a return, select the item you want to send back from your recent purchases above, or follow the steps below:

  1. Find the item in your Purchase history and select Return this item.
  2. Select your reason for the return.
  3. If the item arrived damaged, broken, or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
  4. Select Send.

Return your item

Once you’ve started a return, you can check on the status of your request at any time.

After you’ve started your return, what happens next?

The seller has 3 business days to get back to you. How they’ll respond depends on the reason for your return.

You received the wrong item, or it arrived faulty or damaged


You changed your mind about an item


Send the item back

When the seller accepts your return, you’ll receive an email to your messages with the subject “Send the item back”. You’ll need to send it back within 5 business days, using tracked shipping. Who covers the shipping costs depends on why you’re returning it. Find more information about return shipping.

When you’re sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important. For more information, see our Condition of returned items policy.

If the item is over $750 it will need to be returned with a signature confirmation.

Get your refund

Once the seller receives the item back from you, or once they’ve agreed to refund you and let you keep the item, they have 2 business days to issue your refund. When they do, you’ll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Get help from Bottomology

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, if after 3 business days the seller hasn’t been able to resolve your problem, we’re always ready to step in and help. Once the 3 business days has passed, you can ask us to step in at any time up to 21 business days after your purchase. Email your order# to [email protected] and describe the situation.

Canceling a request

If you’ve changed your mind about a case you’ve opened, and no longer want return your item, it’s easy to cancel your request.

Canceling a Return request

To cancel a Return request:

  1. Go to your Purchase history and find the item.
  2. Select See request details in the More actions dropdown menu.
  3. Select Close your request and choose your reason from the dropdown menu.

It’s important to make sure you’re certain you want to cancel a request, as you won’t be able to re-open a case once it’s been closed.

Misuse of returns or the Bottomology Money Back Guarantee

The Bottomology Money Back Guarantee is designed to protect both buyers and sellers. If we decide that a member is misusing returns on Bottomology, or the Bottomology Money Back Guarantee, they may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples of misuse include:

  • Selecting an inaccurate reason for returns
  • Disregarding item conditions required for returns
  • Requesting an excessive number of returns

you can find more information about our returns policies by referring to our Bottomology Money Back Guarantee policy and our Condition of returned items policy.



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