Ozon or a seller checks return request to verify that you specify all required information and your request meets the return terms and conditions.
A correct return request contains:
- reason that matches the product problem;
- high-quality photos of the product, its packaging, and the defect from multiple angles;
- detailed problem description.
Decisions on request
You can return the product.
Learn more about return methods
Learn more about return methods
Common reasons for request rejection:
| Reason | Description | Return possibility |
|---|---|---|
| The product appearance is damaged | The product is in good condition but there're signs of use. | You can't return the product. |
| Original packaging is damaged | The product is in good condition but its original packaging is damaged or its tags are missing. | |
| The product is non-returnable | The product belongs to the non-returnable category. Learn more about non-returnable products |
|
| You didn't reply | Within 3 days, you didn't send requested information. Your return request is closed automatically. | Follow the recommendations and create another return request with complete information. |
| The reason doesn't match the product problem | You specify a reason that doesn't match the product problem in the return request. | |
| The defect isn't visible in the photo | The defect isn't clearly visible in the photo. | |
| You sent not enough photos | You attach photos from one angle or you don't add photos of the defect or packaging. |