For a U.S. online purchase, start with the seller's written return policy. There isn't a single FTC return deadline for every web order. If you simply changed your mind or the item doesn't fit, the seller's policy usually determines whether you can return it, how much time you have, and whether you'll receive a refund, exchange, or store credit. The FTC's consumer guidance notes that many stores use windows such as 30 or 90 days.

A damaged, defective, or misrepresented item is a different kind of problem. Describe what actually happened, preserve the evidence, and use the seller's product-problem or warranty process if it has one. The FTC Cooling-Off Rule can provide three business days to cancel certain covered sales, but it isn't a blanket cooling-off period for ordinary online purchases.

What controls your return?

A seller's policy doesn't necessarily settle every warranty or consumer-protection issue. State law, the type of transaction, and the reason for the problem can affect the available remedy. A marketplace, payment provider, or card issuer also doesn't automatically guarantee that a seller will accept a return.

Before you buy: check the return terms

Before clicking Buy, look for these details on the seller's website, product page, or checkout screen:

• [ ] The deadline, including what starts the clock: the order date, delivery date, or another event.
• [ ] Whether the item must be unused or unopened, and whether tags, accessories, or original packaging are required.
• [ ] Exclusions for final-sale items, personalized products, perishable goods, hygiene-related items, digital content, or clearance purchases.
• [ ] The remedy: refund, replacement, exchange, or store credit.
• [ ] Who pays return shipping and whether a label, restocking fee, or other charge applies.
• [ ] The return address and whether you need approval or a return authorization first.
• [ ] How long the seller says refund processing will take and how the refund will be issued.
• [ ] The actual seller when the purchase is made through a marketplace.
• [ ] The item description, price, policy, and checkout terms.

Save a screenshot or PDF of those terms when you order. Online wording can change, and the version available at checkout may help if the seller later gives a different answer. If a policy is unclear, ask before paying and keep the written response.

When an order goes wrong

Identify the problem correctly

Use the reason that matches the facts:

• Changed mind or poor fit: The seller's voluntary return policy usually controls.
• Damage during delivery: Report it promptly. Keep the shipping box, label, and packing materials.
• Defect: Explain what fails, when you noticed it, and whether you used the item as instructed.
• Not as described: Save the listing, photos, measurements, and any promise that influenced the purchase.
• Wrong or missing item: Photograph the package and compare what arrived with the order confirmation.

Don't select "changed my mind" when the item is damaged, defective, or materially different from the listing. That choice may send the request into the wrong process. State the problem plainly and ask which remedy is available.

Gather the record before contacting support

Keep these details together:

• Order number, purchase date, and delivery date
• Seller name and support contact
• Copy of the return policy and product description
• Photos of the item, packaging, shipping label, and damage
• Video or screenshots showing a functional problem
• Tracking number and carrier receipt
• Dates, names, and summaries of support conversations
• The refund, replacement, or exchange you requested

If you're returning electronics, remove your accounts and personal data first. Keep proof that you completed the reset.

Make the request in writing

Use the seller's return portal if one is available, then save the confirmation. Email and chat can also work, but include the order number, the relevant dates, the actual problem, the policy term, and the outcome you want.

You can keep the message short:

Subject: Return or refund request for order [number]

• Order and delivery date: [details]
• Problem: [accurate description]
• Policy term: [quote the relevant deadline or condition]
• Requested resolution: [refund, replacement, or exchange]
• Attachments: [photos, listing, receipt, or tracking]

Please confirm the return instructions and the expected processing time.

The FTC's guidance on resolving problems with a business recommends explaining the problem clearly, stating what you want, keeping notes, and saving copies of online communications.

Returning the package and waiting for the refund

Before handing over the parcel, check the following:

• [ ] The return address came from the seller's official website, account, or support channel.
• [ ] You've followed the packing instructions and included the required accessories or paperwork.
• [ ] You've photographed the sealed package and shipping label.
• [ ] You're using tracking for a valuable item, unless the seller documented another method.
• [ ] You've kept the carrier receipt and tracking number.
• [ ] You've recorded the carrier acceptance date and, later, the delivery date.
• [ ] You've asked whether the seller will inspect the item before approving the refund.
• [ ] You've confirmed when the refund was initiated, not just when the return was marked received.
• [ ] You've checked the original payment account and any store-credit account.

A carrier scan shows that the parcel entered the shipping system; it doesn't necessarily mean the merchant has finished its inspection or refund. The seller's published timeline may cover only its own processing. The bank or card issuer can need additional time to post the credit.

If the seller offers store credit or an exchange when you expected a refund, compare the offer with the policy saved at purchase. Ask the seller to identify the exact term supporting its decision before accepting a different remedy.

If the seller denies the return

A denial may be based on a deadline, condition requirement, exclusion, or missing authorization. Work through the explanation rather than submitting the same request repeatedly:

1. Ask for the reason in writing.
2. Compare that reason with the policy in effect when you ordered.
3. Escalate briefly to a returns supervisor or customer-care manager. Include the order number, key dates, evidence, and remedy requested.
4. If the issue is a defect or inaccurate description, ask whether a separate warranty or product-problem process applies.
5. If the seller remains unresponsive, contact the payment provider that handled the transaction and ask what dispute process is available.

A credit-card billing dispute is separate from a merchant's return process. If you paid by credit card, call the issuer using the number on the back of the card and ask about the deadline, submission method, and evidence it requires. Debit-card, ACH, bank-transfer, peer-to-peer payment, and buy-now-pay-later transactions can follow different procedures, so don't assume credit-card protections apply to them.

If you suspect fraud or an illegal business practice, report it through ReportFraud.ftc.gov. That report doesn't replace a request to the seller or payment provider. Continue with the route that fits the transaction.

The FTC Cooling-Off Rule is narrower than an ordinary return policy

The FTC Cooling-Off Rule gives consumers three business days to cancel certain covered sales. It has exclusions and doesn't apply to every online order, so check the FTC's description before relying on it.

If the rule covers the sale:

1. Sign and date the cancellation form if the seller provided one.
2. If no form was provided, write a cancellation letter identifying the transaction and stating that you intend to cancel.
3. Make sure the form or letter is postmarked before midnight on the third business day after the contract date.
4. Send it using a method that creates proof of mailing. The FTC recommends certified mail.
5. Keep a copy of the form or letter, envelope, receipt, and tracking information.

Don't treat the three-business-day rule as a substitute for reading a retailer's normal return policy. A standard web purchase may instead depend on the seller's terms and any other consumer protections that apply.

Marketplace, subscription, and restricted-item checks

A marketplace order may involve both the marketplace's customer-service process and the individual seller's terms. Start from the order page, confirm who sold and shipped the item, and keep messages inside the marketplace when possible.

A subscription requires a separate cancellation step. Cancel the recurring service, save the confirmation, and check the next billing date. Returning a physical product won't necessarily stop future charges.

Read the exclusion language carefully before buying digital, custom, perishable, or hygiene-related goods. For an expensive item, record its serial number and condition before shipment. With an international order, check the return destination, shipping responsibility, and customs paperwork before purchase.

If EU consumer rules apply

This guide is primarily for U.S. consumers. If you bought as a consumer under EU rules, don't apply the U.S. policy to that purchase.

For many distance purchases, Your Europe guidance on returns and the right of withdrawal provides a 14-day cooling-off period in which the consumer can cancel without giving a reason. Exceptions can include plane and train tickets, concert tickets, hotel or car-rental reservations, and certain digital content after the consumer expressly agrees to lose the withdrawal right when performance begins.

Check the country and product rules before relying on the 14-day period. The EU withdrawal right and the FTC's three-business-day rule are different legal mechanisms.

Final return checklist

Before closing the issue, confirm that you have:

• [ ] Saved the policy and product listing that applied at purchase
• [ ] Sent the request before the relevant deadline
• [ ] Described the problem accurately
• [ ] Kept photos, messages, receipts, and tracking
• [ ] Used the seller's authorized return instructions
• [ ] Confirmed whether the result is a refund, exchange, replacement, or credit
• [ ] Checked the payment account for the completed refund
• [ ] Escalated through the correct payment or reporting route if necessary

If the issue is still open, put the order number, dates, evidence, and requested remedy in one written message and send it through the seller's official channel. Keep the reply and any tracking record until the matter is finished.