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This article applies to selling in: United Kingdom

Refund shipping cost

Sometimes the cost of return shipping is your responsibility. For example, if you ship an incorrect or damaged product, you cannot deduct the original shipping or return shipping costs from the refund. You must provide a full refund to the buyer.

For customer fault returns, for example, accidental order or better price available, you can deduct the cost of return shipping from the refund. For more information, go to Refund orders. For Fashion items, go to Free returns of Fashion items for seller-fulfilled orders.

To add your message to the buyer, perform the following steps:

  1. On the Seller Central page, click Settings.
  2. Under Shipping and Return Information section, click Return Address.
  3. In Return settings page, under General settings tab, scroll down to Your return instructions and provide the return instructions.
    Note: In some situations, buyers could be responsible for return shipping and any restocking fees that might be applicable. This amount can be deducted from your refund.
  4. Click Save settings.

For a full list of customer-fault and seller-fault reason codes, go to Return reason codes for prepaid returns.

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