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Managing Returns & Cancellations

This article describes how sellers handle items that have been returned to them or orders that have been cancelled.

This article contains the following sections:

 

How Returns Work

Chairish customers have 48 hours after delivery to initiate the return of an item. Assuming the seller is not responsible for any item inconsistencies from the listing, and no damage occurred during transport, the buyer is responsible for all outbound and return delivery charges. The buyer will be refunded once the item has been returned to the seller in good order.

If an item is returned, the buyer is refunded once the item is confirmed to be back in your possession in its original condition. You will not receive your seller payment for any returns.

Who pays for shipping on a return?

  • Standard Return: If the return is due to a change of heart (and the item matches your listing), the buyer is responsible for all outbound and return delivery charges.
  • Inaccurate Listing: If Chairish determines the listing was inaccurate or the buyer was given incorrect information, the seller will be charged for both outbound and return delivery costs.
  • Free Shipping: If you offered free shipping on the original sale, the expense you incurred to ship the item will not be reimbursed.

If a buyer contacts you directly requesting a return, please contact Chairish Support for further instructions. Do not attempt to process the return or refund outside of the platform. 

Sellers Located Outside the Continental U.S.

For sellers located outside the continental U.S., should a buyer want to return an item, you will need to provide Chairish with a return shipping label so that we can provide it to the buyer, enabling the item to be returned to you at the location of your choosing. 

 

Receiving Returned Items

If a buyer is returning an item, the refund is processed after you receive the item back and confirm it is in the same condition as originally sent. Funds are not released to the buyer until the return is delivered back to you in good order.

When the item arrives, inspect and document its condition with photos. If the item is missing parts, damaged, or was used beyond normal handling, document the issue and contact Support for further instructions.

 

Tips for Minimizing Returns

 Keep in mind, even with the best descriptions and photos, sometimes the item just isn’t a fit for the buyer.  

  • Be Detailed: Mention even tiny scratches or wear. Buyers appreciate honesty and are less likely to return an item if they know exactly what to expect.
  • Lighting Matters: Include clear, well-lit photos that capture all angles and any (even minor) flaws.  Shadows can sometimes hide flaws or misrepresent the color of an item. For tips on taking quality photos, read our Photo Guide.
  • Quick Communication: Answering buyer questions via the Messages feature before the sale can prevent "mismatch" returns later.

 

How Cancellations Work

If an order is cancelled before shipment, the buyer will not be charged for that order and no payment will be sent to you, as the seller. Do not ship any items after an order has been cancelled.

  • Payment processing/transaction fees are voided or reversed when the order is cancelled before shipment.
  • Platform-issued shipping labels that were never used/scanned are not billed.

Limitations:

  • You cannot charge the buyer a restocking fee for a pre-shipment cancellation. 
  • We do not provide reimbursement or compensation for cancelled orders (ex. for lost time, lost sale opportunities, or packaging costs). 
  • If you purchased postage or insurance outside the platform, please pursue voids/refunds directly with those providers. 

If an order is cancelled more than 48 hours after purchase, or after it has already shipped, it will be treated as a return.

Please note, Made-to-Order items may be cancelled up to 24 hours after purchase.

 

Cancellations Due to Delivery Delays

If a buyer no longer wants an item due to delivery delays, Chairish can cancel the order; however, once an order has shipped or been handed to a carrier, the cancellation is processed as a standard return. In that case, the buyer is responsible for shipping costs both ways.

 

Cancellations on Local Pickup and Delivery Orders

The buyer or their agent must reject the item at the time of pickup or delivery from the seller. After the buyer or their agent takes the item or accepts the local delivery, the order cannot be cancelled, and the item is non-returnable.