Claim reasons
My mistake — choose this if you changed your mind about the item(s) and wish to return them without any fault on the seller's side. If the seller has enabled the "Return fine" condition, you must pay this fee. Specify the quantity you intend to return; all items must be returned in their original, undamaged packaging, including labels, manuals and accessories. The seller issues a credit invoice for the entire order. All return shipping costs are the buyer's responsibility. This claim type cannot be rejected by the seller.
Shortage — you received fewer items than ordered. You can either return the received item(s) for a full refund or request that the missing item(s) be delivered. If you return items that usually incur a return fee, the fee will not apply, since the shortage is the seller's fault. If you request the missing item(s), the seller must deliver them free of charge. You must provide proof by attaching photo(s) and/or video(s) of the received items and packaging, with shipping labels clearly visible. If the claim is rejected, you are responsible for payment per the original order terms.
Defects — submit if you received item(s) with a defect. Specify the quantity to return and include photo(s) or video(s) of the package and item(s), including labels if visible. If multiple items were delivered in one box and one or more are defective, upload photo(s)/video(s) of the defective item(s) and the outer transport packaging (showing how items were arranged, if possible) — this helps determine responsibility faster. The original packaging must be returned if the defect is identified upon receipt or before installation/use, but does not need to be returned if the defect becomes apparent during use after installation. The packaging may be opened or damaged; its aesthetic condition is not critical, but photo(s)/video(s) are required. A credit invoice is issued after the seller accepts the claim and you do not order the required item(s); if you order them, the seller delivers free of charge.
Wrong item(s) — submit if you received the wrong item(s). Specify the quantity to return and attach photo(s) or video(s) of the package or item(s), including visible labels. Items must be returned in their original, undamaged packaging, including labels, manuals and accessories. A credit invoice is issued after the seller accepts the returned item(s); if you order the required item(s), they are delivered free of charge. For a new delivery, the seller must first approve the claim and then accept, decline, or provide a backorder for the new delivery. If the seller declines the claim, the Buyer is asked to approve the decision within a set time.