Returns


Last Updated 15 October 2021
Read 7 minutes
FBSReturn

# General refund rules

  • Customers have an opportunity to return Ozon Global products, except the products in certain categories, within 30 days, Premium users - within 60 days. Learn more about returning products from abroad.

  • Returns are carried out on request that the customer creates. Requests are displayed in your seller account, and you make decisions about them.

  • All communications between the customer and the seller, except for disputes, take place without Ozon's involvement. If the refund request is in the Dispute status, Ozon support team will contact you to clarify the details.

  • Products worth 1,500 rubles or less cannot be returned. Such requests will be rejected.

  • Return of products:

    • of proper quality is paid by the customer;
    • of improper quality is paid by the seller.

    Besides, the seller always pays VAT and the customs duty for the export of goods from Russia. Learn more about the customs duty and VAT amounts.

  • Ozon courier service and Ozon pickup points cannot be used for sending goods abroad.

# How it works

  1. The customer creates a request to return a product. When registering it, they have to specify the reason for the return and attach an image of the product to the request.

  2. You can find out that the customer has requested to return your product:

    • from a notification in your profile;

    • on the Orders -> Return requests -> New page;

    • from the notification to the email address under which your account is registered.

  3. You consider the request. You have 3 calendar days to make the decision. After that, the request will be automatically approved. If you do not have enough information to make a decision, you can message the customer in the chat in the return request. In this case, the request consideration period will be increased to 5 days.

Possible decisions:

# Customs duty and VAT amounts

The seller always pays VAT and the customs duty for the export of products from Russia. Duty and VAT rates depend on the category of the returned product and the country of return:

# Return request statuses

Stage Status in your profile What it means
The request is being considered by the seller (pre-moderation) New request The buyer has created a new request; you should make a decision within 3 days.
Approved subject to product return You have approved the return of the product; the buyer will send it to you within 5 days.
Refunding → Money refunded You have approved a refund without returning the product, as the product is badly damaged, defective or very cheap.
Rejected by the seller You rejected the product return request, specifying a detailed reason for the rejection.
Cancelled by the buyer The buyer changed their mind about returning the product and cancelled their request.
Cancelled due to the buyer's inaction The buyer did not hand over the return to the carrier in time or changed their mind about returning the product.
A dispute is opened The buyer did not agree with your decision and opened a dispute with the involvement of Ozon.
Cancelled by Ozon Ozon considered the dispute and refused the return to the buyer, specifying the reason for this decision.
Approved subject to product return Ozon considered the dispute and approved the product return, specifying the reason for this decision.
Return in transit Return in transit The buyer has sent the return to you.
Product returned to the seller (post-moderation) Received by the seller. The product is being checked You have received a return from the buyer and should make a decision on refunding within 5 days.
Refunding → Money refunded You have approved refunding for the return received.
Rejected by the seller. Product returned to the seller You refused to refund the product after checking it.
Cancelled due to buyer's inaction You asked the buyer a question, but did not get an answer. The refund has been refused.
A dispute is opened. Product returned to the seller The buyer did not agree with your decision and opened a dispute with the involvement of Ozon
Cancelled by Ozon Ozon considered the dispute and refused to refund the buyer, specifying the reason for this decision.
Refunding → Money refunded Ozon considered the dispute and approved the refund, specifying the reason for this decision.

# Learn more about returns