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Not as described guide

How to request a refund when an item is not as described

Document the difference between the product listing and the item received before opening a return, refund or marketplace claim.

Use specific differences rather than general dissatisfaction. Compare the listing with the delivered item’s model, size, colour, condition, quantity or advertised features.

Steps to take

  1. 1

    Save the original product listing and order confirmation.

  2. 2

    Photograph the item, packaging and product labels clearly.

  3. 3

    List the exact ways the item differs from the description.

  4. 4

    Open the seller or marketplace return process within its deadline.

  5. 5

    Keep the return label, tracking and written decision.

Common questions

Is not liking an item the same as not as described?

No. Not as described means the item materially differs from the seller’s listing. A change of mind normally follows a separate return policy.

What should my photos show?

Show the complete item, the specific defect or difference, packaging, labels and any model or serial information relevant to the listing.

Check your own case

Enter your charge details and organize your evidence without connecting your bank account.

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Last reviewed October 7, 2026. General information only; refund eligibility and deadlines depend on the seller, payment route and location.