Returns and refunds

Klatchit is a marketplace of independent sellers, and each seller sets their own return policy. Here is how returns work and what to expect.

Return policies are per seller

Every store publishes a return policy, shown on the product page and the seller's storefront before you buy:

Return window — days after delivery you can still open a return. The default is 30 days; sellers can set a different window (a policy may also say "no time limit"). Some stores do not accept returns at all.
Restocking fee — some stores charge a percentage that is deducted from your refund; many charge none. The rate that applies is the one in effect when you request the return.
Return shipping — the policy states whether the buyer or the seller pays return shipping. This is a disclosure between you and the seller; Klatchit does not charge or reimburse it.

Only delivered items can be returned, and the window is counted from the delivery date.

Go to Your orders (/account/orders) and open the order. Items are grouped by seller — you return items to the seller they came from.
Choose the items and a reason (defective, not as described, wrong item, damaged in shipping, no longer needed, or other). Add a note if it helps.
The seller reviews your request. Some stores auto-authorize eligible returns instantly; otherwise the seller authorizes or declines it.
Once authorized, send the item back (or, for pickup orders, drop it off in person — you get a one-time 6-digit drop-off code the seller enters at the counter).
When the seller marks the return received, your refund is issued.

You can follow all your returns at /account/returns.

Refunds go to your original payment method via Stripe — never as store credit. (If your order used store credit, that portion is returned to your credit balance.)
The refund covers the returned items' post-discount price plus the sales tax charged on them. Tax is charged per seller group, so your refund includes the share of that tax that belongs to the items you return.
Original shipping is refunded when your return completes the order — once every item in that seller's part of the order has been returned, you get back 100% of what you paid, shipping included. A partial return (you keep some items) refunds the returned items and their tax, but not shipping.
Any restocking fee the store's policy discloses is deducted from the item-and-tax portion of the refund — never from shipping.
Timing: refunds typically appear on your statement within 5–10 business days, depending on your bank.

Separate from returns, you can open a protection claim for an item that never arrived or is significantly not as described:

Message the seller first — a claim can be opened only after a seller-contact wait (currently 48 hours by default).
Claims can be opened within 30 days of delivery (or of expected delivery for orders that never arrived); for undelivered orders, expected delivery is counted as 7 days after the order was placed. These windows are platform settings and may be adjusted.
The seller resolves the claim directly with you (refund, replacement, etc.). Klatchit records the claim, sets a response deadline for the seller (72 hours by default), and its Trust & Safety team oversees outcomes — Klatchit does not itself pay out claims.
Open and track claims at /account/claims.