The product or service you received doesn’t match the merchant’s description or arrived damaged/defective

If the item or service you received doesn’t match the merchant’s description, try contacting the merchant first and request a refund or replacement. If they agree, you may need to return the product. Let them know you’re ready to return it and ask for return instructions. Good news — this applies only to physical items; you don’t need to return services.

If the merchant refuses the return or doesn’t respond, contact us and explain what happened. Be sure to describe how the item doesn’t match the description and attach photos of what you received. If available, also include receipts/invoices/order confirmations from the merchant’s website.