How to Return or Get a Refund on an Online Order
A step-by-step guide to requesting a return, what to include, and what to do if you do not get a response.
By the ZOMART team. Published 2026-10-24. General information only, not medical advice.
Act quickly
Return windows start on delivery, not on the day you ordered. Check the policy as soon as your item arrives and inspect it right away so you do not miss the deadline.
Steps to request a return
- Find your order number in your confirmation message.
- Read the seller's returns policy to confirm the item is eligible.
- Take clear photos if the item is damaged, defective or not as described.
- Contact the seller with your order number, the reason and the photos.
- Keep the original packaging until the return is finished.
What to expect
The seller may ask you to send the item back, or may offer a replacement or refund without a return for low-cost or damaged items. Approved refunds usually go back to the original payment method. Your bank can take several business days to show the credit after the seller issues it.
If you do not get a reply
Send a polite follow-up after two or three business days. If the order never arrived or is not as described, use the buyer protection offered by the store. On ZOMART, the A-to-z Guarantee covers these cases. You can also ask your card issuer about a dispute as a last step.
Keep records
Save emails, screenshots, tracking numbers and photos until your refund has arrived. They make any later conversation faster.