Below, you will find the most common reasons for returning a product. Click on the corresponding section to see more information about submitting your request.
Wrong Product
- When do I choose this return reason?
If the product:
- is completely different from what you ordered (You ordered a toothbrush and received a toothpaste).
- has some different features from those described on Skroutz (You ordered a 128GB mobile phone and received a 64GB one).
- When can I submit the return request?
Within 14 days following the purchase.
- What do I write in the comments?
Tell us which product you received and how it differs from what you originally ordered.
- What photo should I upload?
Upload photos that show how the product you received differs from what you ordered, if possible. In case of an incomplete order, also upload the purchase receipt (receipt or invoice).
I did not receive the product
- When do I choose this return reason?
If you didn’t receive the items of your order at all.
- When can I submit the return request?
Within 14 days following the purchase.
Missing line item
- When do I choose this return reason?
If you received fewer items than those you ordered (You ordered 5 bars of soap, and you received only 3).
- When can I submit the return request?
Within 14 days following purchase.
- What photo should I upload?
If the field is available, you should upload photos of the items you received, showing what is missing.
Faulty product
- When do I choose this return reason?
If the product:
- has a defect
- has a close or expired expiration date
- When can I submit the return request?
Within 12 months following the purchase.
- What do I write in the comments?
Describe the defect of the product.
- What photo should I upload?
Upload photos that clearly show the product and the defect, if visible. It would also be very useful to upload the product’s package as well as the purchase receipt (receipt or invoice).
Changed my mind
- When do I choose this return reason?
If the product didn’t live up to your expectations or if you just don’t need it.
- When can I submit the return request?
Within 14 days following the purchase.
- What photo should I upload?
If that field is available, you should upload photos of the product, showing that it is in its original condition.
Wrong size
- When do I choose this return reason?
If the product:
- is the size you ordered, but it just doesn’t fit you
- is a different size that what you ordered (You ordered size 38 shoes, but you received size 39)
- When can I submit the return request?
Within 14 days following the purchase.
- What photo should I upload?
If that field is available, you should upload photos of the product, showing that it is in its original condition.
Damaged product
- When do I choose this return reason?
If the product you ordered was delivered to you broken, damaged in any way, or with worn packaging.
- When can I submit the return request?
Within 14 days following the purchase.
- What photo should I upload?
If that field is available, you should upload photos of the current state of the product, as well as a photo of the packaging, if you still have it.
Authenticity doubt
- When do I choose this return reason?
If the product:
- seems noticeably different than an original one.
- has been checked by an official dealership and has been confirmed not to be authentic.
- When can I submit the return request?
Within 14 days following the purchase.
- What do I write in the comments?
Describe the differences you noticed on the product.
- What photo should I upload?
You should upload photos of the product that exhibit its unoriginality, or, if available, a written report from the manufacturer’s dealership, confirming that the product is not authentic.
Missing part
- When do I choose this return reason?
If the product does not contain all pieces or parts (You ordered a table and the package does not contain the screws for assembly).
- When can I submit the return request?
Within 14 days following the purchase.
- What photo should I upload?
If that field is available, you should upload photos of the product, exhibiting the parts missing.
If it’s a product requiring assembly, it would be ideal to upload a photo of the manual, circling the parts missing.