Before you issue a refund, consider the following:
After you authorize a return request, we strongly advise that you wait until you receive the item back from the buyer before you issue a refund. If you allow the buyer to keep or discard the item, you would issue the refund without waiting for the return.
If the buyer returns the item to you damaged, or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
For most items, the return request must be submitted within 30 days after the order is delivered.
If you described and listed the item accurately, but the buyer simply no longer wants it or made an ordering mistake (for example, selected the wrong size or color), you may refund the item price but not refund the shipping costs.