Returns

Every product on the store carries its own return terms. You see them on the product page under the buy button (the Returns line), again when you request a return, and they are locked in on the request — a seller changing their terms later never changes a return you already opened.

The standard terms, unless a product page says otherwise:

• 30 days from delivery to request a return.
• RMA required — request first, ship only after the seller approves and gives you an RMA number.
• Original packaging, complete and undamaged, item unused.
• 20 % restocking fee deducted from the item refund.
• You pay the return shipping; use a tracked service.
• Medical items (microchips, implanters, needles, anything sterile or prescription-only) must come back factory-sealed. Opened items are refused and not refunded.

The full policy is at unitedpetclub.com/store/returns.

Buyers: request a return

1. Open Orders in your dashboard and choose the order.
2. In the Returns card, select Request a return (one button per seller if the order has several sellers). Only items that are still returnable are listed — a line that is final sale, past its window, unpaid or already returned tells you why.

3. Enter the quantity to send back for each item, pick a reason, add a note if you like.
4. Read the terms shown under each item and tick the acknowledgements: the terms, the restocking fee and return shipping, waiting for the RMA — and, for sealed medical items, that an opened item will be refused. The dialog shows your estimated refund (items minus the fee).
5. Submit. The return appears in the card as Requested.

After the seller approves

The status turns Approved — RMA issued. The card shows your RMA number, the address to send it to, the ship-by date and any instructions. Write the RMA on the outside of the parcel, ship it tracked, then enter the carrier and tracking number and select Mark as shipped.

You can cancel the request at any time before you ship. If the seller declines, their note is shown in the card.

Your refund

Once the parcel arrives the seller records what came back and in what condition. The card then shows the breakdown: items, restocking fee, any deduction (with the reason), the tax you paid on what is refunded, and the refund total. The tax comes back in proportion to the refund after the restocking fee: return one of two books with a 20 % fee and you get back 80 % of that book’s tax. Tax on the delivery charge is not refunded, because a return does not refund delivery. Refunds go to the original payment method; allow up to 10 days for your bank to show it. A return where nothing met the terms closes with no refund.

Sellers: return terms per product

Open a product → Selling settings → the Returns tab.

• Accept returns off makes the offer final sale; give the reason buyers will see.
• Return window, restocking fee, required condition, who pays return shipping, RMA required, original packaging required, refund method, and optional extra terms shown to buyers.
• Choose Factory-sealed (medical / sterile) for microchips, needles, implanters and anything sterile or prescription-only. On receipt, a broken seal is refused automatically.

Until you save, the Platform default badge shows and the standard terms above apply.

Sellers: handle a return

Open Sales → the sale. The Returns on this sale panel lists every request.

1. Approve & issue RMA: set the days the buyer has to ship, enter the return-to address (street and country are required) and instructions. The buyer gets the RMA number. Decline needs a note the buyer will see.
2. When the parcel arrives, Record what arrived: per item, the quantity received and its condition. Items that fail their required condition (for example Seal broken on a sealed item) are unticked automatically; you can override. Save the inspection.
3. Settle the refund: the panel shows items minus the snapshotted restocking fee, plus the tax the buyer paid on what is refunded (worked out for you, never touched by a deduction); add a deduction with a reason if something was missing or damaged, then Record refund. The money is sent straight back to the buyer’s original payment method and recorded on the order against the RMA; the buyer sees the breakdown. If the payment provider declines, nothing is recorded and you can try again.

Two rules about the money: only you (the seller of that sale), the beneficiary of a donation for donation refunds, or a platform administrator can record a refund — a buyer never refunds themselves. And the payment provider does not return its processing fee on a refund, so that fee share is charged to your earnings together with the refunded amount. The restocking fee you deducted stays with you.