There are two types of products returned to you:
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Cancellation:
- order is canceled before it’s delivered to the customer;
- customer doesn’t pick up the order before its storage period ends;
- customer cancels the order before receiving it.
Such shipments get the “Canceled” status. Products return to the warehouse of the logistics partner that delivered them from China. The logistics partner pays for shipping products back to its warehouse.
If the order is canceled, Ozon doesn’t charge you for shipping products and processing cancellation. The logistics partner becomes responsible for the product, and Ozon doesn’t participate in making further decisions on it.
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Return: customer requests a return of received products. We approve the request, accept products at a pick-up point, and return money to the customer.
The cost of delivering such products to customers is deducted from your account. The payment goes to the logistics partner and can’t be refunded. We refund you Ozon fee once the customer receives full refund.
Until April 1, 2025, Ozon doesn’t charge you for processing returns to pick-up points. We’ll determine the rates for such services by March 1, 2025. New rates will include the costs of returns processing services we’ll have provided by April 1.
Paid return processing services #
Starting from April 1, 2025, the following services become paid:
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delivery and handover of returns to the logistics partner you’ve selected in your warehouse settings;
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product disposal by Ozon.
Learn more about disposal reasons
We’ll notify you about new service rates by March 1, 2025.
