Terms & Conditions

The service

Returns Done coordinates pickup and delivery of eligible retail returns to the destination associated with your return. We are an independent return-pickup service and are not the retailer, carrier, marketplace, or manufacturer receiving your return. We do not control a retailer’s return decision, refund timing, carrier processing, or acceptance requirements.

Your responsibilities

You agree to:

• Provide accurate contact, pickup, item, destination, and return information.
• Confirm that each item is eligible for return and that its return window has not expired.
• Supply required QR codes, labels, receipts, authorization, and packaging information in time for pickup and drop-off.
• Package items safely when required and disclose fragile, hazardous, regulated, unusually valuable, or restricted contents.
• Ensure that you own the items or are authorized to arrange their return and that someone can lawfully provide access at pickup.

We may refuse items that are unlawful, unsafe, prohibited by a retailer or carrier, inadequately packaged, materially different from the booking, or otherwise unsuitable for the service.

Offers, acceptance, and payment

You may propose a service price when requesting a pickup. A request is not confirmed until it is accepted. We may accept, decline, or propose a different price. When you save a payment method and authorize a price, the agreed service charge may be processed when the pickup is accepted. Taxes or other required charges may apply.

Packaging, postage, carrier fees, parking, tolls, or other expenses are not included unless stated. We will request your separate approval before charging an additional expense through the service.

Scheduling, access, and cancellations

Pickup times and arrival estimates are estimates and may change due to traffic, availability, weather, access, retailer or carrier conditions, or other circumstances. You must provide safe and reasonable pickup access. Before acceptance, you may cancel through the customer portal. After acceptance, contact your operator to request a cancellation. Any disclosed cancellation, no-show, mileage, or incurred third-party costs may remain payable where permitted by law.

Return results and proof

We will use reasonable care in handling items and will provide available proof of pickup or drop-off. A drop-off confirmation does not guarantee that a retailer will accept the return or issue a refund. You remain responsible for monitoring retailer or carrier tracking and promptly raising discrepancies.

SMS terms

Customers who provide a mobile number and opt in may receive transactional text messages from Returns Done, including booking confirmations, pickup reminders, driver arrival updates, service-status updates, and completion notifications. Message frequency varies according to booking activity. Message and data rates may apply. Reply STOP to opt out at any time. Reply HELP for help. Consent to receive text messages is not a condition of purchase.

You confirm that you are the subscriber or customary user of the mobile number provided and are authorized to consent to messages at that number. Carriers are not liable for delayed or undelivered messages. After an opt-out request, you may receive one final confirmation message. For support, reply HELP or email support@returnsdone.com. See our Privacy Policy at https://returnsdone.com/privacy.

Acceptable use

You may not misuse the service, interfere with its operation, submit fraudulent returns, provide unlawful content, impersonate another person, attempt unauthorized access, or use the service in a way that violates law or another party’s rights.

Disclaimers and limitation of liability

To the fullest extent permitted by law, the service is provided “as is” and “as available.” We disclaim implied warranties that may be disclaimed by law. Returns Done is not responsible for a retailer’s return denial, refund decision, policy change, carrier delay, or events outside our reasonable control.

To the fullest extent permitted by law, Returns Done will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages. Nothing in these Terms excludes liability that cannot legally be excluded or limits rights available under applicable consumer-protection law.

Changes and termination

We may modify or discontinue parts of the service and may update these Terms. Updated Terms will be posted here with a revised effective date. We may suspend access when reasonably necessary to protect customers, operators, the service, or third parties.

Contact us

Questions about these Terms may be sent to support@returnsdone.com.