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Guide
Applying for Returns Policy Exceptions
Last updated on Nov 7, 2024
Reading time: 2 min
In this guide:
Overview
The Marketplace Returns Policy is designed to protect customers and Sellers alike. It has been created in collaboration with the Seller community to be easy to understand by customers and enforce by store associates, thus minimizing returns accepted in error. Many exceptions and exclusions have already been considered within the policy to reflect the diversity of categories sold on Walmart.ca.
Additional exceptions will be granted for significant business reasons only. In the rare event that you sell in a unique category requiring a special exception from the standard policy, please submit a Seller Center settings support case with "Returns Policy Exception" in the subject line.
The detailed path to create your support case is below:
- Click “Contact Partner Support” from Seller Center
- Choose category “Partner Account/Profile
- Select “Updating my Seller Center settings"
- Select “Open a Case via Email”
- Edit subject to display: “Returns Policy Exception”
- Please include the exact language of the desired Returns Policy exception in the “Include a detailed description” section, in both English and French. Exceptions submitted without the French language policy will not be approved.
- Walmart will respond to the case within 10 days to advise on the decision and reason. If declined, one appeal is permitted to present any clarifying information. Appeal decisions are final.
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