What is the policy?

1. Return centers

Before accepting returns, you must set up your return center details in Seller Center with a valid U.S. return address. Your return center address can’t be located in Hawaii, Alaska or U.S. territories including American Samoa, Guam, the Northern Mariana Islands, Puerto Rico and the U.S. Virgin Islands. You also can’t use a P.O. box as your return address.

You can set up multiple return centers but at least one return center must be set up at all times. By default, all returns will be sent to the return center that is closest to the customer’s location unless otherwise indicated by your item-level return rules.

Walmart reserves the right to audit your return center addresses for data quality and to standardize return addresses to reflect the appropriate carrier formats. In the event of your termination, Walmart reserves the right to route packages to Walmart's return center for failed delivery or undeliverable packages to your return center. 

Walmart reserves the right to charge you a failed delivery fee for items that are rerouted to Walmart’s Return Center in Las Vegas as a result of a failed delivery attempt, due to an incomplete or invalid address provided in Seller Center. If your Walmart Marketplace returns are incorrectly routed to the Walmart Las Vegas return center instead of the return address listed on your account, follow the steps outlined here for FedEx or USPS.

2. Return shipping carriers and labels

Unless you specify otherwise, Walmart’s Returns Shipping Service (RSS) will be used as the default label printing method for seller-fulfilled return shipping labels. If you choose to use your own carrier (FedEx or UPS) for label printing, you’ll need to add your carrier account details in Seller Center.  

3. Return windows

You must support a minimum return window of 30 days, which begins seven days after an item's ship date, except for certain electronics, major appliances and luxury items. If preferred, you may choose to provide customers with longer return windows. Items that fall into one of these categories can have a shorter return window.  Customer return requests that are initiated within the return window but not yet finalized past the return window, must be honored and the refund given to the customer.

4. Return policy exemptions  

In some cases, you're required to request return policy exemptions to the standard returns process if the returned item falls into one of these categories. Typically, these items include but are not limited to items shipped by freight or classified as hazmat, custom or luxury. The customer will contact you directly to initiate the return for items that fall into these categories. Walmart will monitor your return policy exemptions and reserves the right to reject exemptions as unreasonable.

5. In-store returns

Walmart will accept eligible returned Marketplace items from customers in Walmart stores on your behalf, in accordance with your return settings. You retain all rights, title and interest for items returned in-store during the minimum return window from the moment the item is accepted at a Walmart store. You’re responsible for all risks of loss to the returned item except when the returned item is in Walmart’s care and control. 

Items that meet your return policy exemptions or items that are odd-sized, freight, oversized, heavy, hazmat, luxury items or major appliances cannot be returned in-store. You're responsible for processing, shipping, returns, and customer service for items that cannot be returned in-store and all costs associated with any item that is incorrectly designated as eligible for in-store return. Walmart reserves the right to refuse any return that poses risk to our customers, associates or facilities.

6. Keep It Rules

You can set up Keep It Rules for items that you don’t want returned to you but are refundable.

For both online and in-store returns, the customer will be asked to keep the item. If the customer doesn’t want to keep the item or if Walmart determines the specific customer transaction is ineligible for the Keep It program, Walmart will have sole discretion to handle the disposal of the item in accordance with Walmart’s procedures, including but not limited to sale, refurbishment, liquidation, donation, recycling or destruction. Walmart may keep all proceeds of any inventory that it disposes of or to which title transfers including returned, damaged, or abandoned items.

7. Refunds

The refunding process differs depending on the following situations:

• In-store returns: Refunds are issued to customers upon receipt of the item in the store.  

• Walmart.com and Walmart Customer Care returns: Refunds are issued to customers when the returned package is first scanned by the carrier. Walmart Customer Care may issue refunds for the benefit of the customer on your behalf in handling customer care issues, including returns, as set forth in this policy. If Walmart determines that extenuating circumstances exist, Walmart Customer Care may issue a refund for the benefit of the customer on your behalf for returns outside of the return window. In most cases, the refunded items will be returned to you.  

• Recalls: Recalled items are issued a refund regardless of purchase condition (WIC/SNAP restrictions apply).

8. Return fees

• Return shipping fee: You may not apply return shipping charges to customers.

• Restocking fee: You may not apply restocking fees to customers except for eligible items set up with return exemptions. For items set up as return policy exemptions, you may apply additional fees up to 20% of the item price, for any items returned to you that aren’t in their original or sellable condition.

Additional guidelines

If the customer contacts you directly to initiate the return, you must provide a shipping label and a full refund. Offering discounts to save the sale aren’t allowed. If additional offers are given to the customer, Walmart reserves the right to refund the customer on your behalf and the transaction will not be eligible for a dispute. Verify your item settings in Seller Center.