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. You may cancel through your private order page before your items are picked up, including after driver acceptance, with no cancellation fee. Any collected payment for the cancelled pickup will be fully refunded to the original payment method. Please allow approximately 3–5 business days after processing; timing may vary by bank. Once your items have been picked up, cancellation is no longer available. Contact support if you need help.

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.

Loss, damage, and limitation of liability

Please review this section before booking. It limits remedies for loss or damage, subject to rights that cannot be waived by law.

Keep items in a secure, dry location until collection. Leaving an item outside is not proof that we have received it. Our handling responsibility begins when our driver actually takes custody and ends when the designated retailer or carrier accepts the item. Pickup and drop-off photos document the handoff; they do not verify concealed contents, condition, value, or a retailer’s refund approval.

To the extent permitted by law, we are not responsible for loss or damage caused by inadequate customer-supplied packaging, pre-existing damage, concealed defects, incorrect return instructions or labels, prohibited contents, theft before collection, or a retailer’s or carrier’s conduct after handoff, except to the extent caused by our own failure to exercise legally required care. Purchased boxing and labeling is a preparation service, not a guarantee of retailer acceptance or insurance.

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.

Where lawful, our total liability for an affected order, including lost or damaged items, is limited to the greater of $100 or the service fees paid for that order. This is not insurance or a promise to reimburse an item’s full retail value. Do not entrust unusually valuable, irreplaceable, fragile, or restricted items without first obtaining written confirmation from support that we can handle them.

These exclusions and limits do not apply to fraud, willful misconduct, gross negligence, personal injury caused by negligence, or any responsibility or remedy that applicable law does not allow us to exclude or limit. Nothing here waives non-waivable consumer rights or our stated cancellation/refund obligations.

Report missing or damaged items to support@returnsdone.com promptly, ideally within seven days after discovering the issue. Include your order reference, item description, purchase/value evidence, and photos where available. Keep packaging and relevant documents so we can investigate. This requested reporting period does not shorten a legal deadline or automatically waive a valid claim.

Return instructions and authorized handling

You authorize us to collect the items you identify and present the supplied label or QR code at the designated drop-off. Review any automatically suggested return details before confirming; you remain responsible for providing correct, current instructions. We cannot guarantee a return deadline, carrier scan time, retailer decision, refund amount, or refund timing. Please leave sufficient time before the retailer’s deadline and tell support about time-sensitive requirements.

You are responsible, to the extent permitted by law, for third-party claims and reasonable direct costs caused by your fraud, unlawful contents, lack of authority to return an item, or knowingly incorrect instructions. This responsibility does not cover our own negligence or misconduct.

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.

The version accepted when an order is submitted governs that order; later changes do not retroactively reduce your rights for an existing booking. Texas law governs to the extent consistent with mandatory applicable law. If a provision is unenforceable, the remaining provisions continue to apply. These Terms do not require mandatory arbitration or waive access to small-claims court.

Contact us

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