Walmart Marketplace return policy for sellers: what you must accept
Walmart’s rules on seller-fulfilled returns are stricter than most marketplaces: you must accept eligible returns whatever the reason and whatever the item’s condition, and Walmart can refund the customer for you if you don’t. Here’s what the policy requires.
The core rule
You must accept eligible returns that customers start within the return window — regardless of the customer’s reason and the item’s condition, except for things like Final Sale items.
You must not negotiate with customers, discourage or delay an eligible return, or stop a customer from returning. If you do, Walmart can refund the customer on your behalf. Walmart also says it can suspend or terminate sellers who negotiate alternatives outside its approved rules.
Return window
- At least 30 days, starting 7 days after the item’s ship date. You can offer longer.
- Some items (for example, certain electronics, major appliances and luxury) may have shorter windows or be Final Sale.
- A return started inside the window must be honored, even if it’s completed after the window ends.
- Holidays: most items bought October 1 – December 31 can be returned until January 31. Exceptions include wireless phones, protection plans, major appliances, Dyson products, food, beverages and some seasonal and luxury goods.
Electronics
Electronics follow the same rule — at least 30 days — except certain electronics, which Walmart lists in its Return Window Exceptions document linked from the returns policy page. Check that list for your product type. Wireless phones are also excluded from the holiday extension.
Fees you can and can’t charge
| Fee | Allowed? |
|---|---|
| Return shipping charged to the customer | No |
| Restocking fee | No — except for items set up with a return policy exemption that come back not in original or sellable condition: up to 20% of the item price |
| Duty or import fees after purchase | No. If the carrier asks the customer to pay, Walmart can refund the customer for you, and you can’t dispute it |
Your return center
- You need at least one US return address set up in Seller Center before you can accept returns.
- It can’t be a P.O. box, and can’t be in Hawaii, Alaska or US territories.
- The display name can’t include “Walmart” or names associated with it.
- Walmart may ask you to verify the address in Account Hub with a utility bill, rental or lease agreement, or bank statement. If it can’t be verified, the address can be suspended or removed.
- An incomplete or invalid address can lead to a failed delivery fee when returns are rerouted to a Walmart return center.
By default returns go to the return center closest to the customer, and labels come from Walmart’s Returns Shipping Service unless you add your own FedEx or UPS account.
When Walmart refunds the customer
- Online or Customer Care returns: the customer is refunded when the carrier first scans the return package — before it reaches you.
- In-store returns: refunded when the store receives the item.
- Recalls: refunded regardless of condition.
- Walmart Customer Care may also refund returns outside the window in extenuating circumstances. In most cases the item still comes back to you.
You can’t cancel a return the customer started; only the customer can, through Customer Care. If eligible, you can dispute charges for a customer return — see how to dispute a Walmart return or refund.
In-store returns
Walmart stores accept eligible Marketplace items on your behalf, according to your return settings. Items that need a return exemption — oversized, freight, heavy, luxury, major appliances — and fully regulated hazmat can’t be returned in store. If a customer returns an ineligible item in store because you didn’t set up the exemption, you pay for the resolution.
Rules that save you money
- Keep It / Partial Keep It: for refundable items you don’t want back, the customer is asked to keep the item. Walmart says negotiating an alternative with the customer is prohibited unless it’s authorized through Partial Keep It Rules or another pre-approved resolution.
- Replacement Rules: for some return reasons (such as damaged or incorrect items), offer a replacement instead of a refund. A new order is created; you don’t refund the original and don’t get paid for the replacement. Not available for in-store returns.
Return policy exemptions
Freight items, multi-box shipments and luxury items usually need a return policy exemption, which you request. For those, the customer contacts you, and you must send a return label within 48 hours — or Customer Care may refund the customer and charge you, without the item coming back.
Returns also count toward your Return Rate, which Walmart expects at 6% or below — see Walmart Seller Performance Standards. High return rates can also delay payouts — see Walmart payout schedule.