Am I affected by mandatory automatic return labels?
1️⃣ Do you sell exclusively excluded product categories
(Small & Medium Domestic Appliances, Kids, Sports, or large/bulky items such as TVs and monitors)?
→ Yes → Not affected (for now)
→ No ↓
2️⃣ Is your seller location one of the excluded countries
(LV, LT, SI, HU, RO, FI, CH)?
→ Yes → Not affected (initial rollout)
→ No ↓
➡ Result: You are in scope for mandatory automatic return labels ✅
Order-level rules (35 days + eligible categories) will be applied automatically by the system once you are in scope.
How this works in practice:
Once you are in scope, the mandate is applied at order level:
✅ Eligible product categories → an automatic return label is generated
🚫 Excluded bulky categories (e.g. monitors, desktop PCs, TVs) → returns continue to follow the current process (no automatic label)
👉 You do not need to stop selling bulky items.
Note: For sellers based in Sweden and Denmark, domestic returns (SE→SE and DK→DK) are excluded from the initial mandate.
All cross-border returns remain mandatory.
Sellers may opt to include domestic lanes once supported processes are in place.
For which product categories are automatic return labels mandatory?
Small and medium-sized products:
- Phones and smartphones
- Tablets
- Audio devices
- Smartwatches
- Accessories
- Laptops
- Consoles
- Computer accessories
- Cameras
- Computer components
Category scope may be expanded in future rollout phases.
Why is it important?
The goal of this feature is to support and facilitate your operations and offer an easy and standardized return experience to customers, which will help retain our customer base and ensure continued and increased purchases of your products. Customers using this feature report 20% higher satisfaction with returns.
What are the available carrier options?
You have flexibility in how automatic return labels are generated.
Depending on your setup, you may use:
- Your own DHL Express contract
Available regardless of where your business is based. - Your own DHL Germany / Deutsche Post contract
Available for sellers based in Germany. - refurbed’s DHL Express rates
Provided through refurbed’s shipping agreement.
If your own carrier contract does not cover all return lanes or destination countries, any remaining returns will automatically be handled via refurbed’s DHL Express agreement, ensuring full coverage.
What is the benefit for me as a refurbed seller?
- Optimized operations with reduced workload for customer service
- Faster returns: parcels are back with you in ~1–1.4 days after posting
- Improved customer experience: sellers using it see +11% higher CSAT and refunds processed ~36% faster
- If you use our carrier contract we will open and handle any claims for you and cover liability up to 500€ per order
- Automatic shipment tracking updates for customers — customers receive proactive updates once the return shipment is scanned, reducing “where is my return?” messages.