Not sure if you can return your DHL purchase?
Can you return an item to DHL? Check eligibility first
In order to return items with DHL they must usually be unused, in original packaging, and include all accessories or manuals. Certain categories like perishable goods, custom products, or hygiene-sensitive items are excluded.
Proof of purchase (receipt, order confirmation, or invoice) is required. Items must also comply with DHL shipping restrictions (e.g., no hazardous or prohibited materials). Some retailers may require a Return Merchandise Authorisation (RMA) or their own return label before you send the parcel.
How to return an item to DHL
- Start your return via the retailer’s portal or customer service. They’ll typically issue a DHL return label or QR code.
- Prepare the package in its original box, including all accessories and forms. Remove or cover old labels.
- Attach your DHL label or QR code. No printer? Simply bring the QR code to DHL — staff will print the label.
- Send the package: Drop it off at a DHL ServicePoint or schedule a DHL courier pickup (call 13 14 06 in Australia).
- Track your return online with your DHL tracking number for proof of delivery.
- Follow up with the retailer for confirmation of your refund or exchange.
DHL return timeframes and item conditions
- Return Window: Most retailers allow 30 days from delivery (some 60–90 days). A few have shorter windows (e.g., 14 days).
- Condition: Returned items must be resale-ready i.e. unused, undamaged, with all tags, inserts, and original packaging intact.
- Special Requirements: Electronics may need factory resets; sealed goods must remain unopened.
- Consumer Rights (Australia): Even if outside the return window, faulty or misrepresented items are protected under Australian Consumer Law, entitling you to a repair, refund, or replacement.
Who pays for DHL return shipping?
- Pre-Paid Labels: If provided, postage is covered upfront (though the retailer may deduct the fee from your refund).
- Customer-Paid Shipping: If no label is supplied, book shipping yourself via MyDHL+ or at a DHL Service Centre.
- Free Returns: Typically offered when the item is faulty, incorrect, or damaged.
- International Returns: Extra customs paperwork may apply. Follow retailer instructions closely to avoid additional charges.
DHL refunds after a return - how and when you’ll get your money back
- Method: Refunds are issued back to your original payment method (credit card, PayPal, Afterpay, etc.).
- Timeframe: Usually processed within 5–10 business days after the retailer receives your item (card refunds may take longer to appear).
- Partial Refunds: Deductions may apply if items are returned damaged, incomplete, or if shipping costs are charged back.
- Exchanges: Replacement items may ship once DHL confirms your return is in transit.
DHL cases submitted through Ajust
I paid DHL for duties and GST on an eBay order, but the items arrived damaged. I sent all the paperwork to request a refund and kept following up for weeks. It’s been exhausting chasing answers for something that should have been resolved after the first email. - Jason
After my parcel arrived damaged because it wasn’t properly packaged, DHL approved a refund, but nothing happened. I had to keep emailing to get updates and was told it was still “awaiting billing adjustments.” I just wanted the process to work without constant chasing. - Jason
Customer experiences with DHL returns
Smooth Process: Customers often highlight DHL’s simple QR code service and reliable tracking, with refunds processed within two weeks.
Challenges Solved: Rural customers found DHL partner drop-off points, and international returns were simplified thanks to electronic customs data.
DHL Return FAQs
Can I return an item through DHL, and what makes it eligible?
Yes, you can return items via DHL if they’re unused, in original packaging, and include all accessories or manuals. Perishable or hygiene items are excluded. You’ll need proof of purchase, and items must meet DHL’s shipping restrictions. Some retailers also require an RMA or pre-issued DHL label. Always check eligibility before posting to avoid delays or rejections.
How do I start a DHL return if I bought through a retailer?
Begin your return through the retailer’s return portal or customer service—they’ll issue a DHL return label or QR code. Pack the item securely, remove old labels, and attach the new one. You can drop the parcel at a DHL ServicePoint or schedule a pickup. Tracking is included for proof of delivery, helping you confirm when the retailer receives your return.
Who pays for the return shipping with DHL?
Return shipping depends on the retailer’s policy. If a prepaid label is supplied, postage is covered (though some deduct the fee from refunds). Without a label, you’ll pay via MyDHL+ or in-store. Faulty or incorrect items often qualify for free returns. For international returns, customs forms may be required, so follow retailer instructions closely.
How long do DHL refunds or exchanges usually take?
Refunds are generally processed within 5–10 business days once the retailer receives your return. Timing may vary depending on your payment method. Exchanges are usually shipped once DHL confirms your parcel is in transit. Keep your tracking number for updates, and contact the retailer directly if processing exceeds two weeks.
Official DHL Returns Resources & Links
Every day you wait, your refund gets harder.
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