The Carvana return policy in 2025 continues to lead the online car-buying industry with its unmatched 7-day money-back guarantee. Whether you’re buying a car for the first time or trying out Carvana’s vending machine delivery, this guide gives you everything you need to avoid costly missteps. Learn exactly how to qualify for a full refund, what documents you need, and how to initiate a seamless return before the deadline.
Key takeaways
- Carvana offers a 7-day money-back guarantee on all used car purchases.
- Returns must be initiated by 8 p.m. EST on the 7th day after delivery or pickup.
- The vehicle must be in the same condition, with no new damage or modifications, and under 400 miles driven.
What is the Carvana Return Policy?
Carvana offers a 7-day Money Back Guarantee on all used vehicle purchases. This policy allows buyers to return or exchange their vehicle for any reason within seven days of delivery or pickup, provided specific conditions are met. This return window is a standout feature in the used car market, where most dealerships offer little to no return flexibility.
Standard Return Window:
- You have 7 calendar days to return your vehicle, starting from the day you receive it (either by delivery or pickup).
- The return must be initiated by 8 p.m. EST on the 7th day after delivery.
- You can drive up to 400 miles during this period. Exceeding this limit incurs a $1 per mile fee.
- The return policy applies to all vehicles purchased directly from Carvana, regardless of payment method (cash, financing, or trade-in).
Special Considerations:
- If you need more time due to scheduling conflicts (e.g., mechanic inspection), Carvana may grant up to 3 extra days at their discretion, but you must request this extension in writing.
- The 7-day window is strict; returns initiated after this period are not accepted.
Promotional Periods and Holidays:
- No evidence suggests Carvana extends the return window during holidays or special promotions.
Vehicle Condition Requirements
To qualify for a return, the vehicle must be in the same condition as when delivered:
- No new damage: The car cannot have any new scratches, dents, accidents, or modifications.
- No alterations: No changes to the vehicle, including aftermarket parts or changes to the odometer.
- No new liens: The vehicle cannot have any new legal or financial encumbrances.
- Mileage limit: Must not exceed 400 miles during the 7-day period. Additional miles incur a $1/mile fee.
- Inspection: Carvana will thoroughly inspect the vehicle upon return. Any new damage or excessive wear may void the return or reduce the refund.
Exceptions:
- If you notice pre-existing issues or undisclosed damage upon delivery, report it immediately. Carvana may address these concerns separately from the standard return process.
Carvana has a car vending machine in Tempe, Arizona, where customers can pick up their purchased car from a five-story tower.
Proof of Purchase and Documentation
Required Documentation:
- Original receipt or order confirmation: Digital or printed copies are accepted.
- Purchase agreement: The contract signed at the time of sale.
- Photo ID: Valid government-issued identification for verification.
- Trade-in documentation: If you traded in a vehicle, bring any related paperwork.
Special Cases:
- Gift purchases: Carvana does not offer a separate return process for gifted vehicles; the buyer must initiate the return.
- Loyalty accounts: Returns are tied to the buyer’s account; ensure you access the correct account when contacting Carvana.
- No proof of purchase: Returns without documentation are generally not accepted.
Online vs. In-Person Returns
Online Returns:
- All Carvana returns are initiated online or by phone—there are no physical retail locations for in-person returns.
- Contact Carvana’s customer service by phone (800-333-4554) or chat to start the process.
- Schedule a pickup appointment for Carvana to retrieve the vehicle from your location.
In-Person Returns:
- If you picked up your vehicle from a Carvana vending machine, you may be able to return it there, but you must still initiate the process through customer service.
- There are no walk-in return centers; all returns are coordinated by appointment.
Documentation Differences:
- No major differences in required documentation between online and in-person returns, as all returns are processed through Carvana’s centralized system.
Final Sale and Non-Returnable Vehicles
Final Sale Items:
- All vehicles come with the 7-day return policy unless otherwise stated.
- There are no categories of vehicles (e.g., clearance, personalized, or specialty vehicles) listed as final sale or non-returnable under Carvana’s standard policy.
- Accessories, warranties, and protection plans may have different return or cancellation policies—review your contract for details.
Defective Vehicles:
- If the vehicle is found to be defective or misrepresented, Carvana will address the issue, either through repair, replacement, or return, even if outside the standard policy window.
How to Start a Carvana Return
Step-by-Step Process:
- Contact Carvana:
- Call 800-333-4554 or use the online chat feature.
- State your intention to return or exchange the vehicle.
- Schedule Pickup:
- Arrange a time for Carvana to retrieve the vehicle from your home or the pickup location.
- Prepare all required documentation and the vehicle’s keys.
- Inspection:
- Carvana will inspect the vehicle for any new damage, excessive wear, or mileage overage.
- Complete any required return paperwork.
- Refund Processing:
- Once the vehicle passes inspection, Carvana initiates the refund process.
Carvana Refund Policy
Refund Details:
- Original payment method: Refunds are issued to the same payment method used for purchase (e.g., bank account, credit card).
- Trade-in returns: If you traded in a vehicle, Carvana will return it to you if possible.
- Refund timing:
- Most refunds are processed within 7–15 business days after the vehicle is picked up and passes inspection.
- Delays may occur for large transactions, especially during holidays.
- Shipping fees: Any delivery or shipping fees are non-refundable.
- Financing: If you used third-party financing, Carvana will coordinate with your lender to void the transaction and release any liens.
Potential Delays:
- Refunds may take longer if there are issues with documentation, payment clearance, or if the vehicle fails inspection.
“The used-car business is one of the few that hasn’t been disrupted by the Internet. But Carvana is doing just that.” – Warren Buffett, Chairman and CEO of Berkshire Hathaway.
Return Policy Full Breakdown
- Carvana offers a 7-day money-back guarantee on all used car purchases.
- Returns must be initiated by 8 p.m. EST on the 7th day after delivery or pickup.
- The vehicle must be in the same condition, with no new damage or modifications, and under 400 miles driven.
- All returns are initiated via phone or online chat; there are no in-store returns.
- Required documentation includes the original purchase agreement, proof of payment, and ID.
- Refunds are processed to the original payment method within 7–15 business days.
- Shipping fees are non-refundable.
- Trade-ins are returned if the Carvana vehicle is returned.
- Accessories and protection plans may have separate return policies.
- No categories of vehicles are considered final sale under the standard policy.
- Extensions to the return window may be granted in rare cases but must be requested in writing.
- Third-party services can assist with the return process if needed.
- If the vehicle is defective or misrepresented, Carvana will address the issue even outside the 7-day window.
- Exchanges are allowed up to two times (three vehicles total), but the third vehicle is not eligible for return.
- All communication and scheduling are handled through Carvana’s centralized customer service.
Carvana Return policy FAQs
What is the return window for Carvana vehicles in 2025?
You have 7 days from the date of delivery or pickup to initiate a return.
Can I return a Carvana car for any reason during the trial period?
Yes, as long as it’s within the 7-day window and the vehicle meets condition requirements.
What happens if I drive more than 400 miles before returning a Carvana vehicle?
You will be charged $1 per mile over the 400-mile limit.
How do I start the return process for a Carvana car?
Call 800-333-4554 or use the online chat to initiate your return.
What documents are required to return a vehicle to Carvana?
You need your purchase agreement, proof of payment, and a valid photo ID.
How long does it take to receive a refund from Carvana after returning a vehicle?
Refunds are typically processed within 7–15 business days after the vehicle is picked up.
Can I exchange a Carvana car instead of returning it for a refund?
Yes, you can exchange up to two times within the 7-day window. The third vehicle is not eligible for return.
Are there any types of vehicles that are not eligible for return through Carvana?
No, all vehicles come with the 7-day return policy unless otherwise stated in your contract.
What happens if I traded in my old car as part of the Carvana purchase?
Your trade-in will be returned to you if you return the Carvana vehicle.
Does Carvana refund delivery or shipping fees if I return a vehicle?
No, shipping and delivery fees are not refundable.