Return Policy

Did you receive a wrong, damaged, defective product(s) or product(s) with missing parts? No worries, our support & operations team are here to assist you in the best possible manner. Our goal is to provide customers with outstanding services.

Return Policies and Procedures

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of a damaged product, the customer should inform the assigned courier company and Ubuy Within a reasonable time upon delivery.

The customer must meet the following conditions to return the product:

1. Please notify us of any issues with your product within a reasonable time If you discover a fault with the product, please contact our support team promptly, as you may still qualify for a refund, replacement (subject to availability), repair, or compensation.
2. The product should be in an unused and resalable condition.
3. The product should be in its original packaging including the brand’s/manufacturer’s box, MRP tag intact, user manual and warranty card.
4. The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.
5. The customer needs to contact our support team to report an issue regarding the above-mentioned issues.
6. The customer must provide or upload all the required images and videos with a short, detailed description that will help the team investigate the case.

Product categories & conditions not eligible for return:

1. For safety reasons specific categories like innerwear, lingerie, swimwear, beauty products, perfumes and deodorants, clothing freebies, grocery and gourmet items, jewellery, pet supplies, books, music, movies, batteries, etc. are not eligible for return. The customer can still be eligible for a refund if the products are not as per description or proven to be faulty/damaged, expired.
2. Products with missing labels or accessories.
3. Digital products.
4. Products that have been tampered with or have missing serial numbers.
5. A product that has been used or installed by the customer.
6. Refurbished products or pre-owned products are not eligible for returns.
7. Products that are not damaged, defective, or different from what was originally ordered.

Refund Policies & Procedures

1. In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility, indicating that it meets the eligibility criteria. Refund approval or rejection depends upon the investigation carried out by the responsible team.
2. Once we initiate a refund, it will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the same varies according to the bank's settlement standards. In the case of UCredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.

Custom, duties, taxes, and VAT refund policy in case a wrong, damaged, defective product(s) or product(s) with missing parts:

1. If the customer was charged customs, duties, taxes, or VAT upfront by Ubuy, the amount will be refunded on the payment gateway.
2. If the customs, duties, taxes, or VAT were not charged upfront by Ubuy, the amount will be refunded as UCredit only.

Kindly note that customs duties, taxes, and VAT will not be refunded except when a wrong, damaged, defective, or missing part / incomplete product is delivered.