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Return & Refund Policy

Did you receive a wrong, damaged, defective product(s) or product(s) with missing parts? No worries — our support and operations team is here to assist you. Our goal is to provide customers with outstanding service.

Return Policies & Procedure

The customer can return a wrong, damaged, defective, or incomplete/missing-part product, subject to the conditions below.

Return Window

The return window is open for 7 days from the date of delivery. The customer must contact Ubuy within this 7-day period to raise above mentioned eligible return request. Concerns raised after 7 days of delivery cannot be addressed. We apologize for any inconvenience caused.

Reporting a Damaged Product (Additional Step)

This is not a separate return window — it is an extra reporting step that applies only to products that arrive damaged. If a product is delivered in a damaged condition, the customer should additionally notify the assigned courier company within 3 days of delivery, so the damage can be verified with the carrier. The overall return request still falls within the standard 7-day return window described above.

How the Return Works

If a return request is approved, the customer will receive a return shipping label via email. The customer must print this label and attach it to the returned product. The designated shipping company will contact the customer to pick up the package from the customer's original delivery address, and the customer is responsible for handing over the package, products, and label to the shipping company. The shipping company will then return the products to one of Ubuy's international warehouse(s). The customer will not incur any return charges.

Product Condition We Accept

We understand that a customer often needs to open the packaging to inspect a product or to discover that it is damaged, defective, wrong, or missing parts. Opening or minimal handling of a product to check its condition does not disqualify it from return. To be eligible, the returned product must meet the following conditions:

  1. The customer must contact us within 7 days of delivery.
  2. The product must be returned in a condition that reflects normal inspection only — it must not be further used, worn, installed, or damaged by the customer beyond what is required to identify the issue.
  3. The product must be returned with its original packaging where available (brand/manufacturer's box, MRP tag, user manual, and warranty card), along with all accompanying accessories or free gifts.
  4. The customer must report the issue to our support team and upload the required images/videos with a short, detailed description to help the team investigate the case.

Product Categories & Conditions Not Eligible for Return

  1. Specific categories such as innerwear, lingerie, swimwear, beauty products, perfumes/deodorants, clothing freebies, grocery & gourmet, jewellery, pet supplies, books, music, movies, batteries, etc.
  2. Products that have been used, worn, or installed by the customer beyond what is needed to inspect them.
  3. Products returned without their original accessories, free gifts, or with missing labels.
  4. Digital products.
  5. Products that have been tampered with or have missing serial numbers.
  6. Refurbished or pre-owned products.
  7. Products that are not damaged, defective, or different from what was originally ordered (i.e., returns based on change of mind for a correctly delivered product).

Refund Policies & Procedure

In the event of a return, the refund process will begin only after the product has been received, inspected, and examined at our warehouse facility to confirm it meets the eligibility criteria. Refund approval or rejection depends on the investigation carried out by the responsible team.

Once we initiate a refund, it will take approximately 7–10 business days to reflect in the original payment method, though this 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.

Customs, Duties, Taxes, and VAT Refund Policy(for a wrong, damaged, defective, or missing-part/incomplete product)

  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 customs, duties, taxes, or VAT were not charged upfront by Ubuy, the amount will be refunded as UCredit only.

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

Sale Items

Products that are part of any sale/promotional offer cannot be refunded unless they are flawed.