IMPORTANT: Orders placed before Wednesday, 29th March 2023
If you placed your order before Wednesday, 29th March 2023, eligible items will be covered by PayPal Buyer Protection. Any orders placed after this date will be covered by our new OnBuy Protection. You can find out more about PayPal Buyer Protection here.
What is OnBuy Protection?
We connect you with thousands of trusted sellers, so you can shop with confidence from over 35 million products - all in one place! Most orders arrive without a problem, but on the rare occasion that things don't go as planned, we've got you covered.
All eligible items bought on OnBuy are automatically covered by OnBuy Protection for up to 180 days after purchase, no matter how you choose to pay.
No catches. No hidden costs. Just our way of letting you know you're in safe hands when you shop with us!
When can I use OnBuy Protection?
If there's a problem with your order, the first thing to do is get in touch with the seller that you ordered from. This is the quickest and easiest way to get the help you need!
On the rare occasion that the seller can't or doesn't resolve the issue, that's when OnBuy Protection steps in.
You can make a claim if:
Your order doesn't arrive
Your order isn't as described
Your order arrived damaged or faulty
There's an issue with your refund
How do I use OnBuy Protection?
Contact the seller
The first step is to get in touch with the seller and try to sort the issue out together. Just log in to your OnBuy account, click 'View Orders', find the product and select 'Contact the Retailer' to let them know how they can help to resolve the problem.
Raise to OnBuy
If the seller doesn't respond or can't resolve the issue, don't worry, you will be able to contact our Customer Care Team. All you have to do is log into your OnBuy account select the message with the seller and click 'Contact OnBuy'.
We'll sort the rest
Our Customer Care Team will work with the seller to resolve the issue. If a resolution can't be found, they'll hand things over to our Dispute Management Team, who will check your claim and keep you updated every step of the way!
Frequently Asked Questions
I used guest checkout. Am I covered by OnBuy Protection?
Yes, no matter how you checked out, all eligible items are covered by OnBuy Protection. It's easy to follow the steps - just create an account to get started!
I paid by Klarna. Am I covered by OnBuy Protection?
Absolutely! However you choose to pay for your order, all eligible items will be covered by OnBuy Protection. Guaranteed.
What's not covered by OnBuy Protection?
For your peace of mind, most items sold on OnBuy are eligible for OnBuy Protection. To find out more about custom-made or excluded items, click here.
- Covers physical goods only, exclusions apply. For more information on excluded items, click here
- You can make a claim within 180 days of the date payment was made
- You can only raise a claim to OnBuy if a resolution can't be reached between you and the seller
- You can only raise one claim per item
How long does it take to resolve a claim?
Most claims are resolved in a few days, once our Dispute Management Team has all the information they need. We'll send you an email as soon as we have an update on your claim, so keep an eye on your inbox!
Need a hand?
Check out our Help & Support Centre for more information.