Returns & Exchanges
1. How do I return my product/s?
We are a marketplace and do not sell anything directly, so the returns policy will depend on the seller you ordered from. Before you place your order, you can find information about returns on the seller's shop (accessible from the product page).
If you need to find this information after you've placed your order, simply log in to your OnBuy account, click 'View Orders', then select 'View Order Details' from the drop-down box next to your order - there you'll find a link that takes you directly to their returns page.
To request a refund or replacement, select 'Return Items' from the drop-down box. You will then be prompted to select a reason for return, and leave any additional comments for the seller.
Select the product/s you'd like to return and specify whether you'd prefer a replacement or a refund via the tick boxes. Next, click 'Proceed' and your return request will be submitted to the seller, who will come back to you with a response.
2. How soon will the refund reach my account?
This will depend on your payment method. For orders placed with your credit or debit card, the money should reach your account within 3-5 working days. Please note: this can take up to 30 days to show in your account depending on who you bank with.
If you paid with your PayPal account (using either your bank account or PayPal balance), the refund will be credited to your PayPal account and should show in 3-5 working days.