Returns & Exchanges

You have 30 days to return an item (unless it’s faulty). Returns that fall outside of the 30 days are at the seller's discretion. OnBuy is an online marketplace that connects retailers with customers. We don’t sell or dispatch anything ourselves, you are buying directly from one of the thousands of retailers who sell on our website.

If you want to return an item, you’ll need to contact the seller directly. This is the fastest and easiest way to get the help you need!

OnBuy is an online marketplace that connects sellers with customers; we don’t sell or dispatch anything ourselves. As such, when you shop with us, you're buying directly from one of the thousands of trusted retailers who sell on our website.

Almost all purchases are covered by a 30-day return policy as standard. There are a few exceptions for items such as personal products, which you can find out more about here.

You have 30 days to return all non-faulty products. Non-faulty returns that fall outside of the 30 days are at the seller's sole discretion. Return postage for non-faulty items is your responsibility, so we strongly recommend using a tracked or insured service.

Zero to 30 days after the delivery of a faulty product, you can return it for a full refund.

31 days to six months after the delivery of a faulty product, the seller has one opportunity to repair or replace the item if it's confirmed to be faulty. If the repair is unsuccessful, or the replacement is also faulty, you can return the product for a full refund.

If it's been more than six months since the delivery of a faulty product, the seller has one opportunity to repair or replace the item if it's confirmed to be a manufacturing fault. If the repair is unsuccessful, or the replacement is also faulty, you can return the product for a refund. However, the seller is entitled to make reasonable deductions from any refunds, for fair use.

Please note: Items must be returned to the seller for inspection prior to any refunds, repairs or replacements. If a fault or issue is confirmed, the return postage cost will be reimbursed, so please make sure you keep a copy of your payment receipt.

Once the seller has processed your refund, the money should return to your original payment method within three to five working days, though this can take up to 30 days for some providers.

You can check the status of your refund by following one of the two options below, based on whether or not you have an OnBuy account.

If you have an OnBuy account, all you have to do is log in using the email address and password you used to check out, click ‘View Orders’, find the order in question and select  ‘View Order Details’.

If you've logged into your OnBuy account but can’t see the order in ‘View Orders’, it’s possible that the purchase wasn’t completed properly, or you misspelled your email address when placing your order. 

If you checked out as a guest, head to our log in page and enter the email address that you used to check out. Then, simply click the ‘Email Me A Log In Link’ button, and we’ll send you an email with a link to access and manage your recent orders.

If you haven’t received this email within a few minutes, please check your spam folder. The link will expire 30 minutes after sending, after which you’ll need to generate a new one. You can do this by clicking the ‘Resend Link’ button. 

When you click the link in the email, click ‘View Orders’. Then you simply find the order in question and click ‘View Order Details’.

If you still have a question regarding your refund,  find the order in question, click ‘Contact the Retailer’, choose your contact reason, and type your message.

We give our sellers two working days to respond. If they don’t reply within this time, or you're unhappy with their response, you’ll be able to contact us by clicking the 'Contact OnBuy' button. This will appear next to the messages you've been sending to the seller.

Our Customer Support Team will then step in to resolve the issue, keeping you updated every step of the way!

We advise sending your return via a tracked and insured service, to make sure you're covered for the value of the item. That way, you can track your parcel's progress using your chosen courier's tracking service. Plus, if it's lost in transit, you should be able to make a claim against the courier.

Please note: Items must be returned to the seller for inspection prior to any refunds, repairs or replacements. If a fault or issue is confirmed, the return postage cost will be reimbursed, so please make sure you keep a copy of your payment receipt.

If you want to return an item, you’ll need to contact the seller directly. This is the fastest and easiest way to get the help you need!