Returns and exchanges
No longer want your order? No problem.
What is your return policy?
If you change your mind about a product, you can return it within 30 days. Some of our sellers will offer longer returns periods but we require 30 days at a minimum. If your product was sent tracked, the 30 day window begins when the delivery takes place. If your product wasn't sent tracked, the 30 day window begins on the last day of the estimated delivery date.
There are some exceptions which you won't be able to return e.g. perishable goods, personalised items etc. See details and exclusions.
What is your returns process?
To return your product, simply:
- Go to the Orders page in your OnBuy account
- Find the order with the product you'd like to return
- Click the 'Return Items' button and select a reason for your return
- Indicate whether you'd prefer a refund or an exchange
That's it! Your seller will confirm your return and provide any additional details you need. Please don't return the item to your seller without their confirmation.
How do I know if you've received my return?
We'd always advise sending your return tracked for your own peace of mind and to cover you in the event of any courier delays.
How quickly will a refund reach my account?
Once a refund has been processed for your order, the money should reach your original payment method in 3-5 working days, although this can take up to 30 days for credit/debit cards depending on who you bank with. We'd love to make it instant but these timescales are unfortunately out of our control!
You can check the status of your order from your OnBuy account from the 'View Orders' section. You can view any refund details by clicking the 'View Order Details' button.
Need help or have a question we've not covered? Talk to us!
You can get in touch via our Contact Us page.