Return Policy Page
Ubuy
Return & Refund Policy
Have you received incorrect, damaged, defective, or incomplete products with missing parts? Rest assured, our support and operations teams are dedicated to offering you optimal assistance. We strive to deliver outstanding customer service.
Return Policy & Procedures
Customers may return items that are incorrect, damaged, defective, or incomplete with missing parts.
For damaged goods, customers must notify the designated courier company and Ubuy within 3 calendar days upon receipt. For all other return scenarios, returns must be initiated within 7 calendar days after delivery. We cannot address customer claims submitted more than 7 days post-receipt. We sincerely apologize for any inconvenience this may cause.
Once your return request is approved, a return label will be sent to you via email. You are required to print the label and affix it to the returned package. The designated logistics provider will contact you to schedule a pickup at your original delivery address. Hand over the sealed package containing the product with the attached label to the logistics staff. The logistics carrier will manage the entire return transit and deliver the goods back to Ubuy’s international warehouse. Customers bear zero return shipping costs.
Mandatory Eligibility Criteria for Returns
- You must contact our support team within 7 calendar days after receiving the order.
- The item must remain unused and resalable.
- All original packaging must be intact, including brand/manufacturer boxes, undamaged retail price tags, user manuals, and warranty cards.
- The full product set must be returned, including all bundled accessories and complimentary gifts.
Items & Circumstances Ineligible for Returns
- Specific categories: Lingerie, sleepwear, swimwear, beauty products, perfumes/deodorants, apparel free gifts, groceries & gourmet food, jewelry, pet supplies, books, music albums, films, batteries, etc.
- Goods missing original tags or matching accessories
- Digital goods
- Products with altered or removed serial numbers
- Items already used or installed by the customer
- Goods without original factory packaging
- Refurbished or pre-owned merchandise
- Orders where the item matches the original order specification with no damage or defects
Refund Policy & Procedures
For returned items, the refund process will only commence after the product arrives at our warehouse and passes inspection to confirm compliance with return eligibility. Approval or rejection of refund applications is subject to the investigation conclusion of our relevant teams.
After a refund is issued, funds will typically be credited back to your original payment method within 7–10 business days. The exact arrival time depends on your bank’s processing timeline. If refunds are issued via UCredit, funds will be deposited into your Ubuy account within 24–48 business hours. Please reach out to our customer service team for any inquiries.
Customs Duty, Tax & VAT Refund Rules for Incorrect, Damaged, Defective or Incomplete Goods
- If Ubuy pre-charged customs duties, taxes or VAT from you, such charges will be fully refunded via the original payment gateway.
- If Ubuy did not pre-collect customs duties, taxes or VAT, such amounts will only be reimbursed in the form of UCredit store credit.
Please note: Customs duties, taxes and VAT are non-refundable in all cases except deliveries of incorrect, damaged, defective or incomplete goods with missing parts.
Promotional Discounted Items
All goods sold under promotional or special discount campaigns are non-refundable unless the product has confirmed quality defects.
Contact Info
- Address: No. 969 Wenyi West Road, Yuhang District, Hangzhou City, Zhejiang Province, China (311121)
