Cancellations, Returns and Refunds
How long can I cancel my order?
You can cancel your order as long as it hasn't been dispatched and hasn't left our warehouse. 99% of orders leave the warehouse within 3-5 days of payment. If your item has already been shipped, we unfortunately cannot process your cancellation request but you can still request a refund according to our return and refund policy. You will be required to wait for the parcel to arrive and to send it back to our return center.
How long can I return a product?
If you are not happy with your product after delivery, we allow a 30 day return policy. If you request a refund within 30 days after delivery, your request will be acknowledged and processed.
If you submit a refund AFTER 30 days of delivery, we are unfortunately not able to offer you a refund or exchange.
What items can be returned?
To be eligible for a return and refund, your item must be unused, undamaged, unsoiled or altered and in the same condition that you received it. It must also be in the original packaging.
If you received a damaged item please send us a proof in the form of a photograph that clearly shows that a damaged item was delivered to you. We will then take the necessary steps to refund you or exchange your item.
What items are exempt from being returned?
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Free items (shipping costs are non-refundable)
There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
What are the necessary steps to request a refund?
Please send us an email to email@example.com with your order number (e.g. #BY1234), your name, details of the product and the reason for your refund request. If you are eligible for a return we will provide you with the return address where you can send your product to. If you can please provide us with a tracking number or a photograph of your postage receipt. Please note that return postage costs are at your own expense.
Where do I send the item to if I want to return it?
Please do not send your purchase back to the manufacturer. Please contact us before returning your product so we can provide you with the correct return address.
What do I need to know about return postage / shipping?
If you are not happy with your order and would like to return the unwanted item for a refund or exchange, postage costs will be at your expense.
You will be responsible for paying your own shipping costs for returning your item.
We recommend to use a trackable shipping service and purchasing shipping insurance for higher priced items. We do not guarantee that we will receive your returned item.
What do I need to know about shipping fees. Are they refundable?
Please note that we do not refund shipping fees that you paid for your original order. The shipping costs can't be claimed back because the delivery service has already been provided. This means that the shipping fees will be deducted from the refundable amount.
This also applies to orders that exceed the free shipping threshold and that Buyondo.com covers the shipping fees for. The shipping costs will have to be borne by the customer who returns his item(s).
When do I receive my refund (if applicable)?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Why does it take so long to receive my refund (if applicable)?
Please note that we can only process refunds once we have received and inspected your returned item. Depending on your shipping method and the transit time that it takes to receive the return item, you can expect your refund procedure to be completed within 2 to 6 weeks.
If you haven’t received a refund yet, first check your bank account again. If the refund doesn't reflect in your account make contact with your credit card provider - it may take some time before your refund is officially posted. As a next step you can contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Can I request a refund for a sale item (if applicable)?
If you purchased a product on sale, we are unfortunately not able to approve a refund request. Only regular priced items may be refunded.
I have ordered the wrong size. How can I exchange my product?
If you have ordered a product in the wrong size, you can request a product exchange. Please note that postage costs are at your own expense if you would like to return and exchange a functional item. Once we can offer pre-paid print-out labels for your return package, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
How do I return a faulty product?
If you were delivered a defective or damaged item you can request a product exchange or refund. If you need to exchange a defective product for the same item, please send us an email at email@example.com with your order number, your name, details of the product (quantity) and a description of the fault. Please also attach photograph of the faulty product to your email so we can process your replacement or refund request.
How do I return a gift item?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.