We recommend sending your return using a tracked and insured delivery service. This helps protect the full value of the item and allows you to confirm when the parcel has been delivered back to the seller.
To check if your return has been received, simply use the tracking number provided by your courier. Their online tracking service will show when the parcel is in transit and when it has been delivered. Please make sure you keep a copy of your tracking number and postage receipt until your return has been fully processed.
Important information about refunds and inspections
- Items must be returned to the seller for inspection before any refund, repair or replacement can be issued.
- If the item is faulty or not as described, the seller should provide you with a returns label. Once the return tracking shows as delivered, the seller will need to process your refund.
- If the seller has provided a returns label and the tracking confirms delivery but your refund has not been processed, please contact the seller directly through your OnBuy account. If you do not receive a response, you can then contact the OnBuy Customer Care team for further support.
- Refunds will only be processed once the seller has received and inspected the returned item.
If your courier’s tracking shows that your parcel has been delivered but you have not received an update, please allow the seller a short time to inspect your return and process the refund.