- Q. I received a defective/damaged item, can I get a refund?
In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund.
- Q. I received a wrong item, how can I return it?
In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns.
- Q. When are ‘Returns’ not possible?
There are a few certain scenarios where it is difficult for us to support returns:
- Return request is made outside the specified time frame, of 15 days from delivery.
- Product is used, damaged, or is not in the same condition as you received it.
- Specific categories like innerwear, lingerie, socks and clothing freebies etc.
- Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories.
- Fragile items, hygiene related items.
- Products with Secondhand Tag.
- Q. I have changed my mind; can I return what I have bought?
If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied.
If you wish to return the item after receiving it, you have up to 15 days to return them, keeping the below rules in mind:
- The item is not on the Non-Returnables list.
- You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.
- Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.
- Q. Can I return Clothing & Fashion accessories?
A. You can return any Clothing item or Fashion accessory within 15 days in the same condition you received and in the original box and/or packaging intact, as long as the item is:
- not listed in the Non-Returnable List.
- not Clearance Items clearly marked as such and displaying a No-Return Policy
- in the same condition as received and with the original packaging box and tags attached
- Q. What are the items that cannot be returned?
The items that cannot be returned are:
- Clearance items clearly marked as such and displaying a No-Return Policy
- When the offer notes states so specifically are items that cannot be returned.
- Items that fall into the below product types-
Beauty & Fragrances
Also, Any Secondhand Products or any consumable items that are used cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.
- Q. How long does it take the courier to collect the returned items?
The return of the product can be made directly to the delivery address indicated at the time of purchase or must be deposited at a post office in case of deliveries made by Correos or others. During our instructions the way of return to the buyer will be indicated.
- Q. Can I schedule time with the courier to return an item?
At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.
- Q. Can I return my item after 15 days?
There may be situations in which you were not able to return items within the 15 days, in such cases please contact our Customer Service Team ( (+34) ) or through the Contact Us page to file a complaint on or before 15 days. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.
- How can I receive a refund if I paid by Credit Card?
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement , depending on individual’s bank process.
- Q. I paid through Cash on Delivery, how will I receive a refund for my item?
If you have paid through Cash on Delivery (COD), the money would be refunded to your Bank Account. For that you should mention your Bank Account details along with Order details in the contact form or mail us at [email protected]
- Q. Can I Replace or Exchange an item rather than a refund?
At the moment, buy1to10 does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.
- Q. I lost the Original Packing in which I received the item, how can I still return it?
We accept return of item only if it is in an original box and/or packaging intact with all labels and barcodes on it, however in this case, please call the Help Center for more information.
- Q. Who pays for the shipping charges when I return an item?
You can return an item for free within 15 days from delivery date, were by buy1to10.com covers all the shipping charges.