Return Policy

Returns Processing

SellerBay is a venue made up of independent sellers who run their own shops. This means that each seller is responsible for their own policies regarding refunds, exchanges, and returns. Individual policies will vary from shop to shop.

Before purchasing, it is best to locate and get familiar with the shop’s Returns & exchanges policy. You can view this information by clicking the Policies link at the top of their shop homepage. You can also go to the shop policies link in the listing overview on an individual listing page.

Specific questions about a shop’s policies are best answered by the seller. You can use Conversations to contact the seller before ordering to get clarification.

Returning an item

It’s important to have a return agreement with the seller before you ship an item back. This means you’ll want to ensure that you have the following:

  • Confirmation from the seller via Conversations or SellerBay's case system that they’ll accept the return
  • A return shipping address provided by the seller
  • The timeframe in which the seller expects to receive the returned item
  • An agreement determining which party is responsible for the cost of return shipping (the buyer or the seller)

We also recommend holding on to all records of return shipment (like tracking information or a postal receipt) in case further action is required.

Returns Pick-Up

Since each seller on  SellerBay runs their own shop, SellerBay is not directly involved in transactions between individual buyers and sellers.

This also means when you encounter an issue with a transaction (such as a non-delivery or an item not being as described), we ask that you first contact the seller directly to work towards a resolution. Because  SellerBay is not directly involved in the transaction between buyers and sellers, we are unable to issue immediate refunds for purchases.

While it’s our hope that both the buyer and seller will come to a mutual resolution, we can’t guarantee this will be the case.


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:

  1. Go to the Orders page in your Seller Buy account.
  2. Find the order with the product you'd like to return.
  3. Click the 'Return Items' button and select a reason for your return.
  4. 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.

SellerBay Case Form

    Order Information

    [Order Date]

    Product Information

    Reason for Return
    Dead On ArrivalFaulty, please supply detailsOrder ErrorOther, please supply detailsReceived Wrong Item

    Product is opened

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