Returns Policy

Returns Overview

At OneBuy, we want both buyers and sellers to have a positive experience. This returns policy explains how returns work on our platform.

Returns are handled between buyers and sellers, with OneBuy providing dispute resolution services when needed. All returns must comply with UK consumer law, including the Consumer Rights Act 2015.

Buyer Returns

As a buyer on OneBuy, you have the right to return items in the following situations:

• Item not as described - The item significantly differs from the listing description or photos
• Damaged item - The item arrived damaged or broken
• Wrong item received - You received a different item than what you ordered
• Missing parts - The item is missing components described in the listing
• Counterfeit goods - The item appears to be counterfeit or not authentic

Seller Obligations

Sellers on OneBuy must:

• Accurately describe items with clear photos and honest condition assessment
• Disclose any defects, damage, or missing parts before sale
• Accept returns for items that are not as described
• Provide a return address for buyers to send items back
• Process refunds within 5 business days of receiving returned items
• Respond to return requests within 48 hours

Refunds

Dispute Resolution

If a buyer and seller cannot agree on a return or refund, OneBuy offers dispute resolution:

• Either party can open a dispute through the order page
• Both parties submit evidence (photos, messages, tracking info)
• Our team reviews the case within 3-5 business days
• We make a fair decision based on evidence and this policy
• Decisions are final and binding

Return Exclusions

The following items are generally not eligible for return unless damaged or not as described:

• Digital downloads, gift cards, and software licenses
• Perishable goods (food, plants, flowers)
• Personalised or custom-made items
• Underwear, swimwear, and other intimate apparel (hygiene reasons)
• Items used or damaged by the buyer after delivery
• Items sold "as is" or "for parts/repair" (clearly stated in listing)