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Returns, replacements and refunds
Last updated 14 October 2026
In short: damaged, faulty or wrong items are replaced, or refunded when we cannot replace them. Report a problem within 24 hours of delivery, with photos.
What we promise
We want you to be happy with what you buy. Most problems are solved with a replacement. If we cannot replace the item, we refund you. The sections below say exactly when.
When we replace or refund
| Situation | What we do |
|---|---|
| The item arrives damaged | We send a replacement. If a replacement is not possible, we refund the item price. |
| The item is faulty or stops working | We check it with you, then send a replacement or refund the item price. Report a fault within 7 days of delivery. |
| You receive the wrong item | We send the correct item, or refund the item price if you prefer. |
| The item does not match its description, or does not work for the purpose you told us about | We refund the item price once we have checked the item. Report it within 7 days of delivery. |
| Your order is cancelled after you have paid, and we cannot fulfil it | We refund the amount you paid for the items and the service fee. |
| You have changed your mind | We do not accept returns for a change of mind. underwear, swimwear, cosmetics and personal-care products, earrings and jewellery that have been worn, and hair accessories and other personal items once opened. |
How to report a problem
- Message us on WhatsApp within 24 hours of delivery. Use the store page to start the chat.
- Give your order number, the item, and a short description of the problem.
- Send clear photos or a short video of the item, its label and the packaging.
- Keep the packaging until we confirm what happens next.
We will confirm within 2 working days whether we can replace the item or need to refund it.
How refunds work
- Refunds go back to the card or account the payment came from.
- We refund within 7 working days after we confirm the refund.
- Each refund is recorded on your order with a reference, so you can match it to your payment.
Who pays for returns and replacements
Where the fault is ours, we arrange and pay for collecting the item and for the replacement delivery, and we refund the delivery fee you paid for the affected order.
Questions
Message us on WhatsApp from the store page, or email buylowmarketplace@protonmail.com.