FAQ

RETURN POLICY AND REFUND POLICY

Do you have an Exchange policy?

Unfortunately, we do not have an exchange policy. The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of damaged product, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

Where can i upload images of the Damages or incorrect product that were delivered to me ?

The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product. A link will be provided to the customer on the registered email address after the customer support team has been contacted.

On which condition are return application Applicable?

Only wrong, damaged, defective product(s) or product(s) with missing parts can be returned.

What are the Criteria to be met for products to be eligible for return?
  • The customer must contact us within 7 days of the delivery.
  • The product should be in an unused and resalable condition.
  • The product should be in its original packaging including the brand
  • The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.
Under which conditions product are not eligible for a return?
  • Specific categories like innerwear, lingerie, swimwear, beauty products, perfumes/deodorant, and clothing freebies, grocery & gourmet, jewellery, pet supplies, books, music, movies, batteries, etc., are not eligible for return and refund.
  • Products with missing labels or accessories.
  • Digital products.
  • Products that have been tampered with or have missing serial numbers.
  • A product that has been used or installed by the customer.
  • Any product not in its original form or packaging.
  • Refurbished products or pre-owned products are not eligible for returns.
  • Products that are not damaged, defective, or different from what was originally ordered.
What is your return procedure?

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In the case of damaged products, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer must meet the following conditions to return any product:

  • The customer must contact us within 7 days of the delivery.
  • The product should be in an unused and resalable condition.
  • The product should be in its original packaging including the brand’s/manufacturer’s box, user manual, warranty card and MRP tag intact.
  • The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.

The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product.

The customer must upload all the required images & videos with a short-detailed description of the issue that will help the team investigate the case.

To know more, please visit our return policy or contact our support team.

When will the refund amount get credited to my account?

In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility. Once the product is deemed eligible for a refund, the refund amount will be credited to your bank account/ Retail Centre account /original payment method.

Once we initiate a refund, it will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the time for refunds to your bank account will vary differently according to your bank’s settlement policy. Please contact our support team for more information.

What should you do in case of a late or missing refund?
  • Monitor your bank account as the settlement of inter-bank transactions may takes longer than expected.
  • Contact your bank and have the transaction ID ready to share.
  • In case you have yet to receive a refund, please contact our customer support team.
How will the refund be processed after returning the product?

Once the product returns to our warehouse, we would initiate a refund. It will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the same varies according to the bank’s settlement standards. In the case of Retailcredit the amount will reflect in your Retail Centre account within 24-48 working hours. Please contact our support team for more information.

Are shipping fees refundable if i return my product?

The customer can return a wrong, damaged, defective, or missing part / incomplete product.

If the order is not delivered or lost in transit, a refund will be issued.

Please refer to the shipping policy and our customer service for further details.

Order & Delivery

How do i keep track of my order?

You can track your order with the help of a “Courier Website” that you will receive in your order confirmation mail/SMS.

You can click on ‘Track Order’ option available at the on the website.

Can i change the product once i have placed an order?

Unfortunately, we cannot change the product once order placed.

 

Can i have a copy of the order invoice sent to my email address?

Yes, an order invoice can be provided on request. Please contact the customer service team for assistance.

I have not received my order, but my order status is showing delivered. what should i do?

In case the order is not delivered, please contact our customer support or the assigned courier company for assistance.

What is the estimated time of delivery for my order?

Orders are generally delivered within the time frame specified in the shipping method chosen by the customer at checkout.

When customs are required to be paid by the customer, delivery will be confirmed after the charges are paid.

Do i get a call before delivery?

Yes, you will get a Email from the courier company prior to delivery. You can schedule the delivery accordingly.

Do i need to pay anything at the time of delivery?
  • If the option is available in your country. You can choose to pay customs, duties, and taxes upfront or at the time of delivery. This option is available and calculated at the time of the checkout.
  • Depending on the country. Customs, duties, and taxes may be charged upfront and calculated at the checkout. The customer does not have to pay anything at the time of delivery and if any amount is charged by the courier company, please contact our customer support for assistance.
  • In some countries, the customs, duties, and taxes are not charged upfront. The customer will need to pay these charges to the assigned courier service.
Can Retail Centre deliver my order in multiple shipment?

Items in your order may be shipped to you in multiple shipments so that they get to you as fast as possible!

But don’t worry! Any shipping is added only once to your order. You do not have to pay these again if you are receiving your order over multiple shipments.

Customs clearance & Cancellation

Do i need to pay any extra amount for customs after placing an order?
  • If customs have been paid upfront: The customer does not have to pay anything at the time of delivery and if any amount is charged by the courier company, please contact our customer support for assistance.
  • In the case that customs, duties, and taxes are not charged upfront. The customer will need to pay these charges at the time of the delivery.
Who will be Responsible for customs Clearance?

The courier company usually takes care of the customs clearance procedure. However, the customs authority might require an urgent declaration or additional documents from the customer. You will need to provide all required documents and paperwork as soon as possible to the courier company so that they can present them to the customs authority.

When the customs are not paid upfront with the order, the customer is responsible for paying customs charges, arranging necessary documentation, and getting the shipment cleared from customs.

What will happen if the shipment is stuck in customs?

As to each such purchase made by the customer through the Retail Centre website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Retail Centre Website.

The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:

  • If the ‘Importer of Record’ fails to provide the required documents and paperwork to the custom authorities and as a result the product(s) are confiscated by the customs, Retail Centre will not issue a refund. Therefore, we strongly recommend that you make advance preparations & submit the relevant documents when requested by the custom authorities.
  • If the shipment is returned to our warehouse in case of missing/absent paperwork etc. from the customer’s side, Retail Centre will only refund the purchase price of the product(s) to the customer. Shipping and return charges will not be included in the refund.
What are the documents required at the time of clearance?

To avoid the delay in the shipment, customs may require the following documents from your side:

  • National ID
  • Tax ID
  • Passport
  • Proof of Payment
  • End use of the item
  • Doctor prescription
  • NOC

Customs authorities may also require additional documents not listed above. You will be notified by the courier company if a specific document is required for clearance purposes.

Can the courier company ask for any other added charges for clearance ?

For upfront customs charges, no other charges will be taken.

For customs charges not taken upfront, the following charges may be collected by the courier company:

  • Disbursement charges
  • Bonded Storage if customer failed to share required document within time frame
  • Taxes
  • Handling fees
  • Administration charges
Will i get a complete refund during order cancellation?
  • If the shipment is ready for dispatch or is already dispatched from the seller A portion of shipping price will be deducted from the total refund amount affected in the shipment.
  • If the order/product has been processed by the seller but not yet shipped, the customer is eligible for a full refund
  • If the order/product has not been created/processed by the seller: the customer is eligible for a full refund.
  • If the shipment has already left for your country and the Airway bill number is available from the courier company on the tracking page. We will not be able to cancel your order.

Payments and Fees

Does Retail Centre charge anything extra of the difference in currency?

Retail Centre do not charge anything extra apart from shipping and custom charges. Retail Centre doesn’t charge anything extra except shipping and custom fees. When you make a payment in a particular currency, your bank may charge for the currency difference if the transaction amount is in US dollars ($), euros (€) or another currency.

What method of online payment are accepted in different countries?

Below are the common payment options.

  • PayPal
  • VISA/Mastercard
  • Bank Transfer
  • Crypto Currency

Other payment options can be found at the bottom of the website

What actions are required to be taken in case where payment has been deducted but no orders have been placed?
  • Check your bank/card statement and see whether the amount has been reversed in your account.
  • Wait 24 hours. The discounted amount will be automatically returned to your account. The amount deducted will be automatically reversed into your account.
  • Contact our support team for further assistance.
How are customs fee calculated?
  • For customs paid front: Customs/Import duties and taxes fees levied at checkout are an estimation of the fees and are not exact. If actual customs fees exceed the estimated customs fees taken at the time of placing an order, Retail Centre will pay the additional fees charged.
  • For customs that have not been paid upfront: Customs/Import Duties & Taxes will be calculated by the customs authorities.
The Order amount was deducted from my account, however my order status is showing on Hold or cancelled. what does that mean?

On hold or cancelled order status means that we did not receive payment from you. If the order amount was deducted from your account and your order status is still showing on hold or cancelled, You can either wait a few days for the amount to be reversed in your account or contact our customer care for further assistance.

Legitimacy & Reliability

Is Retail Centre a legitimate website?

Retail Centre is a legitimate global e-commerce platform with its headquarters situated in United Kingdom. It is a trusted cross border shopping platform with millions of shoppers around the globe that believes in the best customer service experience

We at Retail Centre strictly adhere to all eCommerce protocols and policies in all the 180+ countries we operate in. We strive to constantly adapt to the ever-changing world in eCommerce by changing and customizing our operations to fulfill all your needs and requirements.

All transactions done through Ubuy are highly secure. We use advanced encryption systems in our payment process to ensure complete safety and protection for our valuable customers. In the case of any unlikely event or disputes regarding an incorrect or damaged product, a full refund is granted as per the Retail Centre policy.

Thank you for all the support you have provided us over the years. We really value and appreciate that and will continue to provide better services every time you shop with us.

Is Retail Centre a trustworthy ecommerce store?

Retail Centre has delivered over 2,500,000+ packages since founding in 2019. It has been providing millions of customers with branded and authentic products, in over 180 countries globally. Headquartered in United Kingdom, it offers highly secure website services, using the latest technologies; to provide a seamless online shopping experience.

Is it safe to buy from Retail Centre?

Retail Centre offers highly secure website with advanced encryption systems for payment process to ensure complete safety and protection to our valuable customers.

Use of Latest Secure Technologies

Ubuy runs on HTTPS which is a more secure transfer protocol. All communications between your browser and the website are encrypted which means that all transactions are and more secure. All personal information is protected by secured networks to ensure all customer info kept safe and confidential.

In addition, information is encrypted via Secure Socket Layer (SSL) technology and the website is scanned on a regular basis. All transactions are processed through a gateway provider and are not stored or processed on our servers.

Delivery Protection and Refund

At Retail Centre, your package safety matters to us. We are always ready to handle your packages during any delay that might occur due to flight delays or bad weather. We ensure that packages get delivered to you in a timely fashion by streamlining custom clearance procedures and working around national holidays.

Retail Centre believes in best customer service experience, in case of any unlikely event, A full refund is granted as per Retail Centre Refunds Policy.

For complete information please visit our website. If you have any doubts and queries, please feel free to contact us at any time at info@retail-centre.com. We are always ready and happy to help you and have the best experience with us.

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