What is Buy.com's return policy?

Published: 05/05/2014 10:18 PM Updated: 11/04/2014 11:02 PM
We made our return policy for items shipped by Buy.com as fast and painless as possible with a 45 day return policy; one of the best in the industry! Items shipped by Buy.com may be returned for any reason within 45 days from the date of shipment with the exception of those items found here.

Please click any of the questions below for more information about the returns policy for Buy.com items:

How do I return a Buy.com item?
At Buy.com we made our return policy as fast and painless as possible with a 45 day return policy; one of the best in the industry! If your item was shipped by Buy.com, you can return items within 45 days of the ship date unless the item is on the list of restricted items, or it is otherwise stated on the item's listing information.

To return an item to Buy.com, you only need the following:

  • A valid, Buy.com issued return merchandise authorization (RMA)
  • The original manufacturer’s box with the UPC still intact
  • All accessories, manuals, and materials provided with the original item

To request a return, please:

  1. Locate the item you wish to return in your order history
  2. Select “Item Returns” link on the right.
  3. Select the quantity you wish to return from the drop-down menu provided.
  4. Select the reason for your return from the drop-down menu provided.
  5. Provide an explanation for the reason for your return in the text box below.
  6. Select if the manufacturer’s packaging is opened or closed in the drop-down menu provided.
  7. Select which resolution you would prefer a refund or replacement from the drop-down menu provided.
  8. Click on the “Request a RMA#” button on the bottom right.

After you have requested your RMA, you will see a confirmation screen with your RMA number and our returns center address.

If your item qualified for a free, pre-paid shipping label, the label and return instructions will be sent to you within the next hour via email. Once you print it out, please tape it to the box and bring it to the carrier listed on your label. The typical carriers we use for returns are UPS, FedEx, and USPS. As long as you give it to the carrier assigned to that RMA, your item will be returned to us with no questions asked.

If you did no qualify for a prepaid shipping label, you may use any carrier you like to return the item to us. Please write the returns center address on the outside of the shipping box, along with the RMA number. Please do not write the RMA number on the manufacturer’s box as this may affect your return. Additionally, please send us the appropriate tracking information so we are able to verify that the item has been delivered to our returns center.

In either case, your return does not have to be back in our warehouse within 45 days, but it does have to be in the possession of the shipper within 45 days. Once given to the carrier, the carrier has up to 14 days to return the item to us. We encourage you to get tracking and insurance so you can assure your return is received and processed without issue.

If it is determined you are ineligible for an RMA, please contact the manufacturer to see if they may assist you under the terms of their warranty.

Are there restrictions on returning Buy.com items?
Buy.com will work with you to return most items shipped via Buy.com; however, there are some items that have return restrictions, or cannot be accepted for a return.

Perishables, Undergarments, Groceries, or Health and Beauty Items

For health and safety reasons, Buy.com is unable to accept the return of grocery, personal, consumable, and perishable items. This includes but is not limited to opened or unopened undergarments, foodstuffs, ingestible liquids, soaps, shampoos, deodorants, household cleaners, medications, and some single use medical supplies like bandages.

Gift Cards or Prepaid Game Cards

All gift cards and prepaid game cards are ineligible for return. Please contact the manufacturer or card issuer for all technical assistance with these products.

Books

Books that are not electronic can be returned, but must be the in same condition they were received (e.g. binding in its original condition, no folded pages, no marks, etc.).

Opened Software, Media, or Games
Opened software, media, games, and books may only be returned for a replacement of the exact same product.

Downloadable Software, Media, Games, or Books

All downloadable software, media, games, and books are ineligible for return. Please contact the manufacturer for all technical or warranty assistance with these products.

Will I get a prepaid label for my return?
Buy.com will always provide shipping labels to return Buy.com items at no cost to you if you arrange the return within 45 days of the shipping date and the item you receive is:


If you believe that your item should be returned to us at no cost to you and you are unable to receive a shipping label when processing your return merchandise authorization online, please contact us and we will be glad to review the issue with you.

If you return an item using a shipping label provided by Buy.com and your item does not meet the conditions required to receive free return shipping, you may be issued a refund for your return minus the cost of the shipping label. If a replacement was requested in a case like this, a refund may be issued instead to accommodate this charge.

What is the refund or replacement process for a return?
Once you have returned an item shipped by Buy.com using the information here, you will receive an email as soon as it is received at our warehouse. Buy.com will then inspect your return to assure it has:

  • A valid, Buy.com issued return merchandise authorization (RMA)
  • The original manufacturer’s box with the UPC still intact
  • All accessories, manuals, and materials provided with the original item

This process may take up to 7 business days (not including Saturday, Sunday, or holidays) from the receipt of the item. If all the items needed are present and accounted for, your refund or replacement will be processed and you will receive a confirmation email regarding the refund or replacement you requested.

Additionally, if you return an item for which you were charged an electronic waste recycling fee, the amount of the recycling fee will also be refunded.

Can I exchange my return for a different item?
While we always try to satisfy our customers in any way possible, Buy.com is unable to do exchanges for different items.

If you would like to receive an item other than the one you are returning, please request a refund and place a new order for the item you desire.

What if I received the wrong product?
You should always receive the item you ordered in the condition it was listed in at the time of purchase. If not, Buy.com wants to make it right for you.

If your order was shipped by Buy.com and you received an item other than what was listed, even if it is a different color, please contact us and we will be glad to help you. You may also request a return online, and can find more information on how to do so here.

What should I do if things are missing?
Missing Item
If your order is missing an item, please check the tracking information on your order and make sure that you've received a box for each tracking number. If you have all the boxes, but still can't find the item, please search through the packing material in the boxes to see if the item may be hidden.

If you still can't find the item, please contact us for additional assistance.

Missing Parts
Because each manufacturer individually packages each product and does not provide us spare parts, we do not have any extra parts available to ship. We do, however, offer you the ability to return the item for a refund or replacement. You can find out how to do so here.

If you would prefer the parts rather than a replacement or refund, please contact the manufacturer directly and they should be able to assist you. We will be unable to help you get the parts from the manufacturer as they will ask for serial numbers, UPC codes, and registration information, all of which are now in your possession.

What do I do if my freight shipped item is damaged or defective?
Most oversized items shipped by Buy.com (such as televisions 32 inches and larger, washers, dryers, and refrigerators) require special freight delivery service.

Please carefully inspect the item before you sign to accept any freight shipped item.

If your freight shipped item is defective, please contact us and we will be glad to work with you regarding a refund or replacement.

If your freight shipped item is damaged:

The Carrier is Still There

If the item is damaged and the carrier has not left your location, please have the carrier note on the delivery paperwork that the item has been received in damaged condition and that you are refusing the shipment. The carrier will then take the damaged item and return it to Buy.com.

Once the package has been refused and taken back by the carrier, please contact us. Based on stock availability and your preference, we will issue you a replacement or a refund once we have confirmed the refusal.

The Carrier has Left

If the damage has been discovered after the carrier has already left your location, please contact the carrier that delivered your item immediately to alert them of the situation.

Then, please contact us and we will be glad to work with you regarding a refund or replacement. Please have the following details ready:

  • A digital pictures of the damage (if available)
  • A description of the damage to the contents
  • A description of the condition of the package
  • How the order was received (left at front door, signed for, etc.)

Please DO NOT ship the item back to Buy.com without first being instructed to do so.

Additionally, please DO NOT discard the product itself, or any of the shipping box or packing materials. These items are needed by the carrier to investigate what happened. Without these items, we may have to deny your damaged item claim because of the shipping carriers’ claims guidelines.

What does damaged mean?
A Buy.com item is considered damaged when it has dents, scratches, water spots, or evidence of mishandling or impact.

What does defective mean?
An Buy.com item is considered defective when it does not work the way the manufacturer intended and has not been damaged.

What happens to ineligible returns?
Please make sure your return matches all criteria. By requesting an RMA and shipping a return, you agree to accept our shipment of the item back to you as well as pay all associated costs if it is ineligible for return per the Buy.com Returns Policy.

Who is responsible for an item's safe return?
The title for the product being returned and the risk of loss shall be with the customer at all times during the shipment of a product to the Buy.com Returns Center. Additionally, any shipments from the Buy.com Returns Center back to the customer for being ineligible for return per the Buy.com Return Policy are the responsibility of the customer.

The title to the product being returned will transfer from the customer to the original wholesale distributor or third party liquidator only upon receipt of the product by said distributors or buyers.

Can I return an item from outside the United States?
For items shipped by Buy.com, we can accept returns from areas outside the United States, but are unable to offer a label to do so. You may use any carrier you like to return the item to us; however, we encourage our customers to get tracking information and insurance to assure a safe deliver to the Buy.com Returns Center.

Additionally, please write the returns warehouse address on the outside of the shipping box, along with the RMA number. Please do not write the RMA number on the manufacturer’s box as this may affect your return.


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