Returns & Exchanges
We want you to love your purchase. If something isn't right, here's how returns and exchanges work on BugSell.
Return Policy Overview
BugSell's return policy protects buyers while being fair to sellers:
- Return window: 14 days from delivery
- Eligible items: Unused, unworn, with original tags
- Non-returnable: Custom/personalized items, digital products, items marked final sale
Individual sellers may have additional policies. Check the product page or seller's shop policies before purchasing.
Valid Reasons for Returns
Returns are typically accepted for:
- Wrong item received - Different from what you ordered
- Damaged item - Arrived broken or defective
- Quality issues - Doesn't match product description
- Size issues - Doesn't fit as expected (check size guides first)
How to Request a Return
- Go to My Orders in your account
- Find the order you want to return
- Click Request Return
- Select the reason for return
- Add photos if applicable (required for damaged items)
- Submit your request
What Happens Next
After submitting your return request:
-
Seller Review (1-3 business days)
- Seller reviews your request and photos
- You'll receive approval or questions
-
Return Shipping (if approved)
- Receive return shipping instructions
- Pack item securely in original packaging
- Ship within 7 days
-
Refund Processing (1-5 business days after receipt)
- Seller receives and inspects item
- Refund issued to original payment method
Return Shipping Costs
Who pays for return shipping depends on the reason:
| Reason | Who Pays |
|---|---|
| Wrong item sent | Seller pays |
| Item damaged/defective | Seller pays |
| Changed your mind | Buyer pays |
| Size doesn't fit | Buyer pays (usually) |
Exchanges
Want a different size or color?
- Request a return for the original item
- Place a new order for the correct item
- Complete the return process
Contact the seller first - they may offer to exchange directly, saving you time and shipping costs.
Refund Timeline
After your return is received:
| Payment Method | Refund Time |
|---|---|
| Credit/Debit Card | 5-10 business days |
| PayPal | 3-5 business days |
| Store Credit | Immediate |
Damaged or Wrong Items
If your item arrives damaged or incorrect:
- Take photos immediately - Document the condition
- Don't throw away packaging - May be needed for claims
- Contact seller within 48 hours - Report the issue
- Submit return request - Include all photos
Return Tips
- Keep packaging until you're sure you'll keep the item
- Check size guides before ordering to avoid sizing returns
- Read descriptions carefully - especially for color and materials
- Save return shipping receipts - proof of return shipment
When Returns Aren't Possible
Some items cannot be returned:
- Personalized/Custom items - Made specifically for you
- Digital products - Downloads, printables
- Items marked "Final Sale" - Clearly labeled as non-returnable
- Used or worn items - Must be in original condition
- Items returned after 14 days - Past return window
Disputes and Issues
If you're having trouble with a return:
- Communicate with seller - Most issues can be resolved directly
- Escalate to BugSell - Open a support ticket if no resolution
- Provide documentation - Photos, messages, tracking info
Need Help?
For return and refund assistance:
- Email: support@bugsell.com
- Include order number and issue details
- Attach relevant photos or screenshots
- We'll help mediate and resolve disputes