Returns & Exchanges Policy

Effective Date: January 1, 2026 | Last Updated: January 1, 2026

1. Overview

This Returns & Exchanges Policy explains how to return or exchange products purchased on BugSell. For information about refunds, see our Refund Policy.

Key Points:

• Return window: 30 days from delivery
• Exchanges subject to availability
• Items must be in original condition
• Seller-specific policies may vary

2. Return Eligibility

2.1 Returnable Items

You may return items if:

• Received within past 30 days
• In original, unused condition
• Original packaging and tags intact
• All accessories and components included
• Defective, damaged, or not as described

2.2 Non-Returnable Items

See Refund Policy - Non-Refundable Items for complete list:

• Custom or personalized items
• Digital products
• Intimate or sanitary items
• Perishable goods
• Final sale items

3. Return Process

Step 1: Initiate Return Request

1. Log in to your account
2. Go to "My Orders"
3. Select order and click "Return Item"
4. Choose reason for return
5. Select items to return
6. Submit request

Step 2: Await Approval

• Seller reviews request (24-48 hours)
• You receive email notification
• Return shipping label provided (if approved)

Step 3: Pack and Ship

Packaging:

• Use original packaging if possible
• Pack securely to prevent damage
• Include all accessories and documentation
• Do not write on original product box

Shipping:

• Print return shipping label
• Attach to package
• Ship within 7 days of approval
• Keep tracking number

Step 4: Tracking and Inspection

• Track return shipment
• Seller inspects upon receipt
• Inspection completed within 3 business days
• Refund or exchange processed

Step 5: Receive Refund or Exchange

• Refund: 5-7 business days after inspection
• Exchange: Ships within 3-5 business days
• Email confirmation sent

4. Exchanges

4.1 Exchange Eligibility

You May Exchange For:

• Different size
• Different color
• Different variant
• Same item (if defective)

Requirements:

• Item available in desired variant
• Within 30-day window
• Original item in returnable condition
• Price difference paid (if applicable)

4.2 Exchange Process

Initiate Exchange:

1. Start return request
2. Select "Exchange" option
3. Choose desired variant
4. Submit request

Seller Options:

• Advance Exchange: New item ships before return received
• Standard Exchange: New item ships after return inspected
• Exchange Declined: If variant unavailable, refund issued

Price Differences:

• Higher Price: Pay difference before new item ships
• Lower Price: Receive refund for difference
• Same Price: No additional payment

4.3 Exchange Shipping

Who Pays:

• Defective/Wrong Item: Seller pays both ways
• Size/Color Change: Buyer pays return, seller pays outbound
• Buyer's Preference: Buyer pays both ways (varies by seller)

5. Return Shipping

5.1 Return Shipping Costs

Seller Pays Return Shipping:

• Item is defective or damaged
• Wrong item sent
• Item not as described
• Seller error (wrong size/color shipped)

Buyer Pays Return Shipping:

• Changed mind
• Ordered wrong size/color
• No longer needed
• General dissatisfaction (item as described)

Cost Range:

• Domestic: $5-$15 typically
• International: $15-$50+ depending on location

5.2 Return Shipping Methods

Prepaid Label (Seller Provides):

• Fastest and easiest option
• Print and attach to package
• Drop off at carrier location
• Tracking included

Self-Arranged Shipping:

• If seller doesn't provide label
• Choose your own carrier
• Keep tracking information
• May be reimbursed if seller's fault

Recommended Carriers:

• USPS, FedEx, UPS, DHL
• Use trackable shipping method
• Purchase insurance for valuable items
• Keep receipt and tracking number

6. Return Conditions

6.1 Item Condition Requirements

Items Must Be:

• Unused and unworn
• Unwashed and unaltered
• In original packaging
• Tags and labels attached
• All accessories included
• In resalable condition

Exceptions (Defective Items):

• May be used/tested
• Packaging may be opened
• Tags may be removed
• Condition doesn't affect return

6.2 Inspection Criteria

Sellers Inspect For:

• Signs of use or wear
• Damage not present originally
• Missing components
• Altered or modified items
• Hygiene and cleanliness

Return May Be Rejected If:

• Item shows signs of use
• Damaged by buyer
• Missing parts or packaging
• Not the item originally sent
• Hygiene concerns

Rejected Returns:

• Item returned to buyer
• Buyer pays return shipping
• No refund issued
• May incur restocking fee

7. Restocking Fees

7.1 When Applied

Some sellers may charge restocking fees:

• Buyer's remorse returns
• Large or bulky items
• Electronics (opened packaging)
• Special order items

Typical Fees:

• 10-20% of purchase price
• Must be disclosed in seller's policy
• Not charged for defective items

7.2 Disclosure

Sellers Must:

• Clearly state restocking fee in policy
• Display on product page
• Inform buyer before return approval
• Deduct from refund amount

8. International Returns

8.1 Return Process

Same Process:

• Follow standard return steps
• May take longer for shipping
• Customs forms may be required

Additional Considerations:

• Return shipping costs higher
• Customs duties (non-refundable)
• Longer processing times
• Currency conversion

8.2 Customs and Duties

Important:

• Original customs duties not refundable
• May incur duties on return shipment
• Buyer responsible for return customs fees
• Mark package as "Returned Goods"

9. Special Circumstances

9.1 Damaged in Transit

If Item Arrives Damaged:

1. Photograph damage immediately
2. Keep all packaging
3. Contact seller within 48 hours
4. Seller files carrier claim
5. Replacement or refund issued

Don't:

• Discard packaging
• Delay reporting damage
• Use damaged item

9.2 Wrong Item Received

Process:

1. Contact seller with photos
2. Seller provides return label
3. Return wrong item
4. Receive correct item or refund

No Cost to Buyer:

• Seller pays all shipping
• No restocking fee
• Expedited replacement

9.3 Missing Items

If Order Incomplete:

1. Check packaging thoroughly
2. Contact seller within 7 days
3. Seller ships missing items
4. Or partial refund issued

10. Seller Return Policies

10.1 Minimum Standards

All sellers must:

• Accept returns for defective items
• Respond to return requests within 48 hours
• Provide return address
• Process returns within 7 days of receipt
• Issue refunds promptly

10.2 Enhanced Policies

Some sellers offer:

• Extended return windows (60-90 days)
• Free return shipping
• No-questions-asked returns
• Instant exchanges
• Prepaid return labels

Check Seller's Policy:

• Displayed on product page
• Review before purchasing
• Contact seller with questions

11. Return Tracking

11.1 Track Your Return

In Your Account:

• View return status
• See tracking information
• Check inspection results
• Monitor refund processing

Status Updates:

• Return requested
• Return approved
• Return shipped
• Return received
• Inspection complete
• Refund processed

11.2 Communication

You'll Receive Emails For:

• Return request received
• Return approved/denied
• Return label ready
• Return received by seller
• Inspection complete
• Refund issued

12. Buyer Responsibilities

12.1 Before Returning

Verify:

• Item is eligible for return
• Within return window
• Have order number and details
• Understand who pays shipping

Prepare:

• Gather all components
• Locate original packaging
• Take photos of item condition
• Print return label

12.2 During Return

Pack Properly:

• Use adequate padding
• Protect from damage
• Seal securely
• Label clearly

Ship Promptly:

• Within 7 days of approval
• Use trackable method
• Keep proof of shipment
• Monitor tracking

12.3 After Return

Follow Up:

• Confirm seller received return
• Check inspection results
• Verify refund amount
• Contact support if issues

13. Prohibited Actions

Do Not:

• Return different item than purchased
• Damage items intentionally
• Remove serial numbers or tags
• File false return claims
• Abuse return privileges

Consequences:

• Return rejected
• Account suspension
• Legal action
• Banned from platform

14. Dispute Resolution

14.1 Return Disputes

Common Issues:

• Seller denies return request
• Seller claims item damaged
• Refund amount disputed
• Return not received

Resolution:

1. Contact seller to discuss
2. Provide evidence (photos, tracking)
3. Escalate to BugSell support
4. We mediate and decide

14.2 BugSell Mediation

We Review:

• Return request and evidence
• Seller's policy and response
• Photos and documentation
• Tracking and delivery confirmation

Final Decision:

• Binding on both parties
• Refund issued if appropriate
• Return shipping reimbursed if applicable

15. Contact and Support

Return Questions

Email: returns@bugsell.com
Subject: "Return Inquiry - Order #[Number]"

Help Center:
https://bugsell.com/help/returns

Live Chat:
Available in your account

Phone:
[Phone Number] (Mon-Fri, 9am-5pm)

Quick Reference

Return Window: 30 days from delivery
Exchange Window: 30 days from delivery
Shipping Time: Within 7 days of approval
Inspection: 3 business days
Refund Processing: 5-7 business days

Return Shipping Paid By:

• Seller: Defective, wrong item, not as described
• Buyer: Changed mind, wrong size ordered

Required Condition:

• Unused, original packaging
• Tags attached
• All accessories included

Exceptions:

• Defective items (can be used)
• Wrong items (condition irrelevant)

This Returns & Exchanges Policy works together with our Refund Policy to ensure fair and transparent transactions.

Last Updated: January 1, 2026
Effective Date: January 1, 2026