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Accueil / Centre d'aide / Refund Policy & Warranty / I've received a poor quality product. What should I do?

I've received a poor quality product. What should I do?

If you've received a low-quality, defective or a damaged product, we'll do our best to sort it out. But make sure to contact the Buydo support team ASAP.

How to do that?

On the website:

  1. Go to My orders.
  2. Select the order you're having problems with.
  3. Click on the Buydo support team button to the right.
  4. Describe the issue and attach a photo/video highlighting it.

On Android:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you'd like to report.
  4. Scroll down and tap Problem with a product.
  5. Tap the chat icon in the bottom right corner.
  6. Describe the issue and attach a photo/video highlighting it.

On iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order you'd like to report.
  4. Scroll down and tap Question about my order.
  5. Tap the chat icon in the top right corner.
  6. State your order ID, describe the issue and attach a photo highlighting it.
Please mind that:

• Quality complaints are accepted only within 30 days after the product is delivered
• Quality warranty will not apply to the cosmetics'/make-up goods' effect
• Quality warranty doesn't cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favour

Can my request for a refund be rejected?

Yes, in case:

• It's been more than 30 days since the product was received
• The product features/overall quality matches the description
• The photos/videos you provide are inconclusive, edited or picture a different product
• You haven't provided any proof
• You've disposed of the item/destroyed it without the support team's authorisation
• The product was additionally processed (washed, repaired) without the support team's authorisation

How do I get my money back?

Your money will return to your card/account within 14 days after a refund is issued.