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Return & Refund Guide

Table of Contents

Shipment Issues

Delivery Failure

If a delivered parcel is not claimed by your customer or if there are tracking issues (such as an incorrect address, unknown recipient, missing phone number, or door number), the parcel will be returned to the local processing center. Within 7 days from the initial delivery, you may request a second delivery attempt through Uniqbe at an additional cost of 10 USD per parcel. This redelivery requires updated contact information or an alternative receiver address within the same country. Please note that a second unsuccessful attempt will result in the order’s closure. After 7 days, no aftersales service will be available, and the parcel will be considered default and discarded.

Clarification on Mismatched Delivery Addresses

Products procured and shipped through Uniqbe are delivered directly to end consumers. Sellers cannot initiate payment disputes or request refunds on the grounds that they did not personally receive the items. The address provided by the seller during the payment process may vary from the one stored in the Uniqbe system, where the latter is deemed as the authoritative address. In the event of an address error resulting from Uniqbe’s oversight, we will facilitate a refund or provide a replacement.

Product Missing, Faulty, or Stolen

In the event of a missing, or stolen parcel, please be informed that we will gladly assist you in the process of claiming a loss from the courier service. It’s important to note that the compensation value is entirely dependent on the policies of the respective courier service. Rest assured; we will refund you the amount that we are compensated by the courier service. Your satisfaction is our priority, and we will do our best to support you through the resolution process.

Product Received in Damaged or Defective Condition

If the parcel arrives in a damaged or defective condition, we have two possible scenarios:

  1. Customer rejects a parcel that is severely damaged due to logistics issues. we will promptly provide a replacement once we received the returned parcel.
  2. In cases where customers choose to accept the parcel despite discovering damage, we still offer the option for replacement (subject to stock availability) or a return refund. To proceed with this, we require evidence of the damaged or defective product, like photos, unboxing video, the shipping slip, and the barcode. Please note that your customers are responsible for the shipping costs to return the parcel to us, while we will cover the expenses for reshipping the replacement.

The damage policy does not extend to cover scratches and dents. If your item necessitates extra packaging, we encourage you to reach out to us to explore packaging optimization options and any related expenses.

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