Refund policy
Return & Refund Policy
Last Updated: October 15, 2026
At MustBuy, we want you to have a smooth shopping experience. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for a return under this policy, please contact us and we will review your request.
1. Return Eligibility
You may request a return or replacement if:
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You received a damaged product.
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You received a defective or faulty product.
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You received the wrong product.
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The product received is materially different from the product ordered.
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The product is otherwise eligible for return under applicable law or the specific product's stated return terms.
Return eligibility may vary depending on the product. Certain products may be marked as non-returnable due to their nature, hygiene considerations, or other applicable restrictions.
2. Return Request Period
Return or replacement requests should generally be submitted within 7 days of delivery.
To request a return, contact us at:
Please include:
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Order number
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Customer name
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Product name
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Reason for the return
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Clear photographs of the product
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Photographs of the packaging, where relevant
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Video evidence, where reasonably required to verify damage, defect, or incorrect product
We may request additional information if necessary to assess your claim.
3. Damaged or Defective Products
If your product arrives damaged or defective, please contact us as soon as possible after delivery.
For damaged packages or products, we strongly recommend taking photographs or recording a video while opening the package. This may help us investigate the issue with our shipping partner.
After reviewing the information provided, MustBuy may offer:
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A replacement product;
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A refund; or
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Another appropriate resolution, depending on the circumstances and applicable law.
4. Wrong Product Received
If you receive a product different from the one you ordered, contact us at mustbuysupport@gmail.com within 7 days of delivery.
After verification, we may arrange a replacement or provide another appropriate resolution.
5. Change of Mind
Returns due solely to a change of mind, personal preference, incorrect selection, or ordering the wrong size/variant may not be accepted unless the relevant product listing specifically states otherwise.
Please review the product details carefully before placing your order.
6. Products That Cannot Be Returned
Certain products may not be eligible for return because of their nature, hygiene requirements, or applicable restrictions.
Examples may include:
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Personal-use or hygiene-sensitive products once opened or used
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Products that have been used, altered, washed, damaged, or tampered with after delivery
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Products without their original packaging, where original packaging is required for the return
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Products specifically marked as non-returnable on the product page
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Products that are returned after the applicable return period
This list is not exhaustive, and product-specific return conditions may apply.
7. Condition of Returned Products
Where a return is approved, the product should generally be returned:
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Unused and in its original condition;
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With original packaging and accessories, where applicable;
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With tags, manuals, or other included materials, where applicable; and
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In a condition suitable for inspection and resale, unless the return is due to a defect, damage, or incorrect product.
MustBuy reserves the right to reject a return request where the product does not meet the applicable return conditions, subject to applicable law.
8. Return Shipping
If the return is approved because you received a damaged, defective, or incorrect product, MustBuy may arrange or reimburse reasonable return shipping costs, depending on the circumstances.
For returns that are not caused by an error or defect attributable to MustBuy, the customer may be responsible for applicable return shipping costs.
9. Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
If a refund is approved, the refund will generally be processed to the original payment method used for the purchase, subject to the payment provider's processing timelines.
The time taken for the refund to appear in your account may vary depending on your bank, card issuer, UPI provider, payment gateway, or other financial institution.
10. Cash on Delivery Orders
For eligible Cash on Delivery orders, refunds may be processed through an appropriate electronic payment method after the customer provides the required details.
We may request accurate bank account, UPI, or other payment information necessary to process the refund.
Customers are responsible for providing correct refund details.
11. Order Cancellation
If you wish to cancel an order, contact us at mustbuysupport@gmail.com as soon as possible after placing the order.
Cancellation requests are not guaranteed and may not be possible once an order has been processed, packed, or shipped.
If an eligible cancellation is approved after payment has been made, the applicable refund will be processed to the original payment method, subject to the payment provider's processing time.
12. Refused or Undelivered Orders
If an order is refused at delivery or becomes undeliverable because of an incorrect address, incomplete address, repeated failed delivery attempts, or customer unavailability, any refund will be subject to the applicable circumstances and costs incurred.
Where applicable, shipping, return-to-origin, or other logistics charges may be deducted from the refund, subject to applicable law.
13. Promotional and Discounted Products
Products purchased during promotional campaigns, clearance sales, or special offers may have different return or refund conditions.
Any special return conditions applicable to a promotion will be displayed during the relevant offer or on the product page.
14. Refund Delays
If your refund has been approved but you have not received it within the expected processing period, please first check with your bank or payment provider.
If the amount is still not received, contact us at:
We will assist you in checking the status of the refund.
15. How to Start a Return
To initiate a return, email us at:
Use the subject line:
Return Request – [Order Number]
Please provide your order number, product details, reason for the request, and any relevant photographs or videos.
Our support team will review your request and provide the next steps if the return is eligible.
16. Contact Information
For questions regarding returns, replacements, cancellations, or refunds, contact:
MustBuy
Email: mustbuysupport@gmail.com
We aim to review return and refund requests fairly and in accordance with our policies and applicable consumer protection laws.
17. Policy Changes
MustBuy reserves the right to update or modify this Return & Refund Policy from time to time.
The latest version will be posted on this page, and the updated policy will apply from the date specified above, subject to applicable law.
Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.
By placing an order with MustBuy, you acknowledge that you have read and understood this Return & Refund Policy.