How to Initiate a Return

Is your item eligible for return?

Before you begin, check these basic eligibility rules:

• The return request must be within the window shown on your order confirmation or the product page (commonly 7–30 days).
• The item should be unused and returned in original condition unless you’re filing a defect or damaged claim.
• Products such as perishable goods, intimate hygiene items, and custom-made products are usually non-returnable — verify the product page.
  If you’re unsure, keep the product safe and contact support; we’ll confirm eligibility after you share the order number and photos.

What to prepare

Prepare the following to make your return request smooth:

• Order number (find it in your order confirmation email or the My Orders section of your account).
• Product name and SKU (if available).
• Clear photographs showing the product and any damage or mismatch.
• A short explanation of the reason for return (for example: “Damaged on arrival”, “Wrong model delivered”, “Changed my mind”).

How to initiate a return — step by step

1. Log in to your Orderzup account and go to My Orders or Order History.
2. Locate the order that contains the item you want to return.
3. Click Initiate Return (or Request Return) next to the relevant product.
4. Choose a reason from the dropdown menu, add any details, and upload photos when applicable.
5. Submit the form. You will receive an email or SMS confirming your request and outlining the next steps.

If you don’t have an account, contact customer support with your order number and photos. We’ll open the return request for you.

Packing the item for return

Proper packing helps your claim pass inspection and prevents damage in transit:

• Use the original packaging when possible. If not, choose a sturdy box.
• Secure the product with bubble wrap, foam, or crumpled paper so it doesn’t move.
• Include all accessories, manuals and any freebies that shipped with the product.
• Place a copy of your invoice or a note with your order number inside the package if requested.
• Attach the return label provided by Orderzup or follow the courier instructions if you’re using your own service.
• Keep the courier receipt and tracking number until the refund or replacement is complete.

Who pays for return shipping?

• If the return is due to an Orderzup error (wrong item shipped or damaged in transit), we cover the return shipping cost.
• For returns due to “change of mind,” return shipping may be deducted from your refund unless the product page states free returns. Always check the product’s return policy before ordering.

What happens after we receive the product

1. The returned item goes through a standard inspection to verify the claim.
2. If the inspection confirms the issue you reported, we’ll proceed with a refund or dispatch a replacement based on your chosen resolution.
3. Refunds are returned to the original payment method. Bank processing times vary — allow a few business days for the refund to appear.
4. If an item is missing parts or is not in original condition, we may issue a partial refund.

You will receive email/SMS status updates at key milestones: return request received, item received at warehouse, and refund/replacement processed.

Typical timelines (what to expect)

• Acknowledgment of your return request: usually within 24–48 hours.
• Return label issued or pickup scheduled: within 24–72 hours of approval.
• Inspection and refund processing after the item is received: typically 3–7 business days.
  Actual timing can vary by courier and payment provider.

Practical tips to avoid delays

• Take clear photos of damage or wrong items immediately upon delivery.
• Keep original packaging and tags until you’re certain you won’t keep the product.
• If exchange is needed, initiate the return quickly — replacements depend on stock.
• Save courier receipts and tracking numbers until the case is fully closed.

Final note

We understand returns can be inconvenient — our goal is to resolve them quickly and fairly. If you need help at any stage, contact Orderzup support with your order number and photos. We’ll guide you through the next steps and make sure your return is handled without unnecessary hassle.