How to read our timeframes
When we say “30 days,” that means you have 30 calendar days from the delivery date to start the return. Weekends and holidays count toward that window. If your delivery date is unclear, use the courier tracking delivery timestamp or the delivery confirmation email.
Standard timeframes by product category
Below are the typical timeframes Orderzup uses. Some brands or sellers may set shorter or longer windows — product pages and order emails override these defaults.
- Clothing, footwear & accessories: 30 days (item must be unworn, tags attached).
- Electronics & small appliances: 14 days for change-of-mind; 30 days for manufacturing defects (defect claims require photos and may require inspection).
- Home & decor, small furniture: 14–30 days depending on item size and seller note (check product page).
- Beauty, personal care, and hygiene items: Non-returnable unless sealed packaging is broken on arrival or the item is damaged/incorrect.
- Perishable goods (food, flowers): Non-returnable unless the item was delivered spoiled or incorrect — report immediately with photos.
- Made-to-order / custom products: Non-returnable unless faulty or incorrectly made.
- Digital goods, downloads, software licenses: Non-refundable except where required by law or if the product is defective.
- Clearance / final sale items: Usually non-returnable — check the product listing.
Condition requirements (what we expect)
To qualify for a full refund or exchange, returned items should meet these conditions unless the return is for damage or wrong delivery:
- Returned in the original packaging (box, seals) when possible.
- All accessories, manuals, cables, freebies, and tags included.
- No signs of wear, stains, odors, or physical alteration (for change-of-mind returns).
- For electronics: no missing serial numbers or warranty stickers removed (unless defect claim).
- Proof of purchase (order number/invoice) included or available.
Items failing these checks may receive a partial refund or be rejected.
Damage, wrong item, or missing parts
If your order arrived damaged or is the wrong product:
- Take clear photos of the product, packaging, and courier box right away.
- Initiate a return and upload the photos or email them to support.
- These claims are prioritized — we normally issue a prepaid return label or arrange pickup.
If items or parts are missing, we will either send the missing part, offer a replacement, or provide a refund depending on availability.
Restocking fees and partial refunds
- We do not charge restocking fees for legitimate return requests within the policy window.
- If an item is returned damaged (customer-caused) or missing parts, we may deduct a reasonable amount from your refund to cover replacement/repair.
- For high-value or bulky items, a reasonable inspection period may apply before the refund is finalized.
How inspections work
Returned items go through a quality check at our returns center:
- Inspections confirm the reason for return and the condition of the item.
- If the inspection finds the item does not match the claim, we will contact you with findings and, if applicable, offer a partial refund or return mail-back at your expense.
- Inspections are usually completed within 3–7 business days of receipt.
Exceptions and special cases
- Warranty-covered defects: These may have a different process (manufacturer repair or replacement) and timelines. We’ll guide you through warranty claims separately.
- Promotional purchases / gifts: Timeframes may differ for items bought in limited-time sales; check the promotion terms.
- International orders: Customs rules and return shipping costs can affect eligibility and timings.
Practical examples
- You bought a shirt on 1st July and it was delivered on 3rd July. For a 30-day clothing return window, you must start the return by 2nd August.
- You received a phone that’s faulty on delivery — take photos and start the defect return immediately; defect claims are treated faster than change-of-mind returns.
Quick checklist before you start a return
- Confirm return window (delivery date + allowed days)
- Keep original box and tags until you’re sure you’ll keep the product
- Take photos (especially for damage/wrong item)
- Gather order number and product SKU
- Check the product page for any special return notes
Final note
Return windows and conditions are in place to keep things fair for customers and sellers. If you’re unsure about an item’s eligibility, save the product, take photos, and contact Orderzup support with your order number. We’ll check the specifics and guide you to the right solution.