Returns policy

Items we can accept back

Any item that is unused, unopened, unaltered and undamaged can be returned within 72 hours of delivery.

• Unused—not used or consumed in any way. (An exception to this rule is defective products.)
• Unopened—still in its original, sealed packaging.
• Unaltered—not changed, repackaged, or relabelled.
• Undamaged—in the same condition in which it was delivered.

How to return an item

All returns must be made in person. We cannot accept items sent by post, courier or any third party.

1. Within 72 hours of delivery, let us know through the Support page that you want to return an item. Include your order number and the item(s) concerned.
2. We will confirm where and when you can bring the item to us.
3. Bring the item in its original, sealed packaging, together with your order number—unless the item costs less than TT$50 and is not defective, in which case we will ask for a video instead (see below).

Items under TT$50

If you want to exchange an item that costs less than TT$50, you do not have to return the original item. You still need to ask for the exchange within 72 hours of delivery.

To complete the exchange we need a remote video showing the condition of the item. The video must clearly show the item, its packaging and the problem you are reporting, and we will tell you how to send it. We cannot complete the exchange without it.

This does not apply to defective products.

Defective products

A defective product must always be returned in person, whatever it cost, including items under TT$50. We will confirm the exchange once we have seen the item.

Damage after delivery is not a reason for return

Damage that happens after the item has been delivered to you, for example while it is stored, handled, used or moved, is not a reason for return, an exchange or wallet credit.

Exchanges—no hand to hand cash refunds

An approved return is settled as an exchange. An exchange is either:

• a replacement of the product with the same, identical product; or
• wallet credit that you can spend on other items.

No hand to hand cash refunds. We do not give cash for returned items, and we do not make cash transactions with customers at a return.

Wallet credit

Credit is added to your Groupbuyers wallet in these situations:

1. Refund for a failed delivery or service—when we are unable to deliver your order or provide the service you paid for.
2. A prize or coupon—credit won or redeemed through a Groupbuyers promotion.
3. A customer incentive programme—credit awarded under a Groupbuyers customer incentive or bonus programme.
4. An exchange—credit given for an item that we approve for exchange, when you take wallet credit instead of an identical replacement.

Requests made after the 72-hour window, or for items that do not meet the conditions above, cannot be accepted. Orders that are still pending can be cancelled from your order page before they are completed.