Cancellation, Returns, and Refund Policy

Three Related Processes

Cancellations, returns, and refunds are often mentioned together, but they are distinct processes that apply at different stages of a transaction. Understanding the difference helps buyers and sellers set realistic expectations.

A cancellation stops an order before it is fulfilled. A return sends a delivered product back. A refund returns money to the buyer. Each has its own conditions.

Cancelling an Order

Cancellation depends on the current order status and applicable Bukiia cancellation rules. Once an order has been paid and processing has begun, cancellation may not always be available directly through the order page.

Cancellation may depend on whether payment has been completed, whether the seller has already fulfilled the order, whether the product has been shipped, whether the seller agrees, the applicable cancellation deadline, and the reason for cancellation.

A cancellation request should be made as early as possible. The earlier it is made, the more likely it is to succeed before the seller has acted. Where cancellation requires support intervention, the buyer should provide their account email, order number, and reason for cancellation.

Returns

A return is not automatically available simply because a buyer changes their mind. A return may be required when Bukiia determines that returning the physical product is appropriate to resolve a valid dispute.

This is an important point. Returns exist as part of dispute resolution, not as a general returns policy. A buyer cannot simply decide to return an item they no longer want, unless the seller voluntarily agrees.

Do not independently send an item back unless Bukiia or the applicable seller-approved return process instructs you to do so. Sending an item back without authorisation may complicate the dispute rather than resolve it.

When a return is approved, Bukiia provides return instructions. The buyer prepares the product, ships or hands it over using the specified method, and provides the required return reference. The seller receives the returned product, the return is reviewed, and the applicable refund process is completed.

The buyer is responsible for returning the correct product, packaging it appropriately, following the provided instructions, providing shipment information, and preserving evidence of the return. A buyer should not intentionally alter, damage, or substitute the returned product.

Refunds

Depending on the circumstances, a refund may be full, partial, issued after a return, or issued without a return where appropriate. The applicable refund amount depends on the reason for the refund, the evidence available, and the relevant Bukiia policy.

A partial refund may be appropriate when only part of an order or product is affected — for example, missing quantity, a missing component, a partially fulfilled order, or a problem affecting only part of a multi-item purchase.

In certain circumstances, Bukiia may determine that returning the product is unnecessary. This may occur where return costs are disproportionate, the product has little practical return value, the product cannot reasonably be returned, the product is unsafe to return, buyer and seller agree to another resolution, or Bukiia determines that another remedy is appropriate. A refund without return is not automatically available.

Protection fees may be non-refundable according to the applicable terms.

Refund Timing

Refund timing can depend on dispute resolution, return delivery, seller confirmation, payment provider processing, wallet processing, and external payment processing. If a refund appears delayed, contact Bukiia Support with the relevant order information.

Change of Mind

Buyer Protection is not a general change-of-mind guarantee. Examples that do not automatically create a valid dispute include the buyer no longer wanting the product, finding a cheaper product elsewhere, expecting a different appearance despite an accurate listing, ordering the wrong item, or no longer needing the product.

A seller may voluntarily offer a return or alternative arrangement where appropriate. But that is a matter of the seller's discretion, not an entitlement.