Refund & Exchange Policy

Effective Date: October 3, 2026

Last Updated: October 3, 2026

At Buyreal, we want you to have a reliable and satisfactory shopping experience. This Refund & Exchange Policy explains when an order may be cancelled, returned, exchanged, replaced, or refunded and how you can request assistance.

This policy should be read together with our Terms & Conditions, Privacy Policy, Shipping & Delivery Policy, and any product-specific warranty or return conditions displayed on the relevant product page or at checkout.

1. Order Cancellation by Buyreal

In certain circumstances, Buyreal may need to cancel an order. This may happen, for example, if a product is unavailable, incorrectly listed, cannot pass our required quality checks, is affected by a pricing or technical error, or cannot reasonably be fulfilled.

If Buyreal cancels an order for which payment has already been received, the applicable refund will be initiated through the relevant payment method or payment service provider, subject to the provider's processing timelines.

2. Customer Order Cancellation

You may request cancellation of an order before it has been dispatched, subject to the status of the order and our ability to stop processing it.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the applicable return, exchange, replacement, or refund process will apply according to this policy and the product's eligibility.

3. Eligibility for Return, Exchange or Replacement

Unless a different period or condition is specifically stated on the product page, eligible requests for damaged, defective, incorrect, or incomplete products should generally be reported within 7 days from the date of delivery.

Depending on the circumstances, an eligible request may result in a replacement, exchange, refund, repair, or another appropriate resolution.

To help us verify the issue, you may be required to provide photographs, videos, packaging information, serial numbers, product details, delivery information, or other reasonable evidence.

4. Damaged Products on Delivery

If a product arrives visibly damaged, please contact Buyreal as soon as possible and preferably within 7 days of delivery.

Please retain the original product, packaging, labels, accessories, invoices, and other materials until your request has been reviewed.

We may request photographs or an unboxing video, where available, to help us investigate the condition of the product at the time of delivery.

After verification, Buyreal may arrange an appropriate replacement, exchange, refund, or other resolution depending on the circumstances and applicable policy.

5. Defective or Non-Functional Products

If a product is defective, does not function as described, or develops a covered issue shortly after delivery, please contact us within the applicable return or warranty period.

Some products may be subject to the manufacturer's warranty instead of a direct Buyreal replacement or refund. In such cases, we may assist you with the applicable warranty process.

Warranty coverage, exclusions, service procedures, and warranty periods may differ by manufacturer and product.

6. Wrong, Missing or Incomplete Products

If you receive a product that is different from what you ordered, or if an expected item, accessory, component, or quantity is missing, please contact Buyreal as soon as possible and preferably within 7 days of delivery.

After verification, we may arrange the missing item, correct product, replacement, exchange, or refund, as applicable.

7. Change-of-Mind Returns

Returns or exchanges solely because you changed your mind are not automatically available for every product.

Eligibility depends on the product category, condition, applicable law, manufacturer restrictions, hygiene or safety considerations, and the return conditions displayed on the product page or at checkout.

Where a change-of-mind return is offered, the product must normally be unused, undamaged, complete, and returned with its original packaging, accessories, manuals, labels, and other included materials.

8. Products That May Not Be Eligible

Certain products may be excluded from return or exchange because of their nature, hygiene requirements, consumable status, personalization, activation, software or digital characteristics, safety considerations, manufacturer restrictions, or applicable law.

Examples may include products that have been used, activated, installed, personalized, consumed, damaged after delivery, or altered by the customer.

The specific eligibility displayed on the product page or at checkout will apply where it provides additional product-specific conditions.

9. Condition of Returned Products

Where a return or exchange is approved, the product should be returned in the condition required by Buyreal for that particular request.

Unless otherwise approved, please include the original packaging, accessories, manuals, warranty documents, labels, and other items supplied with the product.

A return may be rejected or the resolution may be adjusted where inspection establishes that the product was damaged, misused, modified, incompletely returned, or otherwise does not meet the applicable eligibility requirements.

10. How to Request a Return, Exchange or Refund

To start a request, contact Buyreal through our customer support channels and provide your order number and a clear description of the issue.

Depending on the issue, we may ask for:

1. Order number or purchase information.

2. Photographs or videos showing the issue.

3. Photographs of the product packaging and shipping label.

4. Product serial number or other identifying information, where applicable.

5. Any additional information reasonably required to verify the claim.

Please do not send a product back before receiving return instructions where Buyreal requires prior approval.

11. Return Authorization

Where a return is approved, Buyreal may provide return instructions, a return authorization or another reference number.

Products should be packed securely so that they are protected during transportation.

Failure to follow the provided return instructions may delay the processing of the request or affect eligibility where the failure prevents proper verification of the returned product.

12. Return Shipping Costs

Where a return, replacement, or exchange is approved because the product was defective, damaged on delivery, incorrect, incomplete, or affected by an error attributable to Buyreal, Buyreal will generally arrange or bear the applicable return shipping cost, subject to verification and the circumstances of the case.

For other types of approved returns or exchanges, the applicable shipping cost may be the customer's responsibility where permitted by law and where communicated before the return is processed.

Do not send a return using an unnecessarily expensive shipping method without prior approval, as Buyreal may not reimburse costs that were not authorized or reasonably required.

13. Inspection and Verification

After receiving a returned product, Buyreal may inspect and verify the product and the reason for the return.

The inspection may include checking the product's physical condition, serial number, accessories, packaging, reported defect, usage condition, and other relevant information.

A refund, exchange, or replacement will be processed after the applicable request has been approved.

14. Refunds

When a refund is approved, Buyreal will generally initiate the refund through the original payment method or another appropriate method permitted by the payment provider and applicable law.

The time required for the refunded amount to appear in your account depends on the payment service provider, bank, card issuer, or other financial institution involved.

Buyreal does not control the processing time of a bank or external payment provider after a refund has been successfully initiated.

Where applicable, any amount that cannot legally or contractually be refunded may be excluded from the refund.

15. Refund Method — Original Payment Method or Buyreal Wallet

When a refund is approved, eligible customers may be offered a choice of receiving the refund through the original payment method or, where available, as credit to their Buyreal Wallet.

Original Payment Method: If you choose a refund to the original payment method, Buyreal will initiate the eligible refund through the applicable payment gateway or payment service provider. The time taken for the amount to appear in your bank account, card account, or other payment account depends on the relevant payment provider and financial institution.

Buyreal Wallet: If you choose Buyreal Wallet, the approved refund amount will be credited to your Buyreal Wallet after the refund has been approved and processed by Buyreal. Wallet credit may become available faster than a refund through certain external payment providers.

Buyreal Wallet credit may be used for eligible purchases on Buyreal, subject to the applicable wallet terms, order value, product eligibility, and other conditions displayed on the platform.

Once you voluntarily choose Buyreal Wallet as your refund method and the refund has been credited to your wallet, the refund will be treated as completed through the selected refund method, except where a different treatment is required by applicable law or specifically approved by Buyreal.

Where required by applicable law, or where Buyreal determines that a wallet refund is not appropriate for a particular transaction, the refund may instead be processed through the original payment method or another permitted method.

Refunds involving promotional credits, coupons, rewards, discounts, gift credits, or other non-cash benefits may be subject to separate conditions. Such benefits may not necessarily be refundable as cash or transferable to a bank account.

If you have a choice of refund method, Buyreal will communicate the available options when your refund is approved. You should select the refund method you prefer before the refund is processed.

16. Exchanges and Replacements

Where an exchange or replacement is approved, Buyreal will attempt to provide the same product or an appropriate replacement, subject to availability.

If the same product is unavailable, Buyreal may offer another appropriate resolution, which may include a refund or an alternative product where mutually agreed and legally permitted.

Replacement or exchange dispatch timelines may vary depending on product availability, inspection, warehouse processing, and delivery location.

17. Manufacturer Warranty

Some products are covered by a manufacturer's warranty. A warranty claim may need to be handled directly by the manufacturer or its authorized service centre.

Buyreal may provide reasonable assistance with the warranty process where applicable, but manufacturer warranty terms, exclusions, service locations, and repair timelines are determined by the relevant manufacturer or authorized service provider.

18. Products Purchased During Promotions

Products purchased using coupons, promotional discounts, rewards, offers, or other promotional benefits may be subject to additional conditions.

If an order containing a promotional benefit is cancelled, returned, exchanged, or refunded, the treatment of the promotional benefit will depend on the applicable promotion terms and the reason for the return or cancellation.

19. Fraudulent or Abusive Return Requests

Buyreal reserves the right to investigate unusual, repeated, fraudulent, misleading, or abusive return, exchange, replacement, or refund requests.

Where permitted by applicable law, Buyreal may restrict or suspend return privileges, cancel affected orders, or take other appropriate action where there is evidence of misuse or fraudulent activity.

20. Non-Delivery or Delivery Issues

If your order has not been delivered within the expected delivery period, please contact Buyreal so that we can investigate the shipment with the applicable logistics or delivery provider.

Where an order is confirmed as lost, incorrectly delivered, or otherwise undeliverable, Buyreal will determine the appropriate resolution based on the circumstances, shipment status, payment status, and applicable law.

21. Refunds for Cancelled or Unfulfilled Orders

If Buyreal cancels an order after receiving payment, the eligible amount will be refunded through the applicable payment method or payment service provider.

If only part of an order is cancelled or unavailable, Buyreal may refund the affected item or applicable amount while processing the remaining eligible items.

22. No Cash Refunds

Where payment was made online, refunds will normally be processed electronically through the applicable payment method or payment provider.

Buyreal does not ordinarily provide physical cash refunds unless specifically required or permitted under applicable law or agreed circumstances.

23. Customer Responsibility

Customers are responsible for providing accurate delivery information, inspecting products after delivery, reporting eligible issues within the applicable period, and following the return or exchange instructions provided by Buyreal.

Customers should also retain relevant invoices, order information, packaging, serial numbers, and other evidence until the applicable return or warranty matter has been resolved.

24. Consumer Rights

Nothing in this Refund & Exchange Policy is intended to exclude, restrict, or replace any mandatory consumer rights or remedies that cannot lawfully be excluded under applicable law.

Where applicable law provides a customer with rights that are more favorable than this policy, those legal rights will continue to apply.

25. Changes to This Refund & Exchange Policy

Buyreal may update, amend, or modify this Refund & Exchange Policy from time to time to reflect changes to our services, business practices, products, payment or logistics processes, or applicable legal requirements.

Any updated version will be published on this page with a revised effective or last-updated date. Your continued use of Buyreal after an updated policy is published will be subject to the updated policy, to the extent permitted by applicable law.

26. Contact Us

If you have a question about a refund, exchange, replacement, cancellation, damaged product, defective product, or any other order issue, please contact Buyreal.

Email: contact@buyreal.in

Support Email: help@buyreal.in

Contact Page: Buyreal Contact Page on our website

When contacting us about an order, please include your order number and the email address or phone number associated with the order so that we can locate your purchase and assist you efficiently.

27. Acknowledgement

By placing an order with Buyreal, you acknowledge that you have had an opportunity to review this Refund & Exchange Policy and understand the applicable procedures and conditions for cancellation, return, exchange, replacement, and refund requests.