Refunds, cancellations and damage protection

Last updated 7 September 2026. This page states plainly what happens if you change your mind, if something is unavailable, or if a parcel arrives damaged or does not arrive at all.

Before you accept a quote

You can cancel at any time, at no charge. Nothing is bought until you have seen a quote and accepted it. There is no fee for changing your mind at this stage, and no obligation created by sending us a list.

After you accept and pay, but before we buy

If an item turns out to be unavailable, or is not what you expected when your shopper photographs it, your shopper will tell you and suggest a substitute for your approval. If the price changes, we adjust the quote and the payment before anything is purchased.

Once an item has been purchased

All sales are final. Due to the high cost and delivery time involved in shipping goods internationally and clearing them through customs, an item cannot be changed, returned or cancelled once it has actually been bought on your behalf.

We are a personal shopping service, not a retailer holding stock. When we buy something for you we are buying it from a shop that will not take it back — which is why the approval step above exists, and why we photograph the actual item rather than showing you a stock picture.

Damage protection

Damage protection is included in every quotation. You do not buy it separately and there is nothing to opt into.

What it covers, precisely:

Total loss only. It does not cover delay, partial loss, or damage to fragile or delicate items.
Our liability is capped at the declared value of the goods and the shipping. It does not extend beyond that.
Claims must be submitted in writing within 2 days of delivery, or within 2 days of us confirming that a parcel is lost.

Please film yourself opening the parcel. We also recommend photographing the parcel before you open it, and its contents once opened. We pack to international standards, but customs and couriers may open parcels for inspection along the way, and that footage is the difference between a claim we can support and one we cannot.

Customs duty is not refundable by us

Customs duty and clearance charges are levied by your country, billed to you directly by the courier, and never held by BazaarBuddy. We cannot waive, refund or absorb them. How duty is calculated →

Making a claim

Message us on WhatsApp or reply in your order thread within the 2-day window, with your order number, photographs, and the unboxing video if you have one. We will tell you what happens next.