Returns & Refunds

At Hubber, we want resellers to feel confident when placing orders from suppliers on our platform. If an order arrives with an issue, you may be eligible for a return, replacement, or refund depending on the circumstances.

A reseller may request a return or refund if the order received:

• Is materially different from what was ordered.
• Contains the wrong product, size, colour, or quantity.
• Arrives damaged or defective.
• Arrives in a condition that makes the product unsellable.
• Has another significant issue that was not disclosed before the order was placed.

Return or refund requests are reviewed by Hubber before a resolution is approved.

You should report an issue as soon as possible after receiving your order. We recommend submitting your request within 48 hours of delivery so that Hubber and the supplier can properly investigate the issue.

When submitting a return or refund request, you may be asked to provide:

• Your Hubber order number.
• A description of the problem.
• Photos or videos showing the issue.
• Photos of the packaging where relevant.
• Any other information needed to investigate the claim.

Providing clear evidence helps us resolve issues faster.

A return or refund may not be approved where:

• The product matches the order and is simply no longer wanted.
• The product has been used, altered, damaged, or modified.
• The issue was caused after delivery by the reseller or customer.
• The reseller failed to report an eligible issue within the applicable reporting period.
• The product was clearly marked as non-returnable before purchase.

Certain product categories may have additional return restrictions.

If your return request is approved, Hubber will provide instructions for returning the product to the supplier.

Please do not send an item back to a supplier without following the return instructions provided by Hubber.

Depending on the circumstances, the return may be arranged through Hubber's logistics partners or another method communicated to you.

Where the supplier is responsible for an incorrect, defective, damaged, or materially different product, Hubber may arrange or approve return delivery at the supplier's expense.

Where the reseller is responsible for the return, return delivery costs may be deducted from any applicable refund.

If a refund is approved, the refund amount will depend on the circumstances of the order and the resolution agreed by Hubber.

Refunds may be issued to the reseller's Hubber wallet or through another payment method supported by Hubber.

Where a payment provider or financial institution is involved, the time it takes for funds to become available may vary.

Where appropriate, Hubber may offer a replacement instead of a refund. A replacement is subject to product availability and supplier confirmation.

Suppliers on Hubber are expected to provide products that match their listings and fulfil orders accurately. Where a supplier fails to meet these requirements, Hubber may take appropriate action, including withholding or reversing payment, requiring a replacement or refund, or restricting the supplier's access to the platform.

Hubber may investigate suspicious, fraudulent, or repeated return and refund claims. We reserve the right to reject claims or restrict accounts where there is evidence of abuse of the return and refund process.

If you believe your return or refund request has not been handled correctly, you can contact Hubber support through the support channels available in the app. Please include your order number and relevant evidence so that we can review the matter.