FAQs

Returns and Refunds

How does Drubotara’s return policy work?
Drubotara offers a flexible return policy for items ordered through our platform. Unopened and unused products can be returned within 7 days from the date of delivery. The return eligibility period for each item is visible in your order details once delivery is confirmed. However, certain conditions apply and not all items are returnable:

• Unopened & Unused Only: Items must be in their original condition. If a product has been opened, used, or altered (even partially), it will not be eligible for return. Please inspect items carefully upon delivery without breaking any seals or using the product.
• Intact Original Packaging: Products should be returned with the original packaging, box, and unbroken seals. If the packaging or seal has been tampered with or removed, we cannot accept the return.
• Non-Returnable Items: Some products are clearly marked as “Non-returnable” on their detail pages (for example, certain personal care or consumable items). These cannot be returned once purchased, so please review the product page before ordering.
• Return Window Expired: We cannot process returns once the 7-day return window has passed. If you encounter any issue, make sure to request a return within this timeframe.
• Complete Product & Accessories: All original accessories, freebies, warranty cards, manuals, and any components that came with the product must be returned. Missing items or missing serial/UPC/barcode stickers that were on the box at delivery will render the return ineligible.
• Damage & Misuse: Items that are damaged due to misuse, mishandling, or not following usage instructions are not eligible for return or refund. Similarly, any damage or defect that arises after use and is covered under a manufacturer’s warranty should be claimed through the warranty, not by returning the item.
• Sensitive Product Categories: For hygiene and safety reasons, certain categories of products are generally non-returnable after sale. This includes:
  • Temperature-sensitive items: e.g., refrigerated or heat-sensitive products (such as some medicines or perishable goods that require cold storage).
  • Personal use items: e.g., opened beauty or skincare products that come in direct contact with skin (cosmetics, creams, etc.). Once unsealed or used, these cannot be returned.
  • Intimate items: e.g., sexual wellness products (condoms, lubricants, intimate devices, etc.), which cannot be returned once delivered.
  • Consumables: e.g., baby care items like diapers, and food & nutrition products such as health drinks or supplements. Once these are delivered, we cannot take them back due to health and safety regulations, especially if opened.
  • Medical devices: e.g., healthcare gadgets like glucometers, test strips, or thermometers. If used or if their sterile seal is broken, they are not returnable.

If you are ever unsure about the return policy for a specific item, please check the product page details or contact our customer support for clarification.

How do I initiate a return or replacement for an order?
Initiating a return is simple. Here are the steps to follow:

• Log in to your Drubotara account and go to the “My Orders” section.
• Find the order containing the item you want to return, and click on the “Return” (or “Request Return”) option next to that item.
• Fill out the required details, such as the reason for return, and submit your return request. (If an item is not eligible for return, the website may not show a return option for it.)
• Alternatively, if you face any difficulty online, you can contact our customer support within the 7-day return period. Provide your order number and details of the issue, and our team will assist in processing the return or replacement.
• After you request a return, we will arrange for the pickup of the product (in most cases) or guide you on how to send it back. Make sure to keep the item in its original packaging and have all accessories and parts included for a smooth return process.
• Once we receive the returned product, our quality assurance team will inspect it to ensure it meets our return criteria (unused, intact, etc.). After verification, we will process your refund or replacement as per your request. Refunds are typically issued to the original payment method (or as store credit) within a few business days after approval.

I have broken the seal of the product. Can I return it?
Unfortunately, no. If the seal or packaging of a product has been broken or tampered with after delivery, the item is considered opened and is not eligible for return. For health, safety, and quality control reasons, we cannot accept returns of products once their protective seals are broken. We strongly advise customers to double-check that they received the correct item before breaking any seals or using the product.

Can I return a product that I have partially used or consumed?
No, you cannot return products that have been partially used or consumed. We only accept returns for products that are in brand-new, unused condition with all original packaging intact. If you use a portion of the item (for example, take some tablets out of a supplement bottle, use a bit of a lotion, or consume some of a food product), it cannot be returned. Partially used items pose safety and quality issues and cannot be resold, so we cannot process returns for them.

If I bought a set or combo of items, can I return just one part of it?
No — if an item was sold as part of a set, bundle, or multi-pack, it must be returned in full. We do not support partial returns for a portion of a bundled product. For instance, if you purchased a combo pack of 3 items, you would need to return all 3 items together to be eligible for a refund. Similarly, if you ordered multiple units of the same product in one order and want to return them, you should return the entire quantity you received. We cannot accept a return for only some items out of a pack or split an order for returns. Ensuring the complete product is returned helps us process your refund smoothly.

What if the product I received is damaged, defective, or not what I ordered?
If you received an incorrect item, a damaged product, or something that is not functioning as it should, we’re here to help. Please contact our customer support immediately (within 24–48 hours of delivery, if possible) and report the issue. Provide details and any relevant photos of the damage or wrong item for quicker assistance. We will arrange for the item to be picked up (or guide you on returning it) and will offer you a choice of a full refund or a replacement at no extra cost, as applicable. All such issues are treated with top priority. Please keep the product and its packaging – including the box and any labels – until the issue is resolved, as these might be needed for verification or return pickup. Our goal is to make sure you get exactly what you ordered in good condition, so we will work to fix any mix-up or damage as fast as possible.

Category-Specific Return Guidelines

Can I return beauty products (cosmetics, skincare, etc.)?
Beauty and personal care products can be returned only if they are unopened, unused, and within the 7-day return window. If the cosmetic or skincare item is still in its original packaging and seal, you may initiate a return as per our general policy. However, once a beauty product has been opened or tried, it becomes non-returnable. This is due to hygiene and safety considerations – opened makeup or skincare items cannot be resold or safely reused. Additionally, some beauty products may be labeled as non-returnable on the product page (for example, items like face masks, certain personal hygiene products, or makeup where product hygiene is a critical concern). Always check the product description for any return exceptions. We recommend that you carefully review product details like shade, ingredients, and suitability before breaking the seal. If you have any allergies or specific concerns, read the ingredient list or consult with our customer service before use, because once the product is opened, we won’t be able to accept it back.

Are sexual wellness products (condoms, intimate items, etc.) returnable?
Sexual wellness products are generally non-returnable due to their intimate nature and for hygiene reasons. This category includes items such as condoms, lubricants, adult toys/devices, pregnancy or fertility kits, and similar personal items. Once these products have been delivered to you, we cannot take them back. The only exception would be if you received a wrong item or a product that was damaged upon arrival – in such cases, do not use the item and contact us immediately so we can address the issue (typically by sending a replacement or arranging a return if appropriate). However, if you simply change your mind or are not satisfied with a sexual wellness product, we cannot process a return or exchange for it. We prioritize safety and discretion, so please choose these products carefully before purchase. If you need more information about a sexual wellness item (such as features, sizes, or ingredients), feel free to reach out to our support team before placing an order.

Can I return health supplements or nutrition products?
Health supplements, vitamins, and other nutrition or food products usually cannot be returned, especially once opened. Because these are consumable items, we have strict safety policies. If the seal is broken or the product has been opened/used, we will not accept a return. Even for unopened supplements or nutrition products, please check the product page – some may be marked non-returnable (for example, infant formula, nutritional drinks, or perishable health foods are often final sale). We also ensure that when we ship these products, they have a reasonable expiration date. In the unlikely event that you receive a supplement or nutrition product that is expired or close to expiry, or if the container is damaged/leaking on arrival, please notify us immediately. We will review such cases and provide a solution, which may include a replacement or refund for the affected item. However, if you simply decide you don't want the supplement or it doesn’t suit your needs, we cannot take it back once delivered (especially if opened). Always check the expiration date and product condition when your order arrives and before use. For any consumable product, proper storage after delivery is your responsibility; we cannot accept returns if a product deteriorated due to improper storage on the customer’s end.

What is the return policy for gadgets and electronic devices?
For gadgets, electronics, or healthcare devices, our return policy allows returns or exchanges if you find a defect or issue with the product out of the box, or if you decide not to keep the product, provided that you: (a) submit the return request within 7 days of delivery, and (b) return the item in new condition with all original packaging and components. It’s important that you do not damage or misuse the device if you intend to return it. All accessories (chargers, cables, manuals, etc.) and the box should be returned along with the main gadget. If the device works correctly and shows no defects, and you have used it beyond initial testing, we may not be able to accept it back simply for a change of mind after the return window. Also note that most electronics come with a manufacturer’s warranty. This means if an issue arises after the initial 7-day return period, you can get support or repairs under the warranty by contacting the manufacturer or an authorized service center. We advise customers to test their electronic items as soon as they receive them – if you notice any problem, inform us right away so we can assist you promptly (either through a return/replacement or by guiding you on how to utilize the warranty service).

Privacy & Product Authenticity

Will my order be delivered in discreet packaging?
Yes, absolutely. We understand that privacy is very important to our customers. All orders – especially those containing sensitive or personal items (for example, products from the sexual wellness category or any intimate/health-related products) – are shipped in plain, discreet packaging. There will be no indication of the contents on the outside of the parcel (no product names or categories are printed on the package). Only the necessary shipping label with your address is attached. This way, you can be confident that your privacy is protected and no one except you will know what’s inside the package. We take care to ensure a confidential and comfortable shopping experience for you.

Are all products sold on Drubotara genuine and authentic?
Yes – we guarantee that all products on Drubotara are 100% genuine and sourced from trusted, authorized suppliers. We only procure stock from official brand distributors or directly from the manufacturers. This means whether you’re buying an international beauty cream, a health supplement, or an electronic gadget, the item is original and authentic. We do not deal in counterfeit or fake products. Additionally, we take quality assurance seriously: we check expiration dates on perishable goods, ensure proper storage for sensitive items, and maintain lot traceability for products like supplements or cosmetics. When you shop with Drubotara, you can have peace of mind about the authenticity and quality of the products. If you ever have any concerns or questions about a product you received – for example, its packaging, labeling, or efficacy – you can contact our customer service, and we will assist you and provide any needed verification.