Refund policy

Refund and Exchange Policy

 

30-Day Return & Exchange Policy

We operate a 30-day return and exchange policy, which means you have 30 days after receiving your item to request a return or exchange.

To be eligible, your item must be in the same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging. You must also provide the original receipt or proof of purchase.

 

How to Request a Return or Exchange

As a service to our customers in the UAE, we offer a complimentary pickup service for returns and exchanges.

1. Contact Us: To start a return or exchange, you must contact our Customer Service team by email at Ads@bueno.ae.

2. Provide Details: Please provide your order number, the reason for the return/exchange, and specify whether you require a refund or an exchange.

3. Pickup Scheduling: Once your request is accepted and approved, we will send a driver to your location in the UAE to pick up the item. We will confirm the pickup time and date with you.

Items sent back to us without first requesting the service via Ads@bueno.ae will not be accepted.

 

Exchanges (Fast Track Service)

For exchanges, once the driver has picked up your original item and it has passed a quick inspection for condition:

• Same Item Exchange: We will dispatch the required replacement size/color immediately, subject to availability.

• Different Item Exchange: The fastest way to ensure you get what you want is to request a refund for the item you have and then place a new, separate order for the desired item.

 

Damages and Issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at Ads@bueno.ae. We will promptly evaluate the issue and arrange for a priority pickup and replacement/refund at no cost to you.

 

Exceptions / Non-Returnable Items

Due to hygiene and safety regulations, certain types of items cannot be returned or exchanged:

• Personal Care & Beauty Goods (e.g., cosmetics, perfumes, underwear, swimwear).

• Perishable Goods (such as food or flowers).

• Custom Products (such as special orders or personalized items).

• Hazardous Materials (flammable liquids, or gases).

Please contact us if you have questions or concerns about your specific item.

 

Refunds

Processing the Refund

We will notify you via email once your returned item is received at our facility and has been inspected.

• If the refund is approved, you will be automatically refunded on your original payment method within 10 business days.

• We will only process refunds to the original method of payment (e.g., credit card, debit card, or bank account used for the purchase).

Delayed or Missing Refunds

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please first contact your bank or credit card company. If you still require assistance, please contact us at Ads@bueno.ae.