Refund policy
At BuaTerrace, we want you to shop with complete confidence. If for any reason you are not fully satisfied with your purchase, our straightforward refund policy is designed to make returns simple and fair. Please read the details below carefully before initiating a return.
Eligibility for Refunds
To qualify for a refund, the following conditions must be met:
- Items must be returned within 30 days of the delivery date.
- All products must be unworn, unwashed, and unaltered with all original tags attached.
- Footwear, accessories, or any items marked as "Final Sale" are not eligible for refunds unless they arrive damaged or defective.
- Returned items must be in their original packaging, including any dust bags, hangers, or inserts.
Non-Refundable Items
The following categories are excluded from our standard refund policy:
- Gift cards or store credit vouchers.
- Items purchased during promotional clearance events (unless stated otherwise at checkout).
- Underwear, swimwear, or any intimate apparel for hygiene reasons.
- Customized or personalized products.
How to Initiate a Return
To start a return, please email our support team at [email protected] with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Please note that returns without an RMA number may be rejected.
Refund Process & Timeline
Once your return is received and inspected (typically within 5–7 business days), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 7–10 business days. Please allow additional time for your bank or credit card issuer to post the transaction.
Shipping Costs for Returns
Return shipping costs are the responsibility of the customer, unless the item received was incorrect, damaged, or defective. In such cases, we will provide a prepaid return label or reimburse reasonable shipping fees upon request. We recommend using a trackable shipping method, as BuaTerrace is not liable for lost or damaged return packages.
Exchanges
If you prefer to exchange an item for a different size or color, please follow the return process above and place a new order once your refund is issued. This ensures the fastest possible processing and avoids any stock availability issues.
Late or Missing Refunds
If you have not received your refund after the stated timeline, please first check your bank account again. Then contact your credit card company or payment provider, as posting times may vary. If the issue persists, reach out to us at [email protected] and we will investigate promptly.
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos and your order number. We will arrange a full refund or replacement at no additional cost, including return shipping.
Contact Us
For any questions regarding this refund policy or to check the status of a return, please email [email protected]. Our customer care team is available Monday through Friday, 9:00 AM – 6:00 PM (GMT+7), and will respond to all inquiries within 24 hours.