Refund policy

Refund policy

Return & Exchange Policy

We want you to be fully satisfied with your purchase. If you are not completely happy with your order, please review our Return & Exchange Policy below.

1. Return & Exchange Period

Customers may request a return or exchange within 7 days from the delivery date.

Requests made after the 7-day period may not be accepted.

2. Eligibility Conditions

To be eligible for a return or exchange, all items must meet the following conditions:

General Conditions

  • Items must be unused, unworn, unwashed, and in original condition.
  • Items must be free from stains, odors, scratches, marks, makeup, perfume, damage, or alterations.
  • All original tags, labels, authenticity cards, protective films, dust bags, and packaging must remain attached and intact.
  • Products must be returned in their original brand packaging, including shoe boxes, wrapping materials, inserts, and accessories.

Shoes

  • Shoes must be tried on indoors only.
  • Soles must remain clean and undamaged.
  • Shoe boxes are considered part of the product and must not be damaged, taped, or used as external shipping packaging.

Bags & Handbags

  • Bags and handbags must retain their original shape and structure.
  • Protective stuffing, straps, chains, covers, and dust bags must be included.
  • Hardware, clasps, zippers, and embellishments must be free from scratches or damage.

Accessories

  • Accessories must be returned unopened and in original condition where applicable.
  • Items showing signs of use, wear, or tampering will not qualify for return or exchange.

3. Non-Returnable & Non-Exchangeable Items

The following items may not be eligible for return or exchange:

  • Products damaged after delivery
  • Used or worn items
  • Items without original packaging or tags
  • Personalized or customized products
  • Gift cards and vouchers

4. Quality Inspection

All returned items are subject to inspection by our quality control team upon receipt.

If the returned item does not meet our return conditions, we reserve the right to:

  • Reject the return or exchange request
  • Return the item back to the customer
  • Apply partial deductions where applicable for damaged packaging or missing components

5. Refund Process

Once the returned item passes inspection:

Refunds will be processed through the original payment method where applicable.

Shipping fees, customs duties, taxes, or handling charges are non-refundable unless the item is defective or incorrect.

Refund processing times may vary depending on the payment provider or bank.

6. Exchanges

Customers may request an exchange for:

  • Different size
  • Different color
  • Alternative product of equal value (subject to stock availability)

If the requested replacement item is unavailable, store credit or a refund may be offered at our discretion.

7. Damaged, Incorrect, or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

  • Order number
  • Photos of the item and packaging
  • Description of the issue

We will review the case and arrange an appropriate resolution.

8. Right to Refuse Returns

We reserve the right to refuse any return or exchange request if:

  • The return conditions are not met
  • The item shows signs of use, wear, damage, or alteration
  • Original packaging, tags, or accessories are missing
  • The return request is submitted outside the allowed return period
  • The returned item does not comply with our quality control standards

Our decision regarding product condition and return eligibility shall be final.

For return or exchange requests, please contact us:

Company Name: Bluroxy Fashion Trading FZCO
Location: Jebel Ali Free Zone, Dubai, United Arab Emirates
Email: support@bluroxy.com