Refund policy

Return & Refund Policy

Buy2Cart Trading F.Z.E.
Effective Date: 09 September 2026
Last Updated: 09 September 2026

Nothing in this Policy is intended to limit or exclude any rights or remedies available to consumers under applicable UAE consumer protection laws. Where applicable law provides greater rights than those stated in this Policy, the applicable law will prevail.

At Buy2Cart, customer satisfaction is important to us. This Return & Refund Policy (“Policy”) outlines the terms and conditions governing returns, refunds, cancellations, failed deliveries, and related matters for purchases made through Buy2Cart Trading F.Z.E. (“Buy2Cart”, “we”, “our”, or “us”).

By placing an order through our website, you (“customer”, “you”, or “your”) acknowledge and agree to this Policy.

1. Return Eligibility

1.1 Return Period

Eligible products may be returned within 7 calendar days from the date of delivery.

1.2 Conditions for Return

To qualify for a return, products must:

  • Be unused, unworn, unopened, and in the same condition received

  • Be returned in the original packaging, including tags, labels, manuals, accessories, and any complimentary items, where applicable

  • Show no signs of use, tampering, damage, or alteration

  • Be accompanied by a valid order number or other proof of purchase from Buy2Cart

1.3 Late Return Requests

Return requests submitted after the 7-calendar-day return period may not be accepted, except where the customer may be entitled to a remedy under applicable law.

2. Non-Returnable & Non-Refundable Items

For hygiene, safety, product integrity, and quality assurance reasons, the following items are generally not eligible for return or refund due to change of mind, unless defective, damaged, incorrect, expired, or otherwise eligible for a remedy under applicable law:

  • Opened, unsealed, or used food supplements, wellness products, food, beverages, and other consumable items

  • Opened or used beauty, cosmetic, skincare, personal care, and hygiene products

  • Customized, personalized, printed, engraved, made-to-order, or specially sourced products once production or procurement has started

  • Products marked as Final Sale, Clearance, or Non-Returnable at the time of purchase, where the return is due solely to change of mind

  • Products returned without their original packaging, components, accessories, tags, labels, or complimentary items, where applicable

  • Products showing signs of use, tampering, alteration, misuse, or damage caused after delivery

Products marked Final Sale, Clearance, or Non-Returnable remain eligible for any remedies required under applicable law where, for example, the product is defective, damaged, incorrect, expired, or otherwise does not comply with applicable requirements.

2.1 Customized & Personalized Products

Customized, personalized, printed, engraved, made-to-order, or specially sourced products cannot be returned or refunded due to change of mind once production or procurement has started.

This restriction does not apply where the item is defective, damaged, incorrect, or materially different from the specifications or design approved by the customer.

Minor variations in color, positioning, size, print appearance, or finish may occur between digital proofs or screen displays and the final product due to differences in screens, materials, printing methods, and production processes.

Such minor variations will not normally be considered defects provided that the final product substantially matches the approved design and specifications.

3. Return Shipping & Fees

3.1 Customer-Initiated Returns Within the UAE

For approved customer-initiated returns within the UAE, including returns due to change of mind, incorrect selection, or personal preference, a flat return shipping fee of AED 25.00 will apply and may be deducted from the refundable amount.

3.2 Returns From Outside the UAE

For orders delivered outside the UAE, return shipping charges may vary depending on the destination, courier, shipment weight, and applicable customs or logistics charges.

The applicable return shipping cost will be communicated to the customer before the return is arranged.

Shipping fees, customs duties, import taxes, clearance fees, and other charges imposed by local authorities, couriers, or third parties may be non-refundable, except where required by applicable law or where the return results from an error attributable to Buy2Cart.

Customers are responsible for complying with applicable import requirements in their destination country.

3.3 Incorrect, Damaged, or Defective Items

If an incorrect, damaged, or defective item is received, Buy2Cart will cover the reasonable return shipping costs at no additional charge to the customer, subject to verification.

3.4 Packaging Responsibility

Customers are responsible for ensuring that returned products are properly and securely packed to prevent damage during return transit.

Buy2Cart may not be responsible for damage caused by inadequate return packaging.

4. Refunds

4.1 Inspection & Approval

All returned items are subject to inspection upon receipt.

Refunds will be approved once the returned item has been inspected and its eligibility under this Policy has been verified.

4.2 Refund Processing

Once approved, Buy2Cart will initiate the refund as promptly as reasonably possible.

Refunds are typically processed within 7–10 business days, although the time required for the refunded amount to appear in the customer's account may vary depending on the bank, card issuer, original payment method, or payment provider.

4.3 Refund Method

Refunds will generally be processed using the original payment method used for the purchase.

For Cash on Delivery (COD) or Bank Transfer orders, approved refunds will generally be issued via bank transfer after the necessary account details have been verified.

Store credit may be offered as an alternative where agreed with the customer.

4.4 Original Shipping & Other Charges

Original shipping and delivery charges are generally non-refundable for customer-initiated returns, except where required by applicable law or where the return results from an incorrect, defective, or damaged item supplied by Buy2Cart.

Any third-party charges that are legally non-refundable will be handled in accordance with the applicable payment provider's terms.

Where an order originally qualified for free shipping, approved customer-initiated returns may still be subject to the applicable return shipping fee stated in this Policy.

4.5 Buy Now, Pay Later (BNPL) Refunds

For purchases made through Buy Now, Pay Later providers such as Tabby or Tamara, approved refunds will be submitted through the applicable payment provider.

Any adjustment to remaining instalments or refund of amounts already paid will be processed according to the applicable provider's procedures and processing timelines.

The time required for the refund or instalment adjustment to appear may therefore depend on the BNPL provider and is not entirely within Buy2Cart's control.

4.6 Right to Refuse a Return or Refund

Subject to applicable consumer protection laws, Buy2Cart reserves the right to decline a return or refund where the returned item:

  • Shows signs of use, tampering, misuse, alteration, or damage caused after delivery

  • Is incomplete or missing original packaging, accessories, components, tags, labels, or complimentary items

  • Does not match the item originally purchased

  • Is a non-returnable item under this Policy and is not defective, damaged, incorrect, expired, or otherwise eligible for a legal remedy

  • Otherwise fails to comply with the return requirements stated in this Policy

5. Exchanges

5.1 Product Exchanges

At this time, Buy2Cart does not process direct product exchanges.

5.2 Alternative Option

Customers may return an eligible item in accordance with this Policy and place a new order separately for the preferred product, size, color, variant, or other option.

6. Damaged, Defective, Incorrect, or Incomplete Items

6.1 Reporting Timeline

Customers are requested to report any visibly damaged, incorrect, or incomplete item within 48 hours of delivery to help Buy2Cart investigate and resolve the issue promptly.

For defects that are not reasonably discoverable upon delivery, please contact us as soon as reasonably possible after discovering the issue.

The 48-hour reporting request does not limit any rights or remedies available to the customer under applicable consumer protection laws.

6.2 Required Information

To help us assess and resolve the issue promptly, customers may be asked to provide:

  • Their Buy2Cart order number

  • Clear photos and/or videos of the item

  • Photos and/or videos of the original packaging and shipping packaging, where relevant

  • A brief explanation of the issue

Customers are encouraged to retain the product and its original packaging while the claim is being reviewed.

7. Failed or Refused Deliveries

If an order is returned to Buy2Cart because the customer:

  • Refused delivery without a valid product-related reason

  • Provided an incorrect or incomplete delivery address

  • Could not be contacted using the contact details provided with the order

  • Failed to receive or collect the shipment after reasonable delivery attempts

  • Otherwise caused the shipment to be returned through circumstances attributable to the customer

then applicable original delivery, return-to-sender, re-delivery, courier, or logistics charges may be charged to the customer or deducted from any refundable amount, where permitted by applicable law.

If the customer requests the order to be sent again, additional shipping or re-delivery charges may apply.

8. Order Cancellations

Cancellation requests may be accepted before an order enters processing, procurement, customization, packing, or dispatch.

Once processing has begun, cancellation may no longer be possible, particularly for customized, personalized, made-to-order, specially sourced, or purchase-to-order products.

If an order has already been dispatched, the customer may request a return after delivery if the product is eligible for return under this Policy.

9. Product Availability & Substitutions

Buy2Cart carries a combination of stocked, sourced, and purchase-to-order products. Product availability may occasionally change after an order has been placed due to supplier availability, inventory discrepancies, or other circumstances beyond our reasonable control.

If an ordered product becomes unavailable after the order has been placed, Buy2Cart may contact the customer and offer:

  • A suitable alternative or equivalent product

  • Removal of the unavailable item from the order

  • Cancellation of the affected item and a refund of the amount paid for that item

The customer is not required to accept a substitute product.

Where a substitute is offered, Buy2Cart will seek the customer's approval before supplying the replacement unless the customer has expressly agreed in advance to substitutions.

If no acceptable alternative is available, the affected item will be cancelled and any amount paid for that item will be refunded through the applicable payment method.

10. Contact Us

For return requests, refund inquiries, cancellations, or assistance regarding an order, please contact:

Buy2Cart Trading F.Z.E.

Email: support@buy2cart.com
Mobile: +971 54 500 CART (2278)
Address: Unit 502, Bldg 716, Hamdan Bin Mohammed Street, E10 Al Danah, Abu Dhabi, UAE

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

Our team will do its best to review and respond to your request as promptly as possible.