Returns, Refunds and Cancellation Policy

This policy applies to purchases from the seller shown in your order through Bouteek's domains (bouteek.ae, store.bouteek.ae and seller.bouteek.ae). The party responsible for approving and issuing refunds is (to be confirmed), and Bouteek coordinates requests according to the process. This text does not limit the mandatory rights or remedies under the Consumer Protection Law or other laws of the United Arab Emirates, and product returns remain separate from subscriptions or AI credits.

The seller identified in the order is responsible for the obligations relating to the products it supplies, including their conformity with the specifications, returns, replacements, refunds and compliance with consumer protection requirements, in accordance with the Seller Agreement and the legislation in force.

Bouteek coordinates cancellation, return and refund requests through the approved procedures and channels, and responsibility for approving and carrying out refunds is determined according to the applicable payment and settlement arrangements.

Allocating responsibilities between Bouteek and the seller does not exclude any obligation imposed on either of them by law, and the buyer's mandatory legal rights may not be made conditional on the seller's discretionary approval.

Request a cancellation through the cancellation request button on the order page in your account or through the Contact us page or support@bouteek.ae, with the order reference. The usual cancellation deadline is (to be confirmed). We check whether the order or sub-order can be stopped and confirm the result. If it has already been dispatched, we explain how to refuse it or return it and the disclosed and lawful costs. A cancellation request alone does not confirm that dispatch has been stopped.

Before the order is contractually accepted, Bouteek may delay processing it, refuse it or cancel it where there are reasonable grounds relating to failed or unauthorised payment, suspected fraud, material errors in prices or product details, the product being unavailable or non-compliant with regulations, security risks or legal restrictions.

Contractually accepted orders may be cancelled by Bouteek or the seller only in accordance with the applicable purchase terms and the legislation in force. Processing of the order may be suspended temporarily to check legitimate risks relating to payment, security or compliance, provided that the measure is proportionate to the circumstances.

The buyer is informed of the outcome of the review and of any refund steps due where applicable, without this clause giving Bouteek an absolute right to cancel accepted orders or reducing mandatory consumer rights.

Contact the support team through the Contact us page or support@bouteek.ae as soon as you discover the problem and give a reasonable description and the order reference. Photos or proportionate evidence may help, but they may not defeat a statutory right or require an unsafe action. We assess the facts with the seller and explain the available remedies, such as repair, replacement or refund, according to the law and the circumstances. Do not return an unsafe or dangerous product without instructions.

If the product is defective or was damaged before delivery, or is wrong, incomplete or materially different from its description, the buyer does not bear the necessary costs of return, collection, repair or replacement, to the extent provided by the legislation in force.

In the contractual relationship between Bouteek and the seller, the seller bears the reasonable and proven costs arising from defects, inaccurate descriptions, order preparation errors or other failures attributable to it, in accordance with the Seller Agreement.

Bouteek may review the order, packing and delivery records and the relevant evidence to determine contractual responsibility for costs, including cases in which the delivery provider may be responsible. Any later financial settlement between the parties concerned takes place separately and without undue delay to the legal rights due to the buyer.

For eligible non-defective products, the optional change-of-mind return period is (to be confirmed) from (to be confirmed). The conditions on the product's state, use, packaging and shipping and any permitted deductions are stated clearly before purchase. This draft does not create a restocking fee. Exceptions, such as personalised, perishable, hygiene-sensitive or digital products, apply only where they are lawful and clearly disclosed, and they do not take away the remedy for a defective or not-as-described product.

Use the return request form on the order page in your account or the Contact us page or support@bouteek.ae. We acknowledge the request within (to be confirmed), explain the next step once it is approved, and provide the reference, collection or address and instructions. Do not send the product to Bouteek's registered address unless asked to; the planned V1 model does not operate a warehouse. Pack the product reasonably and keep proof of delivery or dispatch.

When a returned product is collected by a delivery provider approved by Bouteek or the seller, responsibility for its loss or damage in transit is determined according to the logistics arrangements, the contractual obligations and the legislation in force.

If the buyer has followed the approved return instructions and provided reasonable proof of handing the product to the designated delivery provider, they are not held responsible merely because the provider later fails to deliver the returned product, subject to the law.

For an optional change-of-mind return that the buyer arranges to ship independently, the costs and transport risks are subject to the terms disclosed before purchase and the approved arrangements, to the extent permitted by law. Collection, tracking and delivery records may be reviewed when investigating loss or damage.

Inspection is completed within (to be confirmed) from (to be confirmed), and the decision, its reasons and the next step are communicated. Refused requests are reviewed through (to be confirmed). The remedy is not delayed because of a settlement dispute with the seller, and in multi-seller orders we identify the affected items and handle discounts, delivery and tax in a fair and disclosed way.

Bouteek may verify return requests using the reasonably available evidence, including order data, photos, packing and delivery records and inspection results, and the seller must cooperate and provide the relevant information in accordance with the approved service levels.

Where there are serious indications of a fraudulent or misleading claim or repeated misuse of the returns procedures, Bouteek may carry out additional checks, postpone approval of an optional return during a reasonable investigation period, and take proportionate measures permitted by the platform terms and the law.

Verification or investigation procedures may not be used to delay or refuse the buyer's mandatory legal rights without a lawful basis, and decisions remain subject to the means of objection and the competent authorities.

Approved cash refunds are issued according to (to be confirmed). The rules for handling delivery and return charges, discounts and partial refunds are stated. The refund starts within (to be confirmed), subject to the mandatory deadlines, and the time it takes for the credit to appear with the bank or provider varies. Vouchers or store credit are used only where the law permits and the customer agrees.

Before carrying out a refund, Bouteek or the party responsible for processing the refund may check the original transaction, the approved amount and any earlier partial refunds, and make sure that no refund, payment reversal or payment dispute has been carried out or started that would result in the amounts being paid twice.

Reasonable checks may be made to prevent duplicate refunds, mistaken payments or fraudulent claims, provided that they do not cause undue delay to or restrict refunds that are legally due.

Approved refunds are made through the designated payment service provider according to the applicable payment arrangements. Bouteek may keep appropriate records of the amounts, references, processing status and related settlements for financial reconciliation, fraud prevention and dispute resolution, in accordance with the Privacy Notice.

Settlement of refund amounts, payment processing fees and responsibilities for payment disputes between Bouteek and the seller is subject to the Seller Agreement and the approved commercial schedule, without prejudice to the buyer's legal rights.

Unresolved matters are escalated to (to be confirmed). We explain the review and the regulator or mandatory dispute route without restricting access to it. Existing orders remain subject to what applied at the time of purchase and to mandatory rights.