Replacement & Refund

We strive to delight each one of our valued customers with exceptional service. We have a fair return, replacement and refund policy that protects the bona fide interests of both the Clients as well as all the goods and service providers down the supply-chain.

Please read the below terms and conditions carefully since we have a well-balanced and documented policy that protects your purchase and also protects us from customers who intend to abuse returns policy. Our Business users are not eligible to claim refunds or replacements of delivered shipments under any other circumstances. Returning or exchanging for reasons other than manufacturing defects is a privilege offered to the Individual customers only. BUWCH Lifestyles and Management Pvt Ltd reserves the right to blacklist any customers that are found to abuse returns policy.

Generate Return Request: click here

Loyalty Points Balance: click here

Period of Return Initiation: 15 days without exception

Absolutely no refunds or replacements on customized, made-to-order or personalized items.

1. Only items in perfect & sellable condition that show no signs of wear and tear, with original packaging, tags and accessories can be returned.
2. In the event of Loyalty Points in the User’s Wallet being used to pay the whole or a part of the Invoice amount, the same will NOT be credited back to the Wallet post the return of the product. Only the cash amount paid by the User from their Bank accounts/credit card will be refunded.
3. For shoes, please ensure that you try on products on carpeted surfaces to avoid scratching the soles. Scratched soles are non-returnable.
4. Please test the fitting of shoes without wrinkling the leather; especially the toe-line. Wrinkled products are non-returnable.
5. Used and worn products cannot be returned under any circumstances.
6. Items can also be returned at our experience centre in Greater Noida, U.P. (India), in which case no charges will be liable on the transportation from the User’s address to the Factory.
7. No returns and refunds are applicable on promotional or fire-sale items.
8. The natural beauty of leather means that no two pieces of leather are exactly alike. As such, natural markings, wrinkles and grain variations are not considered defects; and will not be considered as a valid reason for return/replacement.
9. Products bought online can have a subtle hue, shine and colour difference between the website photographs/videos (or 3D renders) and the actual physical product. This is also due to varied screen settings like brightness, saturation, inherent colour rendering and light/shadow settings on our virtual reality engine. This cannot be considered as a manufacturing defect and a valid reason for return/replacement.
10. Since some of our most premium products are handmade and handcrafted, each piece is slightly different from the other. This is the natural characteristic of the artisanal properties of shoes and cannot be considered a defect. Please understand that artisanal products cannot be “exact” each time - since these are not end-to-end mass produced with machines. Although some hardware is used for the lasting and pattern process, each shoe is primarily handmade by an artisan - and this uniqueness is what gives each product the soul it deserves.
11. If the product is not received in good condition for reasons attributable to the logistics providers, Users are entitled to request return of the product, at no cost to customers. Returns of items that are faulty or in poor condition shall not be considered a right of withdrawal.
12. Products that are customized, made-to-order, or personalized are not eligible for return, replacement, or refund under any circumstances Except for Manufacturing defects.
13. Business Users may initiate returns strictly in cases where manufacturing defects or raw material quality issues are substantiated. Upon approval, a Credit Note equivalent to the refund amount shall be issued via the GST portal, in compliance with applicable tax regulations.
14. Business Users may opt for third-party quality inspections at their own expense. Physical inspections of products prior to dispatch shall be conducted exclusively at the factory premises of BUWCH Lifestyles and Management Pvt Ltd.
15. In cases where the Customer or their authorized representative opts out of a physical quality inspection, they must formally notify BUWCH Lifestyles and Management Pvt Ltd. via email at support@buwch.com after receiving an update on their order status through the PRODUCTION STAGES portal.
16. The company issues to the Customer with high-resolution images and video footage of the selected products, chosen through a randomized quality verification process. Any approval provided by the Customer based on these materials shall be deemed final and binding, thereby waiving any subsequent claims for return, replacement, or refund.
17. Customers are entitled to a one-time complimentary size exchange per pair of shoes. To minimize sizing discrepancies, Customers are required to utilize the size-conversion tools available on the Company’s website before confirming their order.

Any returned item received by us that does not meet the above-mentioned conditions will not be accepted and will be returned to the customer at their expense. No amount will be reimbursed in that case.

Anti Money-Laundering Policy

1. Purchases made with Cash-on-delivery facility can only be refunded in a bank account where the name of the customer on the invoice and the name on the bank account matches. This is to comply with anti-money-laundering regulations.
2. Under no circumstances can the refund be processed in a different name, to a different person or to another person’s bank account or credit card.
3. A refund may only be made in the same currency and country/region as the original purchase.
4. Where possible, and at the discretion of BUWCH Lifestyles and Management Pvt Ltd, we will try to reverse any refunds to the same Bank account/credit card using which the original purchase was made.
5. Refund will be initiated in 1 business day and will be credited in the original mode-of-payment of the User subject to settlement timelines of the payment provider/gateway.

Q. What is the process of initiating returns/replacement?

1. If you happen to receive defective or damaged product(s), notify us on support@buwch.com or WhatsApp at +919289993350 , within 24 hours of receiving the goods along with the pictures/videos. If no pictures of damage are shared with us, we will not be able to initiate an investigation into defective delivery.
2. Customers must visit the DISPATCHED SHIPMENTS page and follow the instructions provided on the portal to initiate a return request
3. Once you have initiated a return request, please email us photographs of your product at support@buwch.com for us to ascertain the condition of the product(s) and packaging. Please include your Order_id and Username. Please note that if the photographs show signs of wear and the products look in unsellable condition, we will be unable to process your refund/replacement, and refund shall be withheld.
4. BUWCH Lifestyles and Management Pvt Ltd will intimate the User by registered Email and WhatsApp if the return/replacement of a product is not allowable due to damage or usage on the side of the customer. The User is requested to dispatch the product only after receiving confirmation message from our side regarding its returnability.
5. Please ensure that there is someone home to handover the return. Three (3) attempts are generally made to pick up a return. If the return is not handed over after 3 attempts, no more returns will be made and the return request will be rejected.
6. Once we receive the product at our Factory premises, we will inspect it to ensure that there is no damage to the product or packaging, and that the product has been returned in absolutely unused condition. The pictures/videos of the same will be sent by Email and WhatsApp to the User immediately upon receipt by us.

Q. How long will it take to process my refund or replacement?

1. Response to a return request: 24 hours
2. Return pickup: 3-5 days
3. Reverse shipping time to our Factory premises: 15-20 days
4. Quality check: 24 hours
5. Refund amount debited from our end: 1 day
6. Credit to customers original mode-of-payment: 3 days
7. Total returns timeline: 10-15 days depending on the shipping/reverse pickup address.

Q. Who pays for the return & replacement shipping?

1. Any VAT, import duties, tariffs, or taxes at the destination must be borne by the customer upon receipt of the fresh product, and any reversed duty drawbacks resulting from the return of the original product shall also be the responsibility of the customer.
2. Any claims regarding manufacturing defects or substandard quality of the shoes must be substantiated by the Business User. BUWCH Lifestyles and Management Pvt Ltd reserves the right to deny a full refund if the products are damaged during the Business User's testing process, or due to improper handling or storage. In cases where the photographic or video evidence provided is disputed, BUWCH Lifestyles and Management Pvt Ltd may request a physical inspection of the shipment at the Client's premises by our representatives for verification of the extent of damage and to determine the cause.
3. For replacements necessitated by reasons other than manufacturing defects or substandard raw materials, any associated logistics or transportation costs will be the responsibility of the Business User.
4. For individual user replacement requests, BUWCH Lifestyles and Management Pvt Ltd will provide one free replacement shipment to the user's address. Subsequent returns or replacements, beyond the initial free replacement for reasons other than manufacturing defects or quality issues attributable to BUWCH Lifestyles and Management, will be the responsibility of the customer, including any associated shipping costs.
5. Made-to-order or customized products are not eligible for replacement or refund under any circumstances. These products will not be shipped until the customer provides explicit approval following a quality check.
6. Individual users are entitled to a free replacement or a full refund for shoes/accessories if submitted images or videos clearly demonstrate a manufacturing defect or the use of inferior raw materials that deviate from the agreed-upon Job Sheet.
7. Individual users may request a refund, less the cost of return shipping to BUWCH Lifestyles and Management Pvt Ltd's factory or experience center if they are dissatisfied with their purchase for any reason. Standard refund policies, as outlined in this document, will apply.
8. For all refund requests, pickup from the doorstep of the User may be arranged BUWCH Lifestyles and Management Pvt Ltd through our logistics partners. the associated shipping charges will be deducted from the refund amount. Alternatively, users may ship the products back to the factory at their own expense.
9. The Company is not liable for refunds to business users after quality checks have been approved by third-party agencies, the customer's authorized representatives upon physical inspection, or following email/WhatsApp approval of randomized shipment photographs/videos.

PRECAUTIONARY GUIDELINES AND BEST PRACTICES FOR WAREHOUSING

Fungus, particularly mould and mildew, can wreak havoc on leather shoes stored in a warehouse. BUWCH Lifestyles and Management Pvt Ltd requests and advises all customers to follow the principles underlined below to prevent damage to their shoes. Any damage through fungus growth, mildew or discolouration arising from improper storage of the shipment post-delivery, will not be considered our liability.

1. Control Humidity:
   Maintain low humidity: The most crucial factor is keeping relative humidity below 60%. Mold cannot thrive in dry environments.
   Dehumidifiers: Use industrial-grade dehumidifiers to extract excess moisture from the air.
   Hygrometers: Monitor humidity levels with hygrometers placed strategically throughout the warehouse.
   Ventilation: Ensure proper airflow to prevent stagnant, moisture-laden air. Fans, ventilation systems, and even opening windows when weather permits can help.
   Address leaks: Immediately repair any leaks in the roof, pipes, or walls to prevent water damage and subsequent mould growth.
2. Maintain Cleanliness:
   Regular cleaning: Implement a routine cleaning schedule to remove dust, dirt, and potential mould spores.
   Spill cleanup: Clean up spills immediately to prevent moisture buildup.
   Dry storage: Ensure goods are dry before storing them. Wet items can introduce moisture into the warehouse environment.
3. Organize Efficiently:
   Avoid clutter: Cluttered storage blocks airflow, creating pockets of moisture. Maintain organized aisles and storage areas.
   Spacing: Don't stack items too closely or against walls. Allow for air circulation around all stored goods.
   Pallets: Use pallets to raise goods off the floor, preventing them from absorbing moisture.
4. Packaging Strategies:
   Desiccants: Include desiccant packets (silica gel, bentonite clay) in packaging to absorb excess moisture.
   Plastic wrap: Wrap cloth goods and other vulnerable items in plastic or shrink wrap for added protection.
   Dry packaging: Ensure packaging is dry before use to avoid introducing moisture.
5. Temperature Control:
   Avoid extreme temperatures: Extreme temperature fluctuations can cause condensation, leading to mould growth. Maintain a stable temperature within the warehouse.
   
6. Regular Inspections:
   Routine checks: Regularly inspect stored goods for signs of mould or mildew. Early detection is key to preventing widespread fungus contamination.
   Address issues promptly: If you find mould or fungus growth in any pair, clean it immediately and address the source of the moisture.

1. Additional Tips:
   Ensure proper drainage around the warehouse to prevent water from pooling, which can lead to growth of pests and harmful fungi.
   Pest control: Insects can introduce moisture and mould spores. Implement pest control measures to keep them away.