Return & Refund Policy
Return & Refund Policy
Last Updated: August 24, 2026
At Buvilo, we want customers to have clear information about returns, refunds, replacements, exchanges, and order cancellations.
Please read this policy before submitting a return or refund request.
1. Return Period
You may request a return within 30 days following the confirmed delivery date.
To qualify for a standard return, the product must generally be:
- Unused
- Undamaged
- In its original condition
- Returned with its original packaging, accessories, and labels, where applicable
- Accompanied by proof of purchase or a valid Buvilo order number
A product may not qualify for a refund if it has been used, altered, damaged after delivery, or returned without following the applicable instructions, except where applicable law requires otherwise.
Your return request must be submitted within the 30-day return period.
2. How to Request a Return
Before returning a product, contact us at:
Please provide:
- Your full name
- Your order number
- The product you wish to return
- The reason for requesting the return
- Photographs or videos if the product is damaged, defective, incorrect, or affected by another order-related issue
Our customer service team will review your request and send you the applicable return instructions.
Do not return a product before receiving instructions from us.
Receiving return authorization does not automatically guarantee a refund. The returned product may need to be received and inspected before its final refund eligibility can be determined.
3. Return Address
Products must only be returned to the location provided or confirmed in writing by our customer service team for the applicable request.
Do not send a return to:
- The address printed on the original shipping package
- An address belonging to the shipping carrier
- Our business or fulfillment address unless our customer service team has specifically approved it for your return
The correct return location will be included in the approved return instructions. The applicable destination may vary depending on the product, order, and fulfillment arrangements.
Important: Always contact us before returning a product to ensure that it is sent to the correct location.
4. Return Shipping Costs
Change-of-Mind and Customer-Preference Returns
You will generally be responsible for return shipping costs when the return is requested because of:
- A change of mind
- Selection of the wrong size
- Selection of the wrong product option
- Personal preference
- Another reason not caused by an error made by Buvilo
Original shipping charges are generally not refundable under these circumstances, except where applicable law requires otherwise.
Damaged, Defective, Incorrect, or Incomplete Products
Please contact us before returning anything if your order:
- Arrives damaged
- Contains a defective product
- Contains an incorrect product
- Is missing a product included in the order
After reviewing and verifying the issue, we will provide an appropriate resolution under this policy.
Depending on the circumstances, the resolution may include:
- A replacement
- A refund
- Return instructions
- Return shipping arrangements at no additional cost to you
If the issue is confirmed to have resulted from an error by Buvilo, you will not be required to pay reasonable return shipping costs associated with resolving that issue.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order promptly after delivery.
If a product arrives damaged, defective, incorrect, or incomplete, contact us within 30 days after delivery:
Please include:
- Your order number
- A description of the problem
- Clear photographs or videos of the product
- Photographs of the packaging, where relevant
- Photographs of the shipping label, where relevant
Keep the affected product and all related packaging until we have reviewed your request.
Do not discard or return the product unless instructed to do so by our customer service team.
We will review the submitted information and provide an appropriate resolution based on the circumstances and any applicable consumer rights.
6. Return Shipping and Tracking
If you are responsible for returning a product, we recommend using a trackable shipping method.
Please retain:
- The return tracking number
- The shipping receipt
- Proof of postage
Buvilo cannot confirm receipt of a returned package until it reaches the designated return location.
Responsibility for a return while it is in transit may depend on the reason for the return, the return method provided, and applicable law.
7. Return Inspection
After an authorized return arrives at the designated return location, it may be inspected to verify:
- That the returned product matches the authorized return
- The condition of the product
- Whether all required accessories and components are included
- Whether the return meets the requirements of this policy
We will notify you by email after completing the review.
If the return is approved, the applicable refund will be sent to the original payment method.
8. Refunds
Approved refunds are issued to the payment method originally used for the purchase.
After approving a refund, we generally initiate it within 10 business days.
Once the refund has been issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account. Buvilo does not control the processing times of banks or payment providers.
If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, contact:
Include your order number so we can review the refund status.
9. Partial Refunds
Where permitted by applicable law, a partial refund may be issued in certain circumstances, including when a returned product has:
- Missing components
- Missing accessories
- Damage that occurred after delivery
- A condition materially different from the condition in which it was received
Any deduction will be determined according to the specific circumstances of the return and will not limit any mandatory consumer rights that apply to you.
If a deduction applies, we will explain it when notifying you of the return review outcome.
10. Exchanges and Replacements
If a product is confirmed to be damaged, defective, incorrect, or incomplete, we may offer a replacement when appropriate and available.
To request assistance, contact:
Include your order number and relevant photographs or videos.
For an exchange requested because of personal preference, size, color, or another option selected by the customer, please contact us first.
Depending on the circumstances and product availability, you may be required to:
- Complete a return in accordance with this policy.
- Place a new order for the preferred product.
We cannot guarantee that a particular replacement product or option will remain available.
11. Lost Shipments
If a carrier or our logistics provider confirms that a shipment was lost in transit, we will provide an appropriate resolution.
Depending on the circumstances, the resolution may include:
- A replacement
- A refund to the original payment method
Please review our Shipping Information page for more information about delayed or missing shipments.
12. Order Cancellations and Changes
If you need to cancel or modify an order, contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate requests received within 24 hours of purchase, provided the order has not entered fulfillment or already shipped.
Cancellation and modification requests cannot be guaranteed.
Once an order enters fulfillment or is transferred to the carrier, we may no longer be able to cancel or change it.
If the order has already shipped, you may request a return after receiving it, subject to the eligibility requirements in this policy.
If Buvilo cancels a paid order before the goods are supplied, any applicable refund will be returned to the original payment method.
13. Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address when placing an order.
If you notice an address error, contact us as soon as possible.
We will make reasonable efforts to assist you before the order enters fulfillment. After an order has shipped, we cannot guarantee that its delivery address can be changed.
If a package is returned because its address was incorrect, incomplete, or undeliverable, please contact our customer service team so we can review the available options.
14. Original Shipping Charges
Original shipping fees are generally non-refundable when a return is requested for reasons not caused by Buvilo, including a change of mind or an incorrect option selected by the customer.
If a return results from a confirmed damaged, defective, incorrect, incomplete, or improperly fulfilled order, we will address applicable shipping costs as part of the resolution, in accordance with this policy and applicable law.
15. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce any consumer right that cannot legally be excluded or limited.
If mandatory consumer-protection laws provide additional rights, those rights will continue to apply.
16. Contact Us
For questions about returns, refunds, replacements, exchanges, cancellations, or other order issues, please contact us:
Trading Name: Buvilo
Legal Business Name: Guangzhou Guimi E-commerce Co., Ltd.
Email: contact@mail.buvilo.com
Phone: +86 131 1471 1169
Business and Fulfillment Location:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time
We normally respond to customer inquiries within one business day.
Please note: The business and fulfillment location listed above must not automatically be treated as the return address. Contact us and obtain the applicable return instructions before sending any product back.