Returns & Refunds
At BilByl, we want you to shop with confidence. If you are not satisfied with your purchase, our Returns & Refunds Policy explains how to request a return, exchange or refund.
This policy applies to products purchased directly from BilByl within the United Arab Emirates.
1. Returns Within 7 Days
We accept eligible change-of-mind return requests within 7 calendar days of delivery, subject to the following conditions:
The product must be unused and in its original condition.
The product must be returned with its original packaging, accessories, manuals, labels and any included items.
The product must not be damaged, altered or used by the customer.
Proof of purchase, such as an order number or invoice, must be provided.
Customers must contact BilByl within 7 calendar days of receiving their order to initiate a return request.
2. Products Not Eligible for Change-of-Mind Returns
For hygiene, safety and product-integrity reasons, certain products may not qualify for voluntary change-of-mind returns, including:
Personal-use or hygiene-sensitive products that have been opened or used, where resale would be inappropriate.
Products that have been used, damaged or altered after delivery.
Customised or personalised products.
Products specifically identified as non-returnable before purchase, where such exclusions are permitted by applicable law.
These exclusions do not affect your legal rights if a product is defective, damaged on arrival, incorrectly supplied or not as described.
3. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, incomplete, incorrect or materially different from its description, please contact our customer support team as soon as reasonably possible.
We may request photographs, order details or other relevant information to assess the issue.
Where a product qualifies for a remedy under applicable UAE consumer protection laws, BilByl will arrange an appropriate resolution, which may include repair, replacement, return or refund, as required by law.
For verified issues attributable to BilByl, the product or its delivery, we will cover reasonable return shipping costs.
The 7-day change-of-mind return period does not limit your statutory rights or applicable product warranties.
4. How to Request a Return
To request a return:
Contact BilByl through our Contact Us page, providing your order number and reason for return.
Our customer support team will review your request and provide return instructions.
Once instructed, securely package the product with all required accessories and included items.
Follow the return or collection instructions provided by our team.
Please do not send products to an address without first contacting BilByl for return instructions.
5. Return Shipping Charges
Change-of-Mind Returns
Customers are responsible for return shipping charges when returning eligible products because of a change of mind or personal preference.
Defective, Damaged or Incorrect Products
Where a return is required because of a verified product defect, damage on arrival, an incorrect item or another issue for which BilByl is responsible, reasonable return shipping costs will be covered by BilByl in accordance with applicable law.
6. Refunds
Once a returned product has been received and assessed, we will notify you of the outcome of your return request.
For approved refunds, we will initiate the refund to the original payment method wherever possible.
The time required for the refunded amount to appear in your account may depend on your bank or payment provider.
For voluntary change-of-mind returns, the original delivery charge is generally non-refundable where the delivery service has already been completed, unless otherwise required by law.
For returns arising from defective, damaged, incorrect or non-conforming products, applicable refund entitlements will be handled in accordance with UAE consumer protection laws.
7. Exchanges
If you wish to exchange an eligible product, please contact our customer support team.
Exchanges are subject to product availability and the applicable return conditions.
Where a replacement is required under UAE consumer protection law, we will provide the appropriate remedy in accordance with those requirements.
8. Product Warranties
Certain products may be covered by a manufacturer's or supplier's warranty.
Where applicable, warranty information will be provided with the product or made available through the product listing or customer support.
Warranty claims and statutory remedies for defective products are handled separately from our voluntary 7-day change-of-mind return policy.
Nothing in this policy excludes or limits rights available to consumers under applicable UAE law.
9. Contact Us
For return requests, refund enquiries or product-related concerns, please contact BilByl through our Contact Us page.
Email: support@bilbyl.com
BilByl is operated by Yusrix Trading L.L.C., Dubai, United Arab Emirates.
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BilByl is owned and operated by Yusrix Trading L.L.C., Dubai, UAE.