Returns & Refunds Policy

Welcome to bupbes.com. This policy outlines our terms for order cancellation, returns, exchanges and refunds. By placing an order on our website, you agree to the terms below.

I. ORDER CANCELLATION (INTERNATIONAL ORDERS)

This section applies to orders shipped outside Vietnam.

Cancellation window

International orders may be cancelled within 24 hours of the order confirmation email being sent, provided the order has not yet been dispatched. Once an order has been dispatched, cancellation is no longer possible and the order will be subject to the return terms set out below.

How to cancel

Send an email to contact@bupbes.com with the subject line "Order Cancellation – *XXXX" (replacing XXXX with your order number) and include your registered email address. Requests submitted through any other channel may not be processed within the cancellation window.

Pre-order items

Pre-order pieces are custom-crafted to order and may be cancelled within 24 hours of the order confirmation email. Once production has commenced, the order cannot be cancelled.

Refund following cancellation

Approved cancellations will be refunded in full to the original payment method. Processing timelines are set out in our Payment Policy.

II. RETURN & REFUND POLICY

Eligible return & refund cases

Bupbes accepts return, exchange, and refund requests exclusively under the following two circumstances:

• Manufacturing defect: The item received has an inherent manufacturing defect or damage upon arrival.
• Incorrect item: The item received does not match the original order (wrong size, color, or style shipped in error).

Mandatory conditions for eligibility

To qualify for a valid return or refund claim, customers must strictly fulfill all of the following requirements:

• Unboxing video required: An unedited unboxing video must be recorded upon receiving the parcel, clearly showing the outer shipping box, shipping label, and the condition of all items inside.
• Claim window: The request must be formally submitted within 3 calendar days of package delivery.
• Product condition: All original tags, labels, accessories, and packaging must remain intact, attached, and unworn until the claim is fully resolved.

Non-eligible cases (exceptions)

For international orders, we do not accept returns, exchanges, or refunds under the following circumstances:

• The customer selected an incorrect size during checkout.
• The item does not suit the customer's personal body shape or aesthetic preference.
• The customer changed their mind after receiving the order.
• For domestic orders, size and product exchanges are available under the terms set out in Section III below.
• Sizing recommendation: To ensure the best fit, please consult our Size Guide carefully before placing your order, or contact our support team for personalized sizing advice via Instagram @bup_bes or email contact@bupbes.com.

III. EXCHANGE POLICY (DOMESTIC ORDERS)

This section applies to orders shipped within Vietnam.

Exchange window

Bupbes accepts exchanges for a different size or a different product within 3 calendar days of delivery. Where a second exchange is requested, a new 3-day window applies from the date the first replacement item is delivered.

Eligibility requirements

Items must be returned with all original tags and labels attached, unworn, unwashed, and free from alterations, stains, perfume, or any signs of use. Original packaging must be included.

An unboxing video recorded upon receiving the parcel is required for any claim relating to a manufacturing defect.

Exchange terms

Exchanges are permitted for items of equal or greater value than the original purchase. Where the replacement item is of greater value, the customer pays the difference. No refund, credit, or partial payment is issued where the replacement is of lesser value.

Return and redelivery shipping costs are borne by the customer, except where the exchange relates to a manufacturing defect or an incorrect item shipped in error, in which case Bupbes covers both.

Each order is eligible for up to two exchanges.

Subject to availability

Exchanges are subject to stock availability at the time the request is approved. Where the requested item is unavailable, we will offer an alternative of equal or greater value.

How to request an exchange

Contact us at contact@bupbes.com or via Instagram @bup_bes with your order number and the reason for the exchange. Do not ship any item back before receiving confirmation and the return address from our team. Items returned without prior confirmation will not be accepted.

IV. CONTACT INFORMATION

For any questions, claims, or inquiries, please contact us at contact@bupbes.com.