This Refund and Exchange Policy is designed to be “extra detailed” and strictly protective of the Besary brand, while fully aligning with UAE Federal Law No. (15) of 2020 on Consumer Protection and the 2026 VAT Refund updates.

By rooting the 14-day window in clear legal language, we minimize the risk of “friendly fraud” and legal disputes.

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REFUND AND EXCHANGE POLICY

Last Updated: April 3, 2026

At Besary (https://besary.com), we strive for excellence. we adhere to rigorous quality standards. This policy outlines the specific conditions under which refunds and exchanges are permitted in accordance with UAE Consumer Protection Laws.

1. THE 14-DAY MANDATORY WINDOW

1.1. Strict Deadline: In accordance with our brand protection protocols, all requests for returns or exchanges must be submitted within fourteen (14) calendar days from the date of purchase (as recorded on the tax invoice). 1.2. Forfeiture of Right: Any request made after the 14th day will be automatically declined. No exceptions will be made for travel, gifted items, or late unboxing.

2. ELIGIBILITY FOR RETURN OR EXCHANGE

To protect the integrity of the Besary brand and ensure the health and safety of our community, an item is only eligible for return if it meets the following “Pristine Condition” criteria:

• Unopened & Sealed: The item must be in its original, unopened retail packaging with all factory seals intact.
• Unused: The product must show no signs of use, wear, or assembly.
• Documentation: You must provide the original digital or physical tax invoice issued at the time of purchase.
• Tags & Accessories: All original tags, labels, manuals, and free promotional accessories must be included.

3. NON-RETURNABLE ITEMS (EXCLUSIONS)

In line with UAE health and safety regulations, the following items are strictly non-returnable and non-exchangeable unless they possess a verified manufacturing defect:

• Personal care, hygiene-sensitive, or beauty products.
• Items purchased during “Final Clearance” or marked as “Non-Returnable” at the time of sale.
• Products that have been customised or personalised.
• Software, digital codes, or items with broken security seals.

4. MANUFACTURING DEFECTS & WARRANTIES

4.1. Verification: If a product is suspected of having a manufacturing defect, it will be sent to our technical partner, Brightery, for assessment. 4.2. Resolution: If a defect is confirmed, Besary will provide a repair, replacement, or full refund at no cost to the consumer, as required by UAE Federal Law No. (15) of 2020. 4.3. User Error: Damage resulting from misuse, accidents, or unauthorised repairs is not covered and will void all return rights.

5. REFUND PROCESS & TIMELINES

5.1. Method of Refund: All refunds will be processed via the original mode of payment. 5.2. VAT Compliance (2026): In accordance with the 2026 UAE Tax Procedures, refunds will include the 5% VAT originally charged. 5.3. Processing Time: Once the item is received and passes our quality control (QC) inspection:

• Approval: You will receive a notification within 3 business days.
• Bank Transfer: Funds may take 10–14 business days to appear in your account, depending on your financial institution’s policies. 5.4. Deductions: Shipping fees, COD (Cash on Delivery) surcharges, and customs duties are non-refundable unless the return is due to a Besary error.

6. EXCHANGE POLICY

6.1. One-Time Exchange: Users are permitted one exchange per order within the 14-day window. 6.2. Price Difference: If the new item is of higher value, the customer must pay the difference before dispatch. If it is of lower value, the difference will be issued as a Besary Store Credit.

7. LOGISTICS & SHIPPING

7.1. Return Shipping: The customer is responsible for the cost and risk of returning the goods to our UAE warehouse. We recommend using a tracked courier service. 7.2. Refusal of Delivery: If a return is sent back to us in a condition that violates Section 2, Besary reserves the right to refuse the return and ship the item back to the customer at their expense.

8. CONTACT FOR DISPUTES

• Technical/Defect Queries: Contact Brightery (https://brightery.com).
• Marketing/Promotion Disputes: Contact Udjat UAE (https://udjat.ae).
• General Claims: Email our support team at [email protected]