Products Shipping, Return & Refund Policy 

At Bueza, we are committed to ensuring a safe and reliable experience for our customers while dealing with pet food, veterinary consultations, and related products. Given the nature of pet food and health-sensitive goods, our return, exchange, and refund policy is designed to balance customer convenience with product safety and regulatory compliance.

This policy applies to all purchases made via the Bueza platform, including pet food, toys, accessories, and other third-party products.

Please read this Policy carefully before making a purchase. By placing an order on the Bueza platform, you confirm that you have read, understood, and agreed to this Products Shipping, Return & Refund Policy.

1. Returns & Refunds for Pet Food
2. 1. Due to strict food safety and hygiene standards, pet food items are non-returnable and non-exchangeable once delivered, except in cases of:
   2. 1. Wrong product delivered,
      2. Damaged or visibly tampered packaging,
      3. Expired products at the time of delivery.
   3. Requests under the above categories must be raised within 24  hours of delivery with unboxing photo/video evidence.
3. Returns & Exchanges for Other Products 
4. 1. Products other than Pet Foods are eligible for return or exchange within 7 days of delivery, provided that:
   2. 1. The item is unused, undamaged, and in original packaging.
      2. Proof of purchase is provided.
      3. Any manufacturer seals/tags remain intact.
   3. Exchanges will be subject to stock availability. If an exchange is not possible, a refund will be issued.
5. Non-Returnable / Non-Refundable Items
6. 1. The following items are strictly non-returnable and non-refundable:
   2. 1. Products that are opened, partially consumed, tampered with, or improperly stored after delivery.
      2. Products purchased during clearance sales, promotional offers, or marked “non-returnable” at the time of sale.
      3. Customized or special-order products requested by customers may also be excluded from return/refund unless delivered in a damaged or defective condition.
         All returns, exchanges, and refunds are subject to inspection and final approval by Bueza, in compliance with applicable consumer protection laws.
7. Return & Refund Process
8. 1. Initiating a Return
   2. 1. Customers must notify Bueza of any eligible return within 24 hours of delivery via email, phone, or the Bueza platform.
      2. The request must include: Order ID, product details, reason for return, and clear photographs showing the product and its packaging.
      3. Bueza may request additional information or inspection before approving the return. Requests raised beyond the specified timeline or without sufficient proof may be declined.
      4. Bueza reserves the right to deny any return or refund request where evidence of tampering, improper storage, or misuse by the customer is found.
   3. Shipping of Returns
   4. 1. Once approved, Bueza will arrange reverse shipping through its logistics partner.
      2. Customers will not bear return shipping charges if the return is due to damaged, defective, expired, or incorrect products. In all other cases, applicable return shipping costs may be deducted from the refund.
      3. Original shipping charges paid at the time of purchase are non-refundable.
   5. Refunds & Replacements
   6. 1. Refunds or replacements, if approved, will be processed once the returned product is received and inspected by Bueza.
      2. Refunds will be credited to the original mode of payment within 10 working days. If not feasible, Bueza may issue store credit or an alternative method with prior notice.
   7. If the refund is not received within the stipulated period, customers should contact Customer Support. Bueza will not be responsible for delays caused by payment gateway failures, bank processing times, or incomplete customer information.
9. Customer Responsibilities
10. 1. Customers are responsible for:
11. Carefully review product details, including expiry dates, nutritional content, storage instructions, and feeding guidelines, before placing an order.
12. Inspecting products carefully at the time of delivery and report any visible damage, leakage, tampering or other issue within 24 hours of receipt.
13. Ensuring products are stored properly (as per the instructions mentioned on the label) after delivery.
14. Bueza shall not be liable for spoilage, degradation, or pet health issues arising from improper storage, misuse, or failure to follow feeding guidelines.
15. To the fullest extent permitted by applicable law, Bueza shall not be liable for any indirect, incidental, or consequential damages arising from the use or misuse of any products purchased on the platform, including but not limited to pet illness, injury, or death.
16. Disclaimer on Food Suitability & Health Issues
17. 1. All food products listed on Bueza are sourced only from licensed third-party manufacturers/suppliers. Bueza acts solely as an online marketplace for such third-party food products and does not manufacture, formulate, or alter any food items listed on its platform.
    2. Bueza does not provide any guarantee or warranty as to the suitability, nutritional adequacy, or compatibility of food products for individual pets.
    3. Customers are advised to consult a qualified veterinarian before introducing new food products to their pets, especially in cases of pre-existing conditions, allergies, or special dietary needs.
    4. While Bueza facilitates the sale of third-party products, the ultimate liability for food safety, quality, and compliance rests with the manufacturer or brand. Bueza’s role is limited to that of an e-commerce facilitator.
18. Policy Updates & Modifications
    Bueza reserves the right to update, modify, or amend this Policy at any time to reflect changes in business practices, legal or regulatory requirements, or customer experience improvements.
19. Jurisdiction
    This Return & Refund Policy shall be read in conjunction with Bueza’s Terms of Use. All disputes arising under or in relation to this Policy shall be governed as per the provisions contained in the Terms of Use.
20. Force Majeure
21. 1. Bueza shall not be liable for any delays, cancellations, or failure to fulfill obligations under this policy due to events beyond its reasonable control, including but not limited to natural disasters, strikes, lockouts, or labor disputes, supply chain disruptions, governmental restrictions or regulations, pandemic or epidemic-related restrictions, or transport or logistics failures.
    2. In such cases, Bueza will make reasonable efforts to resolve the issue and communicate promptly with customers, but no compensation or liability shall accrue to Bueza.
22. Contact & Support
23. 1. For queries, or return/refund requests, customers may contact Bueza’s Customer Care Team at:
    2. 1. Email: info@bueza.in
       2. Phone/WhatsApp: +91 7975165099
    3. Customer service shall operate on working days between 9:00 AM and 6:00 PM From Monday to Friday, excluding national/public holidays.