Return Policy

Return and Exchange Guidelines

We accept returns of both perishable and non-perishable products only if they are defective, damaged, or incorrect.

Please inspect your order immediately upon receipt and notify us:

• For non-perishable items, within seven (7) days of delivery.
• For perishable items, within one (1) day of delivery.

so we can evaluate the issue and take appropriate action.

Where a product is confirmed to be defective, damaged, or incorrect, we will, in accordance with UAE consumer protection laws, provide a repair or exchange at no additional cost.

Returns or exchanges will not be provided for any other reason, such as change of mind, ordering the wrong item, or improper handling or storage after delivery, except where required under applicable consumer protection laws of the United Arab Emirates.

Conditions for Exchange

To be eligible for a return, your item must be non-perishable (such as tools, machinery and utensils), unused and unopened and in the same condition in which it was received. The item must be returned in its original packaging together with all accompanying documents, including the receipt or proof of purchase.

Some of our products are sensitive to temperature changes. We strongly recommend that products be stored at the appropriate temperature immediately upon receipt. We cannot accept returns or exchanges for products that have been exposed to high heat, extreme cold, or improper handling. These conditions shall not apply where the product is defective, damaged, or incorrect at the time of delivery or where such defect or non-conformity was not caused by the consumer.

To start a return, you can contact us at CustomerService.UAE@banopuratos.com. If your return is accepted, we will contact you via email to proceed.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Custom or personalized products (such as special orders).
• Hazardous materials, flammable liquids, or gases.
• Sale items and gift cards.

Force Majeure

We shall not be liable for any delay or failure in delivery resulting from a Force Majeure event, including, without limitation, natural disasters, strikes, labor disputes, government actions or restrictions, transportation or logistical disruptions, pandemics, or any other circumstances beyond our reasonable control. In the event of a Force Majeure, we will make reasonable efforts to notify you and, in such cases, you may declare whether you wish to proceed with the completion of your order.

Governing Law

This Return Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Dubai.