1.The short version
Return anything unused and in its original packaging within 30 days of delivery for a full refund. Start by emailing returns@buoai.cn with your order number.
2.How to return
- Email returns@buoai.cn with your order number and the reason — you will get an RMA number and instructions within one business day.
- Pack the item with all accessories, manuals and protective materials. Items returned incomplete may be subject to a deduction.
- Ship to the address given in your RMA email. Do not ship anything without an RMA number; unlabelled parcels cannot be matched to your order.
3.Return shipping cost
If we made a mistake — wrong item, defective on arrival, or damaged in transit — we pay the return shipping. Otherwise return shipping is at your cost, and we will quote it if you prefer us to arrange collection.
4.What cannot be returned
A few things cannot be returned because they are made for exactly one window:
- Custom-cut tracks and made-to-measure shades, unless defective or incorrectly produced.
- Items showing signs of installation, modification, or use beyond reasonable inspection.
- Clearance or final-sale items, clearly marked as such at the time of purchase.
Nothing in this section limits your rights regarding goods that are faulty or not as described.
5.Damaged or defective goods
Tell us within 7 days of delivery with photographs. We will replace the item, or refund you if a replacement is not possible, and we cover all shipping either way. This applies regardless of how long ago you accepted the parcel, within the warranty period.
6.Refund timing
We refund within 5 business days of receiving the return and inspecting it. The money then takes an additional 3–10 business days to appear, depending on your bank or card issuer — that part is outside our control.
Refunds go back to the original payment method. If you paid by bank transfer, we will email you to confirm the account to send it to.
7.Cancelling before dispatch
Orders can be cancelled for a full refund any time before we confirm shipment — just email us. Once a parcel is in the carrier network, treat it as a return.