Refund policy

At BUF, we are committed to providing our customers with high-quality products. If you are not satisfied with your purchase, we have a 3-day return/exchange policy, which means you have 3 days after receiving your item to request a return/exchange.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, unwashed, with tags, in its original packaging, and not altered. You’ll also need the receipt or proof of purchase. Any signs of use, stains, or snagged fabric shall be grounds to refuse return or exchange of the product.  Bra tops are not eligible for return or exchange.

You can always contact us for any return/exchange question at buf.active@gmail.com.


Damages and issues

Please inspect your order upon receipt and contact us immediately (on the same day you receive the item) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We highly recommend recording an unboxing video upon receiving the items ordered to support any damage or item issue claims. In the absence of such video, we may request photo evidence to process your claim.


Exceptions / non-returnable items
Certain types of items cannot be returned, like inner wear (such as bra tops), and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
You may exchange the item for another of equal or higer value— just pay the difference. If the item you want is of lower value, no change will be given. The price difference will be forfeited.

 

Please follow the steps below:

  1. To start a return/exchange, kindly initiate the request within the specified period via email. Contact us at buf.active@gmail.com with the attached proof and reason for return/exchange.
  2. If your return/exchange is accepted, we’ll send you instructions on how and where to send your package.
  3. Pack the item securely with all original packaging, and send it to the address we will provide. Items sent back to us without first requesting a return will not be accepted. Shipping cost of returned item, as well as the cost of re-delivery of exchanged item (if applicable) will be shouldered solely by the client.
  4. We will notify you once we’ve received and inspected your return, and let you know if the refund/exchange was approved or not. If approved, you’ll be refunded within 10 business days  after receiving the returned item, or be issued a replacement. Should a delay occur, we will notify you accordingly. If more than 15 business days have passed since we’ve approved your return, please contact us at buf.active@gmail.com.

Important:

BUF reserves the right to reject returns or exchanges at our sole discretion in cases such as:

  1. Requested size or item is out of stock or in low quantities
  2. Returned items are used, washed, worn, or received in good condition but damaged due to mishandling of client
  3. Purchases made with the intent of resale
  4. Attempts to exploit the return/exchange policy 

We reserve the right to refuse or block returns and/or future orders from customers in cases where there is reasonable evidence of:

  1. Irregular or excessive return history
  2. Return of used, damaged, or altered items
  3. Evidence or resale behaviour
  4. Potentially fraudulent activity
  5. Abusive and/or aggressive behaviour towards our staff

 

Eligibility for Refunds
All sales are considered final except in cases of product defect, damage, or incorrect item delivery, in accordance with the Consumer Act of the Philippines. Refunds will only be considered in the following scenarios:

  1. Incorrect Item Received - If you received the wrong product, please contact us immediately upon receipt. Include photos and an unboxing video to support your claim. We will provide return instructions and either issue a refund or send the correct item at no additional cost.
  2. Defective or Damaged Item - If your item arrives damaged, contact us on the same day with a supporting unboxing video. After review, we will arrange a refund or replacement, as applicable.

Refunds will NOT be issued for:

  1. Items returned without prior approval
  2. Claims of damage or incorrect items without unboxing or other proof (video/photo)
  3. Change of mind or dissatisfaction not related to item quality or accuracy