Refund policy

Refund and Exchange Policy

Last updated: June 2026

We review every item before dispatch. If something goes wrong during transit or a size does not fit, this policy explains what we cover, what we need from you, and how we handle your request.

What We Cover

We process two types of post-purchase requests:

Transit damage claims
Size exchanges

1. Transit Damage Claims

If your item arrived damaged during delivery, contact us within 48 hours of receiving your order. We will review your claim and resolve it.

This covers physical damage that clearly occurred during transit, such as tears, crushing, or significant soiling.

What You Need to Do

Before opening your package, start recording a video on your phone.

Keep the camera running while you:

Open the package completely
Remove the item
Show the damage clearly on camera

Email the video to support@burdauae.com within 48 hours of delivery. Include your order number in the subject line.

We will review your claim and respond within 2 business days.

Why We Require Video Proof

Video proof protects you. It confirms the damage happened during transit, not after delivery. Without it, we cannot distinguish transit damage from post-delivery damage, and we cannot file a claim with our courier on your behalf.

The recording must cover the full unboxing from the moment you open the package. Partial videos or photos alone are not sufficient.

What Happens If Your Claim Is Approved

We will send you a replacement (subject to stock availability) or process a refund to your original payment method.

Refunds are processed within 7 to 10 business days of approval. Cash on Delivery orders are refunded via bank transfer. We will contact you to arrange this.

Time Limit

Damage claims must be raised within 48 hours of delivery. We cannot accept claims after this window.

2. Size Exchanges

If the size you received does not fit, you can request a size exchange within 14 days of delivery.

Conditions

You contact us within 14 days of delivery
The same item is available in your required size
The item is in its original condition: not worn, washed, or altered
You accept that exchange shipping costs 32 AED (16 AED pickup and 16 AED delivery)

No colour changes or style changes are permitted. Exchanges are for the same item in a different size only.

Step-by-Step Process

Step 1. Email support@burdauae.com within 14 days of delivery. Include your order number and the size you need.

Step 2. Our team checks whether the requested size is available and confirms by email.

Step 3. We send you a payment request for the 32 AED shipping fee.

Step 4. Once your payment is confirmed, we book a courier pickup from your address and send you the details.

Step 5. Pack the item securely and have it ready for pickup. No payment is required at pickup. The pickup rider will not bring your exchange item. Collection and delivery are handled separately.

Step 6. Once we receive and check your item, we dispatch your replacement immediately. You will receive tracking details by email or SMS.

Exchange Timeline

From the moment you pay the shipping fee:

Courier pickup is typically arranged within 1 to 2 business days
Your replacement is dispatched within 1 business day of us receiving your item
Delivery takes 1 to 3 business days after dispatch

What Is Not Covered

We do not process:

Returns for change of mind
Size exchange requests raised after 14 days from delivery
Damage claims raised after 48 hours from delivery
Claims without full unboxing video proof
Exchanges for different colors, styles, or items
Items that have been worn, washed, or altered after delivery

Our Product Standards

Every item we sell is carefully inspected and prepared for sale before dispatch. We check fabric condition, stitching quality, sizing accuracy, and overall presentation. Items that do not meet our standard are not sold.

If you believe you received an item that was materially different from what is described on the product page, contact us. We will investigate and resolve it.