Refund Policy

1.1 Return Requirements for Standard Items

To initiate a return, please send an email within 14 days of receiving your goods to Sales@baytelhayat.co.uk, including your order number and the reason for the return. Please note that returns must be initiated and items sent back within that 14-day period.

Items must be:

In their original packaging
Unworn
In the same condition as when received
Free from any fragrance or scent

If an item is returned without meeting the return requirements or is damaged in transit, we will contact the sender to arrange for the item to be sent back to them. Please note that the shipping cost for returning the item will not be covered by us.

Issues reported after the item has been worn will not be accepted for a return.

Once we receive the returned items, please allow 2-7 working days for the items to be inspected and for the refund to be processed. Once the refund is issued, the customer will receive an email confirmation.

1.2 Custom-Made Items

Due to the custom nature of our products, all sales are final. We do not offer refunds, exchanges, or cancellations under any circumstances, including but not limited to:

Change of mind
Incorrect size or specifications provided by customer
Delays in delivery
Customer unavailability to receive the package
Customs fees, duties, or taxes
Package held at customs
Customer refusal to pay customs fees
Customer failure to collect the package

All custom orders are handmade to your measurements. They are checked over thoroughly before packaging and dispatching. To be eligible for a refund/return, the item must be faulty or made in error by us. If any issues arise, the customer will need to contact us including their order number immediately after receiving their custom-made order.

1.3 Faulty Items

Customers must inspect their order once received for any issues. If you have received a faulty item post-inspection, please contact us immediately so we can assist you further.

1.4 Exceptions

Hijabs: Due to hygiene reasons, we are unable to provide a refund on any of our hijabs. The only time we offer returns/refunds is if the item is faulty/defective.

Event Purchases: Customers have the opportunity to try on items on event days. We do not accept returns/refunds on items purchased in person due to exclusive offers and designs.

Clearance Items: Clearance items are non-refundable.

1.5 Exchanges

We do not currently offer exchanges. We request the customer to check over measurements using our size guide before purchasing. More details or support can be provided if needed.

2. Shipping Costs Policy

2.1 Non-Refundable Shipping Costs

IMPORTANT: All shipping costs paid by the customer are non-refundable under any circumstances, including but not limited to:

Items returned by the customer for any reason
Packages rejected upon delivery
Failed delivery attempts
Packages returned to us due to customs issues
Customer failure to collect package from customs
Customer refusal to pay customs fees
Incorrect address provided by customer
Customer unavailability for delivery
Any other reason that results in the package being returned to us

Original shipping fees paid by the customer will NOT be refunded, even if a product refund is issued.

2.2 Return Shipping Costs

Please note that all return shipping costs are subject to the customer. The item is only our responsibility once it has been returned to us. Therefore, we recommend using a method that is trackable, as we will not be accountable if the item is lost in transit.

3. International Shipping & Customs

3.1 Customs Duties and Taxes

International orders may be subject to customs duties, import taxes, and fees imposed by your country
These charges are the sole responsibility of the customer
We have no control over these charges and cannot predict their amount
Customs policies vary by country, and it is your responsibility to be aware of your country's import regulations

3.2 Customs Delays and Holds

Packages may be held at customs for inspection
Delivery times may be extended due to customs processing
We are not responsible for delays caused by customs clearance

3.3 Refusal to Pay Customs Fees

If you refuse to pay customs fees or fail to collect your package:

No refund will be issued for the Custom-made products
No refund will be issued for shipping costs
The package may be returned to us or disposed of by customs authorities
You remain responsible for the full order amount

3.4 Packages Returned Due to Customs Issues

If a package is returned to us because you:

Failed to collect it from customs
Refused delivery
Did not pay required customs fees
Provided incorrect address information
Were unavailable for delivery

Then:

No refund will be issued for shipping costs paid by the customer
For custom-made items, no refund will be issued for the product
For standard items, product refunds (if eligible) will be issued minus all shipping costs
You may be responsible for additional fees if applicable

4. Order Accuracy

4.1 Customer Responsibility

You are responsible for ensuring all order details are correct, including:

Product specifications and measurements
Delivery address (including postal/zip code)
Contact phone number for courier
Email address

4.2 Measurement Verification

We request all customers to check over measurements using our size guide before purchasing. More details or support can be provided if needed. Once production begins on custom items, we cannot make changes to your order.

5. Delivery

5.1 Shipping Times

Estimated shipping times are approximate and not guaranteed
We are not responsible for delays caused by shipping carriers, customs, natural disasters, or other events beyond our control

5.2 Failed Delivery Attempts

If delivery fails due to:

Incorrect address provided by customer
Customer unavailability
Refused delivery
Failure to respond to courier communications

No refund will be issued for shipping costs. For custom-made items, no product refund will be issued.

6. Communication & Contact

6.1 Order Updates

We will keep you informed about your order status via email. Please ensure you:

Check your email regularly (including spam/junk folders)
Respond promptly to any requests for information
Monitor tracking information provided

6.2 Courier Contact

If the courier attempts to contact you regarding customs fees or delivery:

You must respond promptly
Failure to respond may result in your package being returned
No refund will be issued for shipping costs in such cases

7. Customer Acknowledgment

By placing an order, you acknowledge and agree that:

You have read and understood these Terms and Conditions in full
Custom-made products are non-refundable under any circumstances except manufacturing defects
All shipping costs are non-refundable regardless of the reason for return or failed delivery
You are responsible for all customs fees, duties, and taxes
You will collect your package and pay any required fees promptly
Failure to collect your package or pay customs fees does not entitle you to a refund of shipping costs
All information provided in your order is accurate and complete
You have verified measurements using our size guide before ordering

8. Limitation of Liability

Our liability is limited to the purchase price of the product only (excluding shipping costs). We are not liable for:

Shipping costs under any circumstances
Customs fees, duties, or taxes
Delays in shipping or customs clearance
Lost packages after confirmed delivery or customs notification
Consequential or indirect damages
Costs incurred due to failure to collect packages

9. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts in England and Wales.

10. Changes to Terms

We reserve the right to update these Terms and Conditions at any time. The "Last Updated" date will reflect any changes. Continued use of our services after changes constitutes acceptance of the updated terms.

11. Contact Information

If you have questions about these Terms and Conditions, please contact us at:

Email: Sales@baytelhayat.co.uk

By completing a purchase, you confirm that you are at least 18 years of age and have the legal capacity to enter into this agreement.

These Terms and Conditions are designed to protect both our business and our customers by clearly outlining expectations and responsibilities. We appreciate your understanding and support of our small business.