Refund policy

Effective date: 13 May 2026 Last updated: 13 May 2026

This Return and Refund Policy ("Policy") governs returns, exchanges, and refunds for purchases made through en.betulsaday.com (the "Site"), operated by BETUL SADAY COUTURE FZ-LLC, a Free Zone Limited Liability Company registered in Dubai, United Arab Emirates, with its registered address at Sapphire Tower, Dubai, United Arab Emirates (referred to in this Policy as "Betül Saday", "we", "us", or "our").

By placing an order through the Site, you confirm that you have read, understood, and accepted this Policy together with our Terms of Sale and Privacy Policy.

1. Our Made-to-Order Business Model

All garments sold through en.betulsaday.com are made-to-order. We do not maintain ready stock. Each piece is crafted by hand in our atelier from imported fabric, according to the size, colour, and specifications selected at the time of order.

Production typically takes between 4 and 8 weeks from the date of order confirmation, depending on fabric availability and design complexity.

1.1 Right of Withdrawal — Not Applicable

Under Article 16(c) of European Union Directive 2011/83/EU on Consumer Rights, and equivalent provisions in other applicable consumer protection laws, goods manufactured to the consumer's specifications or clearly personalised are exempt from the statutory right of withdrawal.

Accordingly, all orders placed through en.betulsaday.com are final and cannot be cancelled, returned, refunded, or exchanged once production has begun, except in the cases set out in Section 3 of this Policy (defective, damaged, or incorrect items).

By completing your purchase, you acknowledge and accept that:

• The garment is being produced specifically for you based on your selected specifications
• You will not be entitled to a refund, return, or cancellation for reasons such as change of mind, change of plans, dissatisfaction with size, fit, colour appearance, or any reason unrelated to a manufacturing defect or our error
• Your statutory rights in respect of defective goods (Section 3) remain fully preserved

2. Cancellation Window — 24 Hours After Order

We understand that mistakes happen. For this reason, we offer a limited cancellation window:

• You may cancel your order for a full refund within 24 hours of order confirmation, provided that production has not yet begun.
• To cancel, contact us at saday.betul@hotmail.com with your order number and the word "CANCEL" in the subject line.
• Once production has begun (typically within 24 hours of confirmation), cancellation is no longer possible and the order becomes final.
• For complex or custom-design pieces, production may begin immediately upon order confirmation; in such cases, no cancellation window applies, and this will be communicated to you at the time of order.

3. Defective, Damaged, or Incorrect Items

Your statutory rights under EU consumer guarantee law (including Directive 2019/771) and equivalent consumer protection legislation in your country of residence are fully preserved and are not affected by this Policy.

3.1 Inspection on Delivery

Please inspect your order immediately upon delivery. If you discover that an item is:

• Defective (manufacturing fault, structural defect, missing components)
• Damaged (damage caused before or during shipping)
• Incorrect (wrong product or specification compared with what you ordered and confirmed)

...contact us within 7 calendar days of receipt at saday.betul@hotmail.com with the following information:

• Your order number
• A clear written description of the issue
• Photographs of the item, the packaging, and any visible defect or damage
• Photographs of the shipping label and outer packaging if the damage occurred in transit

Claims submitted after the 7-day period may be rejected, except where the defect was not reasonably discoverable on initial inspection.

3.2 Our Remedies

For confirmed defects, damage in transit, or our error, you are entitled to choose between:

• Repair, where the defect can be remedied without significant inconvenience
• Replacement with an identical or equivalent garment, subject to fabric and material availability
• Full refund, including all original and return shipping costs
• Proportionate price reduction, where you choose to keep the item

We will cover all return shipping costs for confirmed defective, damaged, or incorrect items. We will either arrange and pay for a return courier directly or reimburse documented return shipping expenses paid by you.

3.3 Statutory Warranty Period

In accordance with EU Directive 2019/771 and equivalent consumer protection laws, our products carry a statutory warranty of 2 years from the date of delivery against conformity defects. Consumers in jurisdictions providing a longer warranty period benefit from the longer period applicable in their country of residence.

This warranty does not cover:

• Damage caused by improper use, accidents, or failure to follow our care instructions
• Normal wear and tear
• Damage caused by improper cleaning, including machine washing or use of unsuitable detergents (our garments require professional dry cleaning only)
• Loose embellishments, beadwork, or trim resulting from rough handling, snagging, or use inconsistent with the nature of formalwear after delivery
• Alterations performed by any party other than us
• Damage to the garment after it has been worn

4. Disclaimers Specific to Couture Garments

4.1 Handcrafted Variations

Our garments are crafted by hand. Minor variations in beadwork placement, embroidery, hand-applied stones, fabric grain, and trim are inherent to handmade couture and are an expression of authentic craftsmanship. Such variations are not considered defects and are not grounds for any claim under this Policy.

4.2 Colour Representation

Colours displayed on your screen may vary from the actual product due to monitor calibration, lighting conditions, photography, and the natural variation of fabric dye lots. Such variations are not grounds for return or refund.

4.3 Sizing — Customer Responsibility

Garments are produced based on the measurements you provide to us. We strongly recommend that measurements be taken by a professional tailor or that you book a measurement appointment with us before placing your order.

We are not responsible for fit issues arising from inaccurate measurements supplied by you. Adjustments due to measurement errors on your part may be offered at our discretion as a paid alteration service, but do not constitute a basis for refund.

Where you select a standard size from our size guide rather than providing custom measurements, you accept that the garment will be produced according to that standard size and we are not liable for variations between standard sizing and your individual body proportions.

4.4 Production and Delivery Timelines

The production timeline communicated at the time of order is an estimate, not a guarantee. Delivery dates may be affected by fabric availability, embellishment complexity, courier delays, or customs clearance in the destination country.

If you require delivery by a specific date (for example, a wedding or special occasion), you must:

• Notify us in writing before placing your order
• Receive written confirmation from us that the date is feasible

Only a written confirmation from our team constitutes a binding delivery commitment. Verbal assurances, social media messages, or general production estimates do not constitute a binding delivery date. We are not liable for missed occasions where no specific delivery commitment was confirmed in writing in advance.

4.5 Care and Maintenance

All garments must be professionally dry-cleaned only. Damage resulting from machine washing, hand laundering, use of unsuitable detergents or solvents, or storage in unsuitable conditions voids the statutory warranty in respect of the affected damage.

5. Refunds (Where Applicable)

Where a refund is approved under Section 2 (cancellation within 24 hours) or Section 3 (defect, damage, or our error):

5.1 Refund Timeline

We will notify you of the approval or rejection of your refund within 3 business days of receiving the returned item (or, for cancellations, within 3 business days of your cancellation request).

If approved, we will issue the refund to your original payment method within 14 calendar days, in accordance with Article 13 of EU Directive 2011/83/EU and applicable consumer protection law.

Depending on your bank or card issuer, it may take an additional 5 to 10 business days for the refund to appear on your statement. This delay is outside our control.

5.2 Refund Amount

Where a refund is issued under Section 3 (defect, damage, or our error), the refund covers the full purchase price plus all original and return shipping costs.

The following amounts are not refunded under any circumstances:

• Customs duties, import taxes, or VAT paid in the destination country — these are administered by your local customs authority and may be reclaimable directly from that authority
• Currency conversion fees charged by your bank or card issuer

5.3 Currency and Exchange Rate

Refunds are issued in the same currency used at the time of purchase. We are not liable for any loss or difference caused by exchange rate fluctuations between the date of purchase and the date of refund.

6. Items Not Eligible for Any Claim

The following are not eligible for cancellation, return, refund, or replacement under any circumstances:

• Items where the customer requests a change of mind, change of size, change of colour, or change of design after order confirmation
• Items where the customer has provided inaccurate measurements
• Items damaged after delivery due to wear, improper cleaning, alterations by third parties, or storage in unsuitable conditions
• Items marked "Final Sale" or "Non-returnable" at the time of purchase
• Sale or discounted items reduced by more than 30% from the original price
• Gift cards and gift vouchers
• Rental garments (governed by a separate rental agreement)
• Claims submitted more than 7 days after delivery for damage or defects discoverable on initial inspection

7. Refused or Undelivered Shipments

If you refuse delivery of an order, fail to provide a valid delivery address, or fail to collect the parcel from the courier within the courier's holding period, the parcel will be returned to us or destroyed by the carrier.

In such cases:

• No refund will be issued, as the order is final and was produced specifically for you
• Outbound shipping costs and any return-to-sender, storage, or destruction fees incurred will be borne by you and may be invoiced separately

8. International Returns (For Defective, Damaged, or Incorrect Items)

This Section applies only to returns authorised under Section 3.

When returning an item from outside the United Arab Emirates, you must:

• Mark the package clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" on the customs declaration form
• Declare the original commercial value of the goods solely for customs identification purposes
• Include a copy of the original invoice and your return authorisation reference inside the parcel
• Use a tracked and insured courier service approved by us in advance

We are not liable for any duties, taxes, storage fees, or charges levied by customs authorities on improperly documented returns. If a returned parcel is refused entry, abandoned, or destroyed by customs due to incorrect documentation provided by you, no refund will be issued.

9. Contact Information

For any question, claim, or complaint relating to this Policy, please contact us:

• Seller: BETUL SADAY COUTURE FZ-LLC
• Registered Address: Sapphire Tower, Dubai, United Arab Emirates
• Customer Service Email: saday.betul@hotmail.com
• Customer Service Phone: +971 56 278 2785
• Operating Hours: Monday to Saturday, 10:00 to 18:00 (Gulf Standard Time, GMT+4)

We aim to respond to all enquiries within 3 business days.

10. Dispute Resolution and Governing Law

This Policy is governed by the laws of the United Arab Emirates, without prejudice to the mandatory consumer protection rights you may have in your country of habitual residence.

10.1 EU Consumers — Online Dispute Resolution

If you are a consumer resident in the European Union, you have the right to refer disputes to the European Commission Online Dispute Resolution (ODR) platform, accessible at: https://ec.europa.eu/consumers/odr/

10.2 Informal Resolution

We encourage all customers to contact us first at saday.betul@hotmail.com so that we may attempt to resolve any concern directly. Most issues can be resolved quickly and amicably through direct communication.

11. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, our products, or applicable law. The "Last updated" date at the top of this Policy will indicate when the most recent changes were made. The version of the Policy in force at the time of your order will apply to that order.

This Policy was last updated on 13 May 2026.