RETURN AND EXCHANGE
BUONO WORLD
RETURN & EXCHANGE POLICY
Last updated: 12 October 2026
At Buono, we want you to feel confident about your purchase. We encourage you to review product descriptions, frame dimensions, lens features and other product information carefully before placing your order.
If something is not right with your purchase, we are here to help.
This policy applies to purchases made through buonowrld.com and is governed by applicable Nigerian law, including the Federal Competition and Consumer Protection Act 2018 (FCCPA) and relevant Lagos State consumer-protection legislation.
1. Eligibility for Returns and Exchanges
You may request a return, exchange or other appropriate remedy where:
* You received an incorrect item.
* Your order arrived damaged.
* Your product has a manufacturing defect or fails to meet applicable quality standards.
* The product does not correspond with its description or agreed specifications.
* The product is unsuitable for a particular purpose that you communicated to us before purchase, in circumstances covered by applicable law.
* You otherwise qualify for a return or other remedy under applicable law or our stated policy.
Returned products should, where reasonably possible, include their original packaging, protective pouch, accessories and other items supplied with the order.
We may inspect a returned product to assess the issue and determine the appropriate remedy. However, the absence of original packaging or accessories will not automatically remove any statutory rights you may have.
2. Reporting an Issue
We encourage customers to report visible delivery damage, incorrect items or missing products within 48 hours of delivery.
When contacting us, please provide:
* Your order number.
* A description of the issue.
* Clear photographs or videos, where applicable.
* Any other information reasonably required to assess your request.
The 48-hour period is intended to help us investigate and resolve issues promptly. It is not a deadline for exercising your statutory rights.
If a defect or other issue is discovered later, please contact us as soon as reasonably possible. Your request will be assessed in accordance with applicable law, including any relevant statutory time limits.
3. Defective, Damaged or Incorrect Products
If you receive a defective, damaged or incorrectly supplied product, please contact our customer service team.
Under section 132 of the FCCPA, where goods fail to satisfy the applicable quality standards, a consumer may return them to the supplier within three months after delivery, without penalty and at the supplier’s risk and expense. The supplier must provide the applicable statutory remedy, which may include repair, replacement or refund.
Accordingly, where the requirements of section 132 are satisfied, Buono will honour the customer’s applicable rights and arrange the appropriate remedy in accordance with the law.
Where a product is incorrect, materially misdescribed or unsuitable for a particular purpose communicated to us before purchase, the circumstances will be assessed under the relevant provisions of the FCCPA and any other applicable law.
Customers should contact us before dispatching a return so we can provide the appropriate instructions. This administrative process will not be used to prevent a customer from exercising a statutory right.
4. Change of Mind and Personal Preference
We encourage customers to review their selection carefully before completing a purchase.
Requests based solely on a change of mind, personal preference or a preference for a different frame style or colour will be assessed separately from requests involving defective, damaged, incorrectly supplied or misdescribed products.
Under section 122 of the FCCPA, customers may be entitled to return goods and receive a full refund in specified circumstances, including where goods intended for a particular purpose communicated to the supplier are found unsuitable within a reasonable time, or where goods that could not be examined before delivery are rejected within a reasonable time because they do not correspond with the description, sample or quality reasonably contemplated in the sales agreement.
These statutory rights will be honoured where applicable.
For other change-of-mind requests, Buono may offer an exchange where the request meets our applicable conditions. An exchange is not guaranteed where no statutory right applies and the request falls outside our voluntary exchange arrangements.
We will communicate any applicable conditions before proceeding.
5. Prescription Lenses and Customised Orders
Prescription lenses and products made or configured to a customer’s specifications may require special handling.
Customers are responsible for providing accurate prescription details and other information reasonably required to fulfil their orders.
Where a customer requests a return because of a change of mind or a preference change, the request will be assessed in light of the product’s nature, the information disclosed before purchase and applicable law.
Customisation does not automatically exclude a customer’s statutory rights where a product is defective, incorrectly supplied, materially misdescribed or otherwise fails to meet applicable legal requirements.
If you believe your prescription order is incorrect or defective, please contact us with your order number and an explanation of the issue.
6. Refunds
Refunds will be provided where required by applicable law or where Buono approves a refund under its applicable policy.
Where a refund is due, we will explain the process and any information required to complete it.
Refunds will ordinarily be made through the original payment method where practicable, subject to payment-provider procedures and applicable law.
We will communicate the expected processing timeframe and notify you of any material delay.
A refund will not be refused solely because a customer did not report an issue within the requested 48-hour period if the customer remains entitled to a remedy under applicable law.
Nothing in this policy establishes a blanket no-refund rule or removes a customer’s statutory right to a refund where one is due.
7. Return Shipping and Delivery Costs
Where a return is required under section 132 of the FCCPA for goods that fail the applicable quality standards, the return will be at the supplier’s risk and expense, as provided by law.
For other returns, including incorrectly supplied goods or products that do not correspond with their description, return shipping costs will be handled in accordance with the applicable legal requirements and the circumstances of the purchase.
For voluntary exchanges or other requests that do not involve a statutory remedy, any applicable return or redelivery charges will be communicated before the customer proceeds.
We will not require a customer to bear costs where applicable law requires Buono to do so.
8. How to Request a Return or Exchange
Please follow these steps:
1. Contact our customer service team with your order number.
2. Explain the reason for your request.
3. Provide photographs or other supporting information where relevant.
4. Wait for our response and return instructions.
5. Package the product securely and follow the agreed return arrangements.
Please contact us before sending an item back so we can identify your order and guide you through the process.
The prior-contact requirement is intended to make returns easier to manage and does not remove any statutory rights you may have.
9. Inspection and Resolution
Once we receive or inspect a returned product, we will assess the request and communicate the appropriate next steps.
We may request further information where reasonably necessary to understand the issue.
Our assessment will take account of the product’s condition, the circumstances of the purchase, the nature of the complaint and applicable law.
We aim to resolve requests promptly and fairly. Where a statutory remedy applies, our internal assessment procedures will not be used to deny or unreasonably delay that remedy.
If you are dissatisfied with the outcome, you may pursue any complaint or remedy available under Nigerian law, including contacting the Federal Competition and Consumer Protection Commission or the Lagos State Consumer Protection Agency, as appropriate.
10. Contact Us
For return, exchange or refund enquiries, please contact:
Buono World
Website: https://buonowrld.com
Email: support@buonowrld.com
Please include your order number in your message to help us assist you efficiently.
Thank you for giving us the opportunity to make things right.
BUONO. FOR THE GOOD LIFE.