Refund policy

Returns, Refunds & Exchanges Policy

At BlueRex Offroad Rescue, we are committed to delivering premium-quality merchandise and professional off-road recovery equipment. Every order is carefully inspected, tested where applicable, and packaged with original BlueRex branded accessories to ensure you receive your products in excellent condition.

If you are not completely satisfied with your purchase, please review our Returns, Refunds & Exchanges Policy below.

📦 1. Return Eligibility

We accept voluntary return and exchange requests within 14 calendar days from the date your order is delivered.

Customers may choose from the following options for eligible returns:

Refund: Receive money back to the original payment method.
Store Credit: Receive BlueRex store credit for future purchases.
Exchange: Exchange an eligible product for another available item.

To request a return, refund, or exchange, please contact:

Email: info@bluerexoffroadrescue.com

Please provide your order number, the product concerned, the reason for your request, and your preferred option.

All returns require prior authorization. Once your request has been reviewed, we will provide return instructions and the designated return address.

Products returned without prior authorization may not be accepted.

The 15-day voluntary return period does not restrict statutory rights relating to defective, unsafe, incorrectly supplied, or non-compliant products.

✅ 2. Return Requirements

To qualify for a voluntary return, refund, store credit, or exchange, the entire original package must be returned in the same condition in which it was received.

Returned products must be:

Unused and uninstalled
Clean and free from dirt, stains, odors, or contamination
Free from scratches, damage, misuse, alterations, or excessive wear
In fully resalable condition

Returns must include all original contents supplied with the product, including where applicable:

The purchased product
Original BlueRex branded packaging
BlueRex storage bag or pouch
BlueRex thank-you card
Instruction manuals and user guides
Information cards
Stickers
Spare parts
Tools
Accessories
Promotional or complimentary items
Original tags and labels

BlueRex products are supplied as complete retail packages. Missing or damaged packaging, accessories, documentation, or complimentary products may affect eligibility for voluntary returns.

For voluntary returns, BlueRex reserves the right to:

Decline a return that does not meet the stated eligibility conditions.
Offer a reduced refund or store credit amount, subject to the customer's agreement, to reflect missing or damaged components.
Return the product to the customer if the return conditions are not met, where legally permitted.

If a reduced amount is proposed, the customer will be informed before it is processed.

All returned products are inspected before a voluntary refund, store credit, or exchange is approved.

These conditions do not limit mandatory consumer remedies for defective or non-compliant products.

💳 3. Refunds & Store Credit

For eligible voluntary returns, customers may choose between a refund to their original payment method or BlueRex store credit.

Option 1 — Refund to Original Payment Method

Refunds are issued to the original payment method used for the purchase.
Refunds are processed after the returned product has been received, inspected, and approved.
Once processed, the time required for the refund to appear in the customer's account depends on the payment provider and issuing bank.
Original delivery charges are generally non-refundable for voluntary change-of-mind returns, subject to applicable law.
Any applicable return shipping charges remain the customer's responsibility unless otherwise agreed.

Option 2 — BlueRex Store Credit

Customers may choose to receive store credit instead of a refund.

Store Credit Terms:

Issued after the returned product has been received, inspected, and approved.
Redeemable toward future eligible purchases from the BlueRex online store.
May be used across multiple purchases until the available balance is fully redeemed.
Linked to the customer's account.
Non-transferable.
Cannot be exchanged for cash, except where required by applicable law.
Store credit issued under this policy does not expire.

Once store credit has been issued and accepted as the resolution of an eligible voluntary return, it cannot ordinarily be converted into a monetary refund.

This does not affect any mandatory statutory rights.

🔄 4. Exchanges

Customers may request an exchange of an eligible unused product within 15 calendar days of delivery.

Exchanges are subject to product availability and the return eligibility requirements stated in this policy.

Exchange Process

Contact BlueRex with your order number and details of the product you wish to exchange.
Specify the replacement product, size, or colour you prefer.
Wait for return authorization and shipping instructions.
Return the original product in unused condition with all original packaging and accessories.
Once the product is received, inspected, and approved, BlueRex will arrange the exchange or provide store credit to purchase the replacement item.

If the replacement product costs more, the customer must pay the difference.

If the replacement product costs less, the difference may be refunded or issued as store credit, according to the customer's preference and the agreed exchange arrangement.

Additional shipping charges may apply to voluntary exchanges.

Where a replacement is required under consumer protection legislation, the applicable statutory rights and remedies take precedence.

🛠 5. Defective, Damaged or Incorrect Products

Please inspect your order upon delivery.

If your product is:

Defective
Damaged during shipping
Incorrect
Missing components
Not as described

please notify BlueRex as soon as possible, preferably within 48 hours of delivery.

Please provide:

Your order number
A description of the issue
Clear photographs or videos, where available

The recommended 48-hour notification period is intended to help us resolve issues quickly. It does not limit statutory rights, warranty claims, or claims concerning defects discovered later.

After reviewing the claim, BlueRex will provide the appropriate remedy required under applicable consumer protection laws, which may include:

Repair of the product
Replacement with the same or an appropriate equivalent item
Refund to the original payment method or another legally appropriate method

Where BlueRex is responsible for a defective, damaged, or incorrectly supplied product, applicable return shipping and remedy costs will be covered as required by law.

Nothing in this policy limits the customer's statutory rights under applicable consumer protection legislation.

⚠️ 6. Recovery Equipment & Safety Products

BlueRex recovery equipment is designed for safety-critical applications. Proper handling, installation, and use are essential.

For safety reasons, products including but not limited to:

Recovery ropes
Soft shackles
Recovery dampeners
Tire deflators
Tire pressure gauges
Recovery accessories
Other safety or recovery equipment

are not eligible for voluntary change-of-mind returns, refunds, store credit, or exchanges once they have been:

Used or installed
Tested during recovery operations
Exposed to off-road conditions
Subjected to loading, stretching, impact, or recovery forces
Damaged, modified, or contaminated
Showing signs of use or excessive wear

Products showing abrasion, stretching, contamination, impact damage, improper installation, misuse, modification, or normal wear are generally not eligible for voluntary returns.

These restrictions do not exclude verified manufacturing defects, safety defects, or other remedies required under applicable consumer protection laws.

Each claim will be assessed based on the product's condition, the nature of the reported issue, and applicable legal requirements.

🚫 7. Non-Returnable Items

The following products are generally not eligible for voluntary change-of-mind returns, refunds, store credit, or exchanges:

Used products
Installed products
Modified products
Customer-damaged products
Used safety or recovery equipment
Custom-made or personalised products
Clearance or final-sale items clearly identified as such before purchase
Gift cards and digital products, where permitted by law
Products damaged through misuse, accidents, improper installation, or normal wear and tear

These exclusions apply to voluntary returns only.

Customers retain all mandatory legal rights concerning defective, unsafe, incorrectly described, or non-compliant products, regardless of the product category or sale status.

🚚 8. Return Shipping

For voluntary returns, refunds, store credit requests, and exchanges, customers are responsible for return shipping costs unless otherwise agreed by BlueRex.

Original delivery charges are generally non-refundable for voluntary change-of-mind returns, subject to applicable law.

Where a return is required due to:

A manufacturing defect
Shipping damage attributable to BlueRex or its delivery arrangements
An incorrect product supplied by BlueRex
Another issue for which BlueRex is legally responsible

applicable return shipping and remedy costs will be covered in accordance with consumer protection legislation.

We recommend using a tracked shipping service and retaining proof of shipment.

For voluntary returns, customers are responsible for securely packaging the product and arranging its safe return to the designated location, subject to applicable law.

Please contact BlueRex for return authorization and the correct return address before shipping any product.

🌍 9. International Orders

International customers may be responsible for customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their destination country.

For voluntary returns, customers are responsible for applicable international return shipping costs and customs-related charges unless otherwise agreed.

For defective or non-compliant products, applicable mandatory consumer rights and legal obligations take precedence.

International customers must contact BlueRex before arranging a return.

⚖️ 10. Consumer Rights

This Returns, Refunds & Exchanges Policy operates alongside applicable consumer protection legislation, including UAE Federal Law No. 15 of 2020 concerning Consumer Protection, as amended, and its implementing regulations.

Nothing in this policy excludes, restricts, or overrides any mandatory consumer right or remedy.

Where applicable law requires a repair, replacement, monetary refund, or another remedy, BlueRex will comply with those requirements.