REFUND & RETURNS POLICY

Last updated: September 2026

We want you to be genuinely happy with your Banella order. If something isn’t right or you’ve changed your mind, please read the return procedure below carefully.

BEFORE ANY RETURN OR EXCHANGE

Before sending any product back to Banella, you must first contact us at info@banellaconceptstore.com or by phone at +30 698 149 1644.

We will then provide you with the necessary return instructions and shipping details.

Please do not send products back without contacting us first, so that we can correctly identify your return and avoid delays or incorrect shipping charges.

ONLINE RETURN OR CANCELLATION REQUEST

For online orders, you can submit a return request or, if your order has not yet been shipped, a cancellation request through your customer account.

Submit a return or cancellation request

After signing in, select the relevant order and follow the steps to submit your request. You will receive electronic confirmation after your request has been submitted.

Submitting a request does not automatically issue a refund. Requests are reviewed and processed in accordance with this Returns Policy and applicable law.

RETURNS / CHANGE OF MIND

For online purchases, you may exercise your right of withdrawal within 14 calendar days of receiving your order, in accordance with applicable law.

For a product to be accepted for return, it must be returned in its original condition, with all tags, accessories and, where applicable, its original packaging.

The product may be tried on or inspected, as it could be in a physical store, but it must not have been used. For example, clothing may be tried on to check the fit, but it must not have been worn for normal use.

Items that have been worn or used, washed or altered, or show stains, make-up, odours (including perfume, smoke or body odours), damage or other visible signs of use will not be accepted as standard returns.

All returned products are inspected upon receipt before the return process is completed. Nothing in this policy limits any mandatory statutory rights that may apply to the customer's withdrawal.

RETURN PROCESS & SHIPPING COSTS

After contacting us and receiving the appropriate instructions, the product may be sent back to Banella.

For returns due to a change of mind, size or preference, the cost of sending the product back to Banella is the customer's responsibility.

Return parcels should not be sent at Banella's expense unless this has been agreed with us in advance. Any return shipping charges billed to Banella without prior agreement may be deducted from the refundable amount where permitted by applicable law.

Please keep your proof of postage and tracking number until the return process has been completed.

REFUNDS

Once the returned product has been received, its condition will be inspected.

Refunds will be processed in accordance with applicable law and will normally be issued using the same payment method used for the original transaction, unless otherwise agreed.

SIZE OR PRODUCT EXCHANGES

If you would like to exchange an item for a different size or another product, please contact us first so that we can confirm availability and provide you with the necessary instructions.

For exchanges due to size or personal preference, the customer is responsible for both the cost of returning the original item and the shipping cost of the replacement item.

WRONG, FAULTY OR DAMAGED ITEMS

If you receive the wrong item or a product that is visibly faulty, broken or damaged in transit, please contact us as soon as possible after receiving it and before using the product.

To assess a claim relating to a faulty or damaged item, we will require clear photographs showing the reported issue and, where necessary, photographs of the product and its packaging.

Please do not send the product back before contacting us and receiving return instructions.

Reporting an item as faulty does not automatically mean that the return will be accepted as a faulty-item claim. The returned product may be inspected to confirm the reported issue.

If the item is confirmed to be incorrect, faulty for reasons for which we are responsible, or damaged during delivery to you, Banella will cover the relevant return costs and arrange the appropriate solution.

Depending on the circumstances and in accordance with the customer's statutory rights, this may include replacement of the product, a refund or another appropriate solution.

Nothing in this policy limits your statutory rights regarding faulty goods or goods that do not conform to the agreed characteristics.

HYGIENE EXCEPTIONS

For hygiene reasons, underwear, swimwear and earrings cannot be returned where the legal conditions for an exception to the right of withdrawal apply.

Please do not remove any protective or hygiene seals from products if you may wish to return them.

GIFT CARDS

Gift Card value cannot be redeemed or refunded for cash, without prejudice to any mandatory rights provided by applicable law.

CONTACT US

For any return, exchange or issue with your order, please contact us first:

Email: info@banellaconceptstore.com
Phone: +30 698 149 1644