Refund policy

Effective date: Feb 4, 2026

1) 14-Day Return Window

We accept returns within 14 days of the delivery date. You must contact us within 14 days of receiving your order to request a return. Return requests submitted after 14 days will not be accepted.

2) Return Eligibility

To be eligible for a return, the item must be returned in the same condition you received it:

• Not broken and fully functional
• No signs of use (no marks, scratches, dents, staining, odors, residue, or wear)
• May be opened for inspection only (“opened, looked at, and closed”)
• Protective films/seals (if applicable) must be intact
• Includes all original packaging, inserts, manuals, and accessories
• Includes proof of purchase (order number/receipt)

If a return does not meet these requirements (including missing parts/accessories, damaged packaging, signs of use, or damage), we may refuse the return or issue a partial refund based on the item’s condition.

3) Mandatory 10% Restocking Fee

All approved returns are subject to a mandatory 10% restocking fee, calculated on the item subtotal (excluding shipping and taxes). The restocking fee is deducted from your refund.

4) Return Shipping (Customer Paid)

Customers are responsible for all return shipping costs. We do not provide prepaid return labels and we do not reimburse shipping charges.

Return shipments must be sent using a trackable shipping method. The customer is responsible for the package until it is delivered to us. Bilanchi is not responsible for lost, stolen, delayed, or damaged return shipments.

5) How to Start a Return

To start a return, email support@bilanchi.com within 14 days of delivery and include:

• Full name
• Order number
• Item(s) you want to return
• Reason for return
• Clear photos of the item and packaging (required)

If your return is accepted, we’ll email you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

6) Damages, Defects & Wrong Item Received (24 Hours)

Please carefully inspect your order immediately upon delivery. If your item is defective, damaged, or you received the wrong item, contact support@bilanchi.com within 24 hours of delivery with:

• Order number
• Photos/video showing the issue
• Photos of the shipping box and shipping label

We will evaluate the issue and, if confirmed, we will make it right (for example, replacement, store credit, or refund at our discretion, depending on inventory and circumstances). Where required by law, we will handle claims in accordance with applicable legal requirements.

7) Non-Returnable Items

Certain items cannot be returned, including:

• Personal care goods (including beauty products, hair tools used on hair, or items that contact skin)
• Customized or personalized items and special orders
• Gift cards
• Sale items (final sale)

If you are unsure whether your item is eligible, contact us before purchasing or before requesting a return.

8) Exchanges

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the eligible item (subject to approval) and place a separate order for the replacement item.

9) Refunds

We will notify you once we’ve received and inspected your return and let you know if your refund is approved.

• Refunds are issued only after the returned item is received and inspected.
• Returns are typically inspected within 3–5 business days after delivery to our facility.
• If approved, refunds are issued to the original payment method within 10 business days of approval.

Approved refunds are issued minus:

• the mandatory 10% restocking fee (see Section 3), and
• any original shipping charges (shipping charges are non-refundable)

Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact support@bilanchi.com.

10) Refused or Undeliverable Packages

If a package is refused by the customer or returned as undeliverable, any refund issued will be subject to the mandatory 10% restocking fee and original shipping costs (if applicable), and will be processed only after the item is received and inspected.

11) Contact

For any return or refund questions, contact support@bilanchi.com.