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Refund policy

Our Returns policy aims to make your experience as easy and seamless as possible. Items can be returned within 14 days after you received the item and must be returned in original packaging. If the packaging is not available, your item cannot be processed for a return.

To raise a return request, simply contact us within 14 days after you received the item and send us the following details:

  1. Order #
  2. Full Address
  3. The name(s) and quantity of the item(s) you wish to return
  4. The reason for your return
  5. The image of the item you wish to return (especially if it's damaged or defective and/or in the wrong size or color variant/item)
  6. The resolution you prefer (refund to store credit, refund to original payment method, exchange/replacement)

As soon as we receive the item in as-shipped condition in its original packaging, we will refund you the purchase price and inform you via email.

The acceptable Return and Refund reasons are as follows:

  1. Damaged: The product is damaged in delivery
  2. Defective:The product does not function or missing parts as described/shown on the site
  3. Incorrect/Wrong Item:Not the product you ordered (e.g. wrong size, product, or color)

Please Note:

Some products are not refundable as stated below:

  • All discounted products are final sale & cannot be returned or refunded
  • Items purchased in a SALE cannot be returned or refunded.
  • Altered items are not returnable.
  • Pre-Order Items are not refundable /Exchangeable as they are part of our limited collections.
  • For hygiene reasons, we cannot accept returns or exchanges on bodysuits, swimwear, undergarments, waistbeads, earrings or pierced jewellery.
  • Items must be unworn, unwashed, have original tags attached and free of stains, makeup, deodorant, or wear and in a resalable condition
  • Items breaching ANY part of our returns policy cannot be returned or refunded.

Please note that should your return request not fall under the above-mentioned reasons or sent to us past the 14 days, it will not be refunded and you will be responsible for any shipping charges to send it back to you.  You will have 14 days to make that request .

SWIMWEAR &  JEWELLERY
Our policy does not permit any returns on all of our swimwear OR jewellery products. All sales are final due to hygiene reasons. Please double-check your orders before payment. Regrettably, we can't offer you a refund or exchange. 

We only replace items if they're defective or damaged on arrival. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you need to exchange it for the same item, send us an email at info@bynelo.com and our Customer Care team will assist you further. 

SHIPPING CHARGES
If the return was due to our error (for instance, we accidentally sent the wrong product), we will accept full responsibility for all shipping costs related to the return.

REFUNDS
Refunds are issued back either in the form of store credits or only to the original form of payment used for the purchase. Please note that it can take 3-10 business days for the payment to show on your account (depending on your financial institution or card issuer) after the refund has been processed.

Please keep in mind that refund requests due to shipping delays by our partner couriers (USPS, UPS, DHL, FedEx, CNE, DPD,HERMES etc) may not be eligible for refunds. However, please be assured that not only do we work closely with our partner couriers to make sure that your order gets to your doorstep, our Care Team may also assist you with information about filing a claim. Simply get in touch with the us at sales@bynelo.com

RIGHTS RESERVED
We reserve the right to solely define, limit, refuse, and/or cancel orders from customers at any time due to:

  • Unverifiable billing and corresponding shipping address
  • An irregular or excessive returns history indicative of “wardrobing;”
  •  An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or, potential fraudulent or criminal activity.
  • We also reserve the right to limit, refuse, and/or reject Returns and or Exchanges to any customer or entity, due to similar actions as noted above.
  • We reserve the right to withhold a refund/exchange if goods are not returned in their original condition and/or if our goods have been damaged after point of sale through misuse or carelessness.
  • We reserve the right to refuse sale of any of our products at any time.

NEED MORE HELP?
Our Care Team is at your service.  If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :) 

We appreciate you!