Return & Refund Policy

At Banili your peace of mind matters

We stand behind our wellness products with a 30-day product guarantee.
If something isn’t right with your order, we’re here to help—and we’ll do our best to resolve it quickly and fairly.

✅ Eligible After-Sales Support (When We Can Help)

If your item arrives with an issue, you may be eligible for support such as a replacement (reshipment), partial refund, or full refund—depending on the situation and verification.

Common eligible cases include:

  • Item damaged on arrival
  • Defective / not working properly
  • Wrong item received
  • Missing parts or accessories

To help us assist you faster, please include:

  • Your order number
  • Clear photos/videos of the issue and outer packaging

⏱ Report Time (Important)

To make sure we can help effectively:

  • For damaged or incorrect items, please contact us within 48 hours of delivery.
  • For most product-related issues, requests should be submitted within 30 days of delivery.

📦 Returns (If a Return Is Required)

In many cases, we can solve the issue without asking you to return the item.

If a return is required:

  • It must be approved by our team in advance.
  • We’ll send you step-by-step return instructions.

⚠️ Returns sent without prior approval may not be accepted.

🚫 Not Eligible (Change-of-Mind Requests)

While we always try to be helpful, we generally cannot approve refunds/returns for:

  • Change of mind / “I don’t like it”
  • Ordering the wrong item/model
  • Providing an incorrect shipping address

If you’re unsure whether your case is eligible, please contact us—we’re happy to check what we can do.

🧼 Non-Returnable Items (Hygiene & Safety)

For hygiene, safety, and product integrity, we cannot accept returns for:

  • Used or opened hygiene-related items
    (e.g. eye massagers, face devices, wearable massagers once used or unsealed)
  • Items showing wear, damage, or modification
  • Customized or personalized items
  • Clearance / final-sale items

🔄 Exchanges

For the fastest exchange process:

  • We confirm eligibility and the best solution.
  • If needed, you return the original item (after approval).
  • Once the refund is completed, you can place a new order for your preferred product.

🇪🇺 EU Customers — Right of Withdrawal (14 Days)

If you are located in the European Union, you may have a 14-day right of withdrawal for unused items in their original packaging (proof of purchase required).

Please note: this may not apply to sealed hygiene/health items once unsealed, where permitted by law.

💳 Refunds

Once a return (if required) is received and inspected, we’ll email you with an update.
If approved, refunds are issued to your original payment method within 10 business days.

🕒 Some banks/payment providers may take additional time to display the refund on your statement.