Refund policy

Overview

We strive to ensure your complete satisfaction with your purchase. This policy outlines the terms and conditions for returns, refunds, and exchanges for items purchased from our online store. All returns must be shipped back to the original warehouse or fulfillment facility from which your order was dispatched. Please note that as most of our products are shipped from overseas facilities, your return will likely need to be sent internationally. The exact return address will be provided by our customer support team when you initiate your return.

Initial Inspection

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return Period

Customers have 30 days from the date of delivery to initiate a return

Our 30-day return window applies exclusively to items that are completely unopened, unused, and in their original sealed condition - for customers who have changed their mind about a purchase.

To qualify for a return under this policy:

• The item must be completely unopened and in its original, sealed packaging
• All original tags must remain attached
• The item must be in the same condition as received, with no signs of use

Please note: This return window does not apply to products that have been opened or used in any way. If a product has been opened, tried, or used, it is no longer eligible for return, regardless of when the return is requested. We are unable to accept returns for items that have been used and are subsequently no longer wanted.

Important information regarding return costs:

• The original shipping fee paid at the time of purchase is non-refundable
• Return shipping costs are entirely the responsibility of the customer
• Any duties, taxes, or customs fees incurred during the return shipment are also the customer's responsibility
• Returns must be shipped to our original overseas warehouse (the exact address will be provided upon initiating your return)
• We strongly recommend using a tracked shipping method, as we cannot be held responsible for returns lost in transit

European Union Returns

For merchandise shipped to the European Union, customers have the right to cancel or return their order within 14 days, for any reason and without justification (cooling off period). Requirements:

• Item must be in the same condition as received
• Unworn or unused, with tags attached
• In original packaging
• Receipt or proof of purchase must be provided

Return Eligibility

Eligible for Return:

• Completely unopened and unused items in original sealed condition (change of mind, within 30 days)
• Items with confirmed manufacturing defects (must be reported within 7 days of delivery)
• Items that differ significantly from their description (must be reported within 7 days of delivery)
• Wrong items received (must be reported within 7 days of delivery)

Not Eligible for Return:

• Opened, worn, washed, used, or altered items
• Items without original tags or packaging
• Intimate products
• Items marked as "Final Sale"
• Items damaged due to customer misuse
• Damage or defects reported more than 7 days after the date of delivery

Order Cancellation

If you need to cancel your order, just reach out to us within 1 hour of placing it - we’re happy to help! After that time, your order is sent to our fulfillment team for processing and packing, so we’re unable to make any changes or cancellations. If you're within that 1-hour window, email us at support@belivane.com and we’ll take care of it right away.

Product Issues and Resolution

Damaged Product or Manufacturing Defect

We understand how frustrating it can be to receive a damaged or faulty product, and we are committed to resolving such issues promptly.

Customers must report any damage, defects, or malfunctions within 7 days of receiving the product. We ask that customers use this window to thoroughly inspect and test their item upon delivery. After this period has passed, we are unable to accept responsibility for reported issues, as we can no longer verify whether the damage or fault is attributable to a manufacturing defect or to use of the product.

If you identify a defect or damage within the 7-day window, please follow these steps:

• Send clear photographs of the damaged or defective product to support@belivane.com within 7 days of delivery
• Our team will promptly review and assess your claim
• If the defect is confirmed, we will arrange for a replacement item to be sent to you at no additional cost

Please note: Claims submitted after 7 days from the date of delivery will not be eligible for a replacement or refund under this policy.

Significant Discrepancy from Description

If you receive a product that significantly differs from our site's description or image:

• We will exchange it for another item or issue a full refund
• Please note: Minor variations between website imagery and the physical product may occur due to production methods. This includes differences in elements like stitching, tabs, stripes, or labels. Such variations are inherent to the process and do not constitute product defects.

Lost in Transit

If your product is lost in transit despite providing the correct address:

• We will reship the product to you promptly
• No additional cost to you

Shipping Costs

• All return shipping costs are the responsibility of the customer
• International returns: the customer is responsible for return shipping costs, duties, and taxes
• We strongly recommend using a tracked shipping method for all returns, as we cannot be responsible for parcels lost during return transit

Refund Processing

• Refunds will be processed within 5-7 business days of receiving the returned item
• Refunds will be issued to the original payment method
• Original shipping costs are non-refundable (except in confirmed cases of damaged or defective items reported within 7 days of delivery)
• Return shipping costs are non-refundable

All return and refund requests are reviewed on a case-by-case basis by our customer service team. While we always aim to handle each request with care and fairness, we reserve the right to assess whether a return or refund claim meets the conditions set out in this policy, and to decline requests that do not qualify. This may include, but is not limited to, items returned outside the eligible timeframe, items that show signs of use or wear, or claims that cannot be reasonably substantiated. Should a return or refund request not be approved, we will notify the customer and provide the reason for our decision.

Exchange Process

• Exchanges are processed as a return and new purchase
• If you wish to exchange an item, please indicate your preferred replacement in the return form
  

International Returns

• International customers are responsible for all return shipping costs
• The customer is responsible for any duties or taxes incurred during the return process
• All international returns must be shipped to our overseas warehouse; the exact address will be provided by our support team upon initiating your return

Special Circumstances

Lost Packages

• Report lost packages within 48 hours of the expected delivery date
• Provide tracking information if available
• We'll investigate with the shipping carrier and resolve the issue

Sale Items

• Items purchased on sale are eligible for return within the standard 30-day period
• Final sale items are not eligible for return unless defective

Contact Us

For any questions about our return policy or to initiate a return, please contact our customer service:
- Email: support@belivane.com
- Response Time: Within 24 hours

Policy Updates

We reserve the right to modify this policy at any time. Changes will be posted on our website and will not apply to orders placed before the changes were made.

Note: This policy complies with consumer protection laws and regulations. In case of any discrepancy between this policy and applicable laws, the law will prevail.