Returns & Refund Policy

Last updated: May 2026

1. Returns Window

We offer a 14-day return period from the date you receive your order. If 14 days have passed since delivery, we are unable to accept a return or issue a refund unless the item is covered by the 2-year product warranty.

2. Eligibility for Returns

To be eligible for a return, your item must be:

• Unused and in its original condition
• Returned in the original packaging
• Accompanied by proof of purchase (your order reference)

Items that are not in their original condition, are damaged due to customer use, or are missing parts for reasons not due to our error are not eligible for a full refund.

3. How to Request a Return

Please contact our support team with your order reference and reason for return. We will respond within one business day with return instructions.

For damaged or faulty items, please include photos clearly showing the issue. Please contact us within 48 hours of receiving the item.

4. Return Shipping Costs

• Change of mind returns: The cost of return postage is the customer's responsibility.
• Faulty or damaged items: We will cover the cost of return shipping.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–7 business days.

Please note that your bank or card issuer may take additional time to post the credit to your account.

6. Late or Missing Refunds

• First, check your bank account or card statement.
• Contact your card issuer — it may take a few days before your refund is officially posted.
• If you have done all of the above and still have not received your refund, please contact us.

7. Cancellations

You may cancel your order from the My Orders page before it is dispatched. Once an order has been dispatched, it can no longer be cancelled — please use the returns process instead.

8. Product Warranty

All products sold on Bysana are covered by a 2-year warranty in accordance with EU consumer law. If your product develops a fault outside the 14-day return window but within 2 years of purchase, please contact us and we will assist you with a repair, replacement or refund as appropriate.

9. Contact Us

If you have any questions about our returns and refund policy, please get in touch via our Contact Us page.