Returns & Refunds
Details matter. Wherever possible we will provide high-quality images and detailed descriptions of all our products so you can see how each piece will find its home in yours. Please note that since every product is handmade from natural resources, there can sometimes be small variations between each item as a result of particular material or craftsmanship.
In the rare event a product has been delivered damaged or does not meet your expectations, we will do our best to replace and/or refund the item. Please take note that custom-build furniture and paintings are excluded from our return policy.
Below you'll find a step-by-step guide on how to return a product if you are not completely satisfied.
HOW DOES THE RETURN PROCESS WORK?
1. Send us a message via our contact form or an eMail with your concern to firstname.lastname@example.org
2. Once the return has been confirmed, you will receive the address where the item shall be send to in London. Please take note that for damaged items we may ask you for photo proof, needed for insurance purposes.
3. Please use the original packaging to wrap the product securely (including all protective wrapping if applicable) and send the item to the address provided.
We recommend using a tracked mail service. Return cost are to be covered in full by the customer. We do our very best to be able to offer free returns in future. Please take note of our return terms and condition below for further details.
HOW MUCH TIME DO I HAVE TO RETURN AN ITEM?
Once you received your order, you have 14 days to submit your return request at https://banbayu.myreturnscenter.com/
HOW WILL I BE REFUNDED AND HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
Once we have received the items, we will refund via the payment method you have used to pay the items. Under normal circumstances, this will take no longer than 5 (five) days after we have received and verified the products. Refunds will usually take up to 10 (ten) days to clear in your account.
CUSTOM BUILD FURNITURE (PER REQUEST) AND ORIGINAL PAINTINGS
Custom build furniture and original paintings are custom made for you based on pre-discussed requirements and therefore are excluded from returns. If however you received a damaged item, we will repair or replace the item free of charge. Once you signed for the product upon delivery, you have accepted that the item is in good order.
If you notice any damage within 14 days from the day when the items were delivered, and it can be proven that the item was already damaged when delivered, we will repair the item free of charge.
HOW MUCH DO I NEED TO PAY FOR RETURNS?
In the event of damaged item(s), Banbayu will be liable for all reasonable cost to either replace, return or repair the item(s) to ensure you are satisfied, as detailed below. If the product is simply not what you were expecting and you would like to return it, following charges apply:
- www.collectplus.co.uk (as per standard rates of Collect+)
www.royalmail.com (as per standard rates of Royal Mail)
Contact us for a collection quote. Cost are between £15 - £60 within UK mainland and depending on item(s). All other areas, we will quote based on territories.
Return cost are to be covered in full by the customer. We do our very best to be able to offer free returns in future.
Unwanted items must be returned within 14 days of receipt to qualify for a refund. We are unable to exchange unwanted items with a different item.
Please ensure all items are packaged securely and sufficiently to withstand delivery. Failure to do so may result in us being unable to refund you.
Please note that replacement items or refunds can not be issued until we have received the original items back to our warehouse.
Banbayu will issue a RMA number once we have received the information from your side that you want to return the goods. This number is important to track and process the goods for your satisfaction. We cannot accept any items without an RMA number.
Once we have received the return information from your side, you have 14 days to send the goods back to our warehouse Please note that we will not refund the initial delivery charges except if the item(s) are being returned due to damage or are faulty.
The cost of returning goods is your responsibility, unless stated otherwise, and the item(s) are your responsibility until they arrive at our warehouse.
Banbayu Limited does not take any responsibility for any returning item(s) until it has been received at our warehouse. For extra security, we recommend using our courier service to return a product. If you would prefer to use another provider, we recommend adding insurance to make sure the product returns safely and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
Can’t find the information you need? Please don’t hesitate to contact us