1. GENERAL
1.1. At Bano, we are committed to providing the highest quality workmanship. Whilst we hope you are delighted with your order; we do not offer any return or exchange under normal conditions.
1.2. "Normal conditions" typically refer to situations where the product is delivered as described, without defects or errors in workmanship, and meets the quality standards set by Bano. In such cases, Bano does not offer returns or exchanges. This policy is in line with our commitment to providing high-quality products and ensuring customer satisfaction.
2. DEFECTIVE PRODUCTS
2.1. At Bano, we prioritize quality assurance. Our quality checks include thorough inspections during manufacturing and packaging stages. We employ skilled professionals who meticulously examine each product for any flaws, inconsistencies, or damages.
2.2. Notification of Defect:
If you receive a product with defects, kindly notify us within 48 hours of receiving the item. Please contact our customer service team through +92 335 3800427 or banobyhya@gmail.com, and provide the following information:
- Order number or reference
- Description of the defect
- Clear photos or videos showing the defect
- Any other relevant details or documentation
2.3. Return Process:
We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Once received, we'll assess the defect and offer a resolution, which may include replacement, store credit, or refund (if eligible).
2.4. Thorough Investigation:
Upon receiving the defective product, we will conduct a comprehensive investigation, including visual inspections and documentation review, to determine the appropriate resolution.
2.5. Refund or Replacement:
Refunds are issued only in exceptional cases, at the discretion of the brand. Generally, we do not accept exchanges or refunds. Exceptions are made only in cases of verified defects.
3. CANCELLATION POLICY
3.1. Eligibility:
Customers can initiate a cancellation request within 24 hours of placing their order. After this timeframe, requests may not be accommodated. Cancellation is not possible for orders already processed or shipped.
3.3. Refund Process:
If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month. The expected timeframe for processing is 7-14 business days.
3.4. Exceptions:
The following items are exempt from cancellation and refund:
- Final sale items marked as non-returnable or non-refundable.
- Personalized or custom-made products where the production process has been initiated.
3.5. Procedure:
To initiate a cancellation, please contact our support team at +92 335 3800427 or banobyhya@gmail.com with your order number and reason for cancellation.
3.6. Communication:
Upon cancellation, customers will receive a notification via email and/or SMS confirming the status of the request.
3.8. Changes or Updates:
Any changes to the cancellation policy will be communicated via email and updated on our website. We recommend reviewing this policy periodically.
