Refund Policy

Last updated: 27 May 2026

We want you to love your Bana Bilaka piece. Because every item is made to order as part of our print-on-demand model, we cannot accept returns for change of mind, wrong size selection, or buyer’s remorse. However, we stand fully behind the quality of our products and will replace or refund any item that arrives defective, damaged, or incorrect.

This policy is in addition to your statutory rights under the UK Consumer Rights Act 2015 and applicable EU consumer protection law.

1. Eligible for Refund or Reprint

You can request a free reprint or full refund if:

The product arrived damaged (tear, stain, broken packaging affecting the item)
The product has a printing defect (faded print, incorrect placement, smudging)
You received the wrong item, size, or design (our error, not yours)
The product was lost in transit (confirmed non-delivery)

2. Not Eligible for Refund

We cannot offer refunds or returns for:

Wrong size ordered by the customer (please consult our size guide before ordering)
Change of mind
Slight variations in colour due to screen calibration or batch-to-batch print variation (inherent to print-on-demand)
Damage caused by improper washing or care (please follow the care label)
Items returned without prior authorisation

3. Time Window

You must contact us within 14 days of receiving your order to be eligible for a refund or reprint. Requests received after this window may not be accepted.

4. How to Request a Refund or Reprint

Email hello@banabilaka.com with:

Your order ID (found in your confirmation email)
A clear photograph of the issue (showing the defect, damage, or incorrect item)
A short description of the problem

Our customer service team will review your request within 2 business days and respond with next steps.

5. Resolution

If your claim is approved, you can choose between:

A free reprint — we re-make and re-ship the item at no cost to you
A full refund — issued to your original payment method within 5–10 business days

You will not be asked to return the defective item in most cases (we believe this is wasteful and slow). Please dispose of or donate the item as you see fit.

6. Order Cancellations

If you change your mind, you can cancel your order within 2 hours of placing it by emailing hello@banabilaka.com with your order ID. After 2 hours, production has typically begun and cancellation is no longer possible.

7. Size Guide

To avoid sizing issues, please consult the size guide available on every product page before ordering. If you are unsure, contact us at hello@banabilaka.com and we will be happy to help you choose.

8. Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a consumer under the UK Consumer Rights Act 2015 or applicable EU consumer protection law, including the right of withdrawal where it applies. Please note that under both UK and EU law, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised, which includes print-on-demand items. However, this exemption never overrides your right to a refund or replacement for defective goods.