Returns & Refunds policy

At BIANEMA, customer satisfaction is very important to us. We carefully inspect and package every order before shipment to ensure that all products arrive in excellent condition.

Because our products are shipped internationally from China and involve hygiene-sensitive skincare and haircare items, we maintain a strict Return & Refund Policy to protect product integrity, customer safety, and operational efficiency.

No Returns Accepted

We do not accept returns, exchanges, or cancellations once an order has been shipped.

Due to the nature of cosmetic and personal care products, returned items cannot be restocked or resold for hygiene and safety reasons.

Damaged or Broken Products

A refund may only be considered if the product arrives severely damaged, broken, or unusable upon delivery.

To request a refund for a damaged item, customers must:

• Contact us within 7 days of receiving the order

• Send an email to hola@bianema.com

• Provide:

  • Clear photos of the damaged product

  • A video clearly showing the issue

  • Photos of the shipping box and packaging

  • A brief explanation of the situation

This information is required so our team can properly investigate the claim with the shipping carrier and fulfillment center.

Important Conditions

• Claims submitted after the 7-day period will not be accepted.

• Refunds will not be issued for:

  • Minor packaging imperfections

  • Delays caused by customs or carriers

  • Products damaged due to misuse, improper handling, or normal wear after delivery

  • Customer dissatisfaction related to personal preference or expected results

Refund Approval Process

Once your claim is reviewed and approved by our support team, the refund will be processed to the original payment method.

Please note that processing times may vary depending on your bank or payment provider.

Contact

For all refund-related inquiries, please contact:

Email: hola@bianema.com

We appreciate your understanding and support of our brand. Our policies are designed to ensure fairness, product safety, and the highest quality experience for all customers.