Our Policies

Please read these policies carefully before placing your order. By purchasing from BELNAY, you agree to the terms below.

1. Returns & exchanges

If your order is not as expected, you may request a return within 14 days of receiving it.

Returns are accepted under our conditions. Return shipping costs are the customer’s responsibility.

Exchanges are not offered. Product details, materials, sizing guidance, and photos are shown on each product page so you can choose with care before ordering.

Questions? Email us at hello@belnay.com — we are happy to help.

2. Refund eligibility

Refunds are issued only when the issue is caused by a verified error on our side. Eligible situations include:

  • Wrong product or incorrect colour received
  • No valid tracking from our shipping partner, resulting in non-delivery
  • An address or order processing error made by our team
  • Any other confirmed internal error that caused incorrect delivery or non-delivery

Requests must be made within a reasonable time and supported by clear photo or video evidence. Claims without enough proof may not be approved.

3. Customer responsibility

BELNAY is not responsible for non-delivery or failed delivery in these cases, and refunds will not be issued:

  • Incorrect or incomplete shipping address entered at checkout
  • No valid phone number provided for courier contact
  • Failure to collect the parcel in time, resulting in return to sender or disposal by the carrier

Please double-check your details before completing your order.

4. Shipping issues outside our control

Once a parcel has been handed to the carrier, delivery is largely outside our direct control. This includes, but is not limited to:

  • Customs or border delays
  • Parcels held, returned, or confiscated by customs
  • Lost or stolen parcels after delivery is marked complete
  • Incorrect delivery by the courier despite a correct address
  • Weather, strikes, or other unforeseen disruptions

We will always try to help where we can, but refunds cannot be offered for issues outside our responsibility. Contact us if you need support finding a practical next step.

5. Order cancellations & changes

Orders can only be cancelled or changed within 1–3 days of being placed. You can:

Once an order has been processed (typically within 1–3 business days), it can no longer be cancelled, changed, or refunded. This helps us keep fulfilment efficient for every customer.