Refund policy

EXCHANGES AND RETURNS · Everything you need to know

We want you to love your BILANNA COLLECTION piece. If you need to exchange an item or exercise your right of withdrawal, you can do so under the conditions below.

EXCHANGES

You have 14 calendar days from receipt of your order to request an exchange.

For us to accept an exchange, the piece must be in good condition and show no signs of use. Whenever possible, it should retain its original packaging and accessories.

For exchanges requested by the customer, the customer will bear both the return shipping costs and the shipping costs for the replacement piece.

In the event of a defective or damaged product, or an error in the order, BILANNA COLLECTION will bear the applicable costs.

To request an exchange, email hello.bilannacollection@gmail.com with your order number and the product you wish to exchange. We will provide instructions and the return address.

RETURNS AND RIGHT OF WITHDRAWAL

For distance purchases, you have a statutory right of withdrawal for 14 calendar days from receipt of your order, subject to the exceptions provided for by applicable law.

To exercise this right, you can notify us in writing at hello.bilannacollection@gmail.com within that period. You do not need to give a reason.

Where legally applicable, the customer will bear the direct return shipping costs, provided that this information has been communicated in advance.

Once you have exercised your right of withdrawal, we will issue the refund in accordance with the time limits and conditions established by applicable law.

DEFECTIVE PRODUCTS OR ORDER ERRORS

If you receive a defective or damaged product, or a product different from the one you ordered, email hello.bilannacollection@gmail.com with your order number and, if possible, photographs of the product.

In these cases, BILANNA COLLECTION will bear the costs required by law and offer an appropriate solution, which may consist of an exchange, repair, replacement or refund, as applicable.

HOW TO REQUEST AN EXCHANGE OR RETURN

Email hello.bilannacollection@gmail.com and include:

  • Order number.
  • Product you wish to exchange or return.
  • Type of request.

We will reply with the instructions needed to complete the process.