Your Satisfaction Matters to Us
At FINABAYA, we want you to feel confident with every purchase. We carefully work with our suppliers and fulfilment partners to provide a smooth shopping experience.
However, we understand that sometimes a product may not meet your expectations or an order may not arrive as intended.
Our Returns & Exchanges Policy explains how we handle returns, replacements, and refunds, making the process as straightforward and transparent as possible.
1. Return Eligibility
We generally accept return requests within 30 days of delivery, provided the following conditions are met:
- The product is unused and in its original condition.
- The product is returned with its original packaging, accessories, and labels, where applicable.
- The item is not damaged as a result of misuse or improper handling.
- Proof of purchase or a valid order number is provided.
Some products may be subject to additional return restrictions for hygiene, safety, personalization, or other legitimate reasons. Any applicable restrictions will be communicated before purchase.
Nothing in this policy limits any mandatory consumer rights available under the laws applicable to your purchase.
2. Items Eligible for Return
You may request a return or replacement in situations such as:
- You received a product that is defective or damaged.
- You received an item different from the one you ordered.
- Your order contains missing parts or accessories.
- The product has a manufacturing defect.
- You changed your mind and the product meets our return eligibility requirements.
Each request will be reviewed individually to determine the appropriate resolution.
3. Items That May Not Be Eligible for Return
For legitimate reasons, certain products may be excluded from standard change-of-mind returns, including:
- Personalized or custom-made products.
- Products that cannot be returned for hygiene or safety reasons once opened or used.
- Digital products or downloadable content, where applicable.
- Items clearly identified as non-returnable before purchase.
- Products damaged through misuse, neglect, or unauthorized modification.
These exclusions do not apply where a product is defective, incorrectly supplied, or where applicable law provides otherwise.
4. How to Request a Return
We aim to make the return process as simple as possible.
Follow these steps:
Step 1 – Contact Us
Send an email to our Customer Care team within 30 days of receiving your order.
Step 2 – Provide Order Details
Include the following information:
- Your order number.
- The name of the product you wish to return.
- The reason for your return request.
- Photographs or videos, if the product is damaged, defective, or incorrect.
Step 3 – Wait for Return Instructions
Our team will review your request and provide instructions regarding the next steps, including the appropriate return destination where a physical return is required.
Please do not send products back without receiving return authorization and instructions from our team.
Step 4 – Return the Product
If a return is approved, carefully package the product and follow the instructions provided.
Step 5 – Refund or Replacement
Once the returned item has been received and inspected, or the reported issue has otherwise been verified, we will notify you of the outcome and the applicable resolution.
5. Damaged, Defective, or Incorrect Items
We are sorry if your order does not arrive in the expected condition.
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible, preferably within 7 days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the problem.
- Clear photographs or videos showing the issue.
- Photographs of the external packaging, where relevant.
Depending on the circumstances, we may offer:
- A replacement product at no additional cost.
- A full refund.
- A partial refund, where appropriate and agreed upon.
- Another suitable resolution in accordance with applicable consumer protection laws.
For verified damaged, defective, or incorrect items, FINABAYA will cover reasonable return or replacement shipping costs where a physical return is necessary and required under applicable law or our approved resolution.
6. Exchanges
If you wish to exchange a product for another size, colour, or variation, please contact our Customer Care team.
Exchanges are subject to product availability and supplier fulfilment arrangements.
Where a direct exchange is not possible, we may recommend returning the eligible item for a refund and placing a new order.
Our team will explain the available options before proceeding.
7. Refund Policy
Once your return has been approved and any required inspection has been completed, your refund will be processed to your original payment method whenever possible.
Please allow:
- Return inspection: Generally 3–5 business days after receipt of the returned product.
- Refund processing: Generally 5–10 business days after refund approval, depending on the payment provider and financial institution.
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.
Where applicable, the original shipping fee and any other charges will be refunded in accordance with the reason for the return and applicable consumer protection laws.
8. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
For defective, damaged, or incorrectly supplied products:
FINABAYA will arrange or cover reasonable return shipping costs where applicable.
For change-of-mind returns:
The customer may be responsible for the return shipping costs, provided this is permitted by applicable law and was properly disclosed.
Because we work with international suppliers, return destinations may differ depending on the product and fulfilment location. Our team will provide the appropriate return instructions.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will do our best to accommodate cancellation requests before the order enters fulfilment or is dispatched.
Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, you may request a return in accordance with this policy and applicable law.
10. Late or Missing Refunds
If you have received confirmation that your refund has been processed but the amount has not appeared in your account:
- Check your original payment method or account statement.
- Contact your bank or payment provider to confirm whether the refund is pending.
- If the refund is still missing, contact our Customer Care team with your order number and refund confirmation details.
We will be happy to assist you in following up on the matter.
11. International Returns
As FINABAYA works with international suppliers and fulfilment partners, return arrangements may vary depending on the product and destination country.
In some cases, an item may need to be returned to an international fulfilment centre rather than to our business address.
We will communicate the appropriate return destination and any relevant instructions before you send the product.
Customers should not independently ship products to supplier addresses without prior authorization from FINABAYA.
12. Contact Customer Care
If you have questions about returns, exchanges, or refunds, our Customer Care team is ready to assist.
Email: [Insert Customer Care Email]
Please include your order number in your enquiry to help us identify your purchase and respond more efficiently.
Our Commitment
At FINABAYA, we believe that trust is built through transparency, fairness, and responsible customer care.
We appreciate every customer who chooses to shop with us, and we are committed to handling every concern with attention and respect.
Thank you for shopping with FINABAYA.
FINABAYA — Inspired by Values. Designed for Everyday Living.
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