Refund policy

RETURNS AND REFUNDS POLICY

At Sibanna, we want you to be satisfied with your purchase. If you need to make a return, please check the following conditions:

1. RETURN PERIOD

You have 14 calendar days from receipt of your order to request a return.

Once your request has been approved, the item must be posted within the timeframe specified by our customer service team.

2. CONDITIONS FOR ACCEPTING A RETURN

For a return to be accepted, the item must meet the following conditions:

- It must be unused, unwashed and in perfect condition.
- It must retain its tags, original packaging and any accessories.
- It must not have any odours, stains, make-up marks, perfume, deodorant, pet hair or any signs of use.
- It must be returned properly protected to prevent damage during transit.

We reserve the right to refuse a return if the item does not meet these conditions.

3. PRODUCTS THAT CANNOT BE RETURNED

For hygiene reasons, we do not accept returns of:

• Lingerie.
  - Underwear.
  - Swimsuits or bikinis if the hygiene seal has been removed.
  - Personal care accessories.
  - Products that have been used, washed, damaged or tampered with.

4. HOW TO REQUEST A RETURN

To initiate a return, please email us at:

support@sibanna.com

In your email, please include:

- Order number.
- First name and surname.
- The email address used for the purchase.
- The product you wish to return.
- Reason for the return.
- Photographs of the product in the event of a fault, error or damage.

Please do not send any products back until you have received confirmation and return instructions from our team.

5. RETURN POSTAGE COSTS

The cost of returning the product will be borne by the customer, unless the product received is faulty, incorrect or arrived damaged.

In the event of a faulty or incorrect product, we will review the case and advise you of the appropriate solution.

6. REFUNDS

Once we have received and inspected the returned product, we will notify you whether the return has been approved or rejected.

If the return is approved, we will issue a refund via the same payment method used for the purchase.

It may take several days for the refund to appear in your account, depending on your bank or payment platform.

7. SIZE OR PRODUCT EXCHANGES

We do not currently offer direct size or product exchanges.

If you would like a different size or model, you will need to request a return of the item you received and place a new order in our shop.

8. ORDERS IN TRANSIT

Once an order has been prepared or dispatched, it may not always be possible to cancel it.

If you wish to cancel an order, please contact us as soon as possible at:

support@sibanna.com

If the order has already been dispatched, you will need to wait until you receive it and follow the returns procedure set out in this policy.

9. DAMAGED, FAULTY OR INCORRECT PRODUCTS

If you receive a faulty, damaged or incorrect product, you must contact us within 48 hours of receiving the order.

To enable us to process your claim, please send us clear photographs of the product, the packaging and the delivery label.

We will review your case and offer you an appropriate solution.

10. RETURN ADDRESS

The return address will be provided by our team once your request has been approved.

Returns sent without prior authorisation or to addresses other than those specified by our team will not be accepted.

11. CUSTOMER SERVICE

If you have any queries regarding returns, refunds or orders, please contact us at:

support@sibanna.com

Our team will review your enquiry and respond as soon as possible.