Refund policy


At Binaaya, we truly value your trust and want you to have a smooth and enjoyable shopping experience with us. Every product is carefully checked before it is packed and shipped. However, if you receive a damaged item, a defective product, or an incorrect order, we are here to assist you.

Please take a moment to read our Return, Exchange & Refund Policy carefully so that you know exactly how the process works.

1. Eligibility for Returns

We accept returns only in the following situations:

  • The product is damaged during transit.

  • You receive a defective or faulty item.

  • You receive a wrong product or wrong size compared to what you ordered.

  • The item is significantly different from the product shown on our website.

To be eligible for a return, you must contact us within 48 hours of receiving your order.

Requests made after this timeframe may not be accepted.

2. Conditions for Return Approval

For a return to be approved, the product must meet all of the following conditions:

  • The item must be unused, unworn, and unwashed.

  • All original tags, labels, and packaging must be intact.

  • The original seal tag must remain attached and unbroken.

  • An opening/unboxing video must be provided for verification.

  • The product should be returned in the same condition in which it was delivered.

  • The item must not have any stains, perfume, makeup marks, damage, or signs of use.

If the returned product does not meet these conditions, we reserve the right to reject the return request.

3. How to Request a Return

If you believe your order qualifies for a return, please email our support team with the following details:

  • Your Order ID

  • A brief description of the issue

  • Clear photos of the product

  • Photos of the outer packaging

  • An opening/unboxing video

Email: binaaya.in@gmail.com

Our team will review your request and respond within 1–2 business days.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or incorrect, please do not use the item.

Once we verify the issue, we will offer one of the following solutions:

  • A replacement of the same product, or

  • A refund to the original payment method, depending on availability and the nature of the issue.

Please note that claims for damaged, defective, or incorrect products require photographic evidence and may require an opening/unboxing video for verification.

5. Exchange Policy

We understand that sometimes a different size may be needed.

We offer exchanges for eligible products, subject to stock availability.

To request an exchange:

  • Contact us within 48 hours of delivery.

  • Ensure the product is unused and in its original condition.

  • Mention the size or variant you would like to receive.

  • Only one exchange is allowed per order. Any additional exchange requests for the same order will not be accepted.

If the requested item is unavailable, we will offer:

  • Store credit, or

  • A refund, if applicable.

6. Refund Policy

Once the returned product reaches our warehouse, it will undergo a quality inspection.

If the return is approved, the refund will be initiated within 5–7 business days.

The refund will be processed to the original payment method used while placing the order, unless otherwise communicated.

Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.

You will receive a confirmation email once the refund has been successfully processed.

7. Non-Returnable & Non-Refundable Items

For hygiene, promotional, and operational reasons, the following items are not eligible for return or refund unless they arrive damaged or incorrect:

  • Products purchased during clearance or final sale.

  • Items bought using special discounts or promotional offers.

  • Gift cards.

  • Personalised or customised products.

  • Products that have been used, washed, altered, or damaged by the customer.

8. Order Cancellation

You may cancel your order before it is dispatched from our warehouse.

Once the order has been shipped, it cannot be cancelled.

If the cancellation is approved before dispatch, the order value will be processed as store credit within 5–7 business days.

9. Shipping Charges

Please note that the following charges are generally non-refundable:

  • Original shipping fees.

  • Cash on Delivery (COD) charges.

  • Express or priority delivery charges.

  • Any other service fees applied at checkout.

These charges will only be refunded if the return is due to an error on our part (such as sending the wrong or damaged product).

10. Return Pickup Process

In eligible cases, we may arrange a return pickup through our courier partner.

If pickup service is not available in your area, you may be asked to ship the product back to us. In such cases, our support team will guide you through the process.

Please do not send any product back without receiving confirmation from our team.

11. Quality Check Before Approval

Every returned item is carefully inspected by our quality team.

We reserve the right to reject returns if:

  • The product is used or damaged by the customer.

  • The seal tag, tags, or original packaging are missing or damaged.

  • The item is returned in an unsellable condition.

  • The return request does not match the issue reported.

  • The required opening/unboxing video is not available when requested for verification.

If a return is rejected, the product may be sent back to the customer.

12. Need Help?

We are always happy to assist you with any questions regarding your order, returns, exchanges, or refunds.

Customer Support Email: binaaya.in@gmail.com

Phone / WhatsApp: +919898120939

Support Hours: Monday to Saturday | 10:00 AM – 6:00 PM

Thank you for shopping with Binaaya. We appreciate your support and remain committed to providing quality products and reliable customer service.