Returns Policy

Eligibility

• BAINA Apothecary products are not eligible for return or refund due to change of mind or buyer’s remorse.
• BAINA Towelling products are eligible for return.
• Sale or discounted items are final and not eligible for return, exchange, credit, or refund, including items purchased on promotion, discount, or on offer.
• Gift cards cannot be returned or exchanged for cash or credit. Any return paid for with a gift card will have the refunded value returned to the same gift card.

Exchanges

• We do not offer exchanges. To change an item, please return it for a refund and place a new order for the desired product.

Authorisation

• All returns require an authorisation number before being sent back to our facilities.
• To request a return, please complete the returns form below.

Item Condition

• Items must be returned in original, unused, and unwashed condition, with all product tags and packaging intact.

Return Period

• Returns must be received at our facilities within 28 calendar days of the original delivery date.

Return Shipping

• We recommend sending returns via a traceable service with signature release.
• BAINA is not responsible for lost packages or return shipping costs.

Refunds

• Refunds are issued for the value of the returned goods once received and processed, and will be made to the original payment method.
• Shipping costs from the original order and return costs are not refundable.
• Depending on your payment method, refunds may take up to 5 business days to appear in your account.

Right to Reject

• BAINA reserves the right to reject any return that does not include a valid authorisation number, is received in a used, damaged, or altered condition, or is returned outside the applicable policy period. Items that do not meet these requirements may be donated or returned to the nominated address at the customer’s expense.
• As individual skin sensitivities vary, customers are advised to conduct a patch test prior to using any BAINA Apothecary product. Refunds will not be provided for adverse skin reactions unless the product is determined to be faulty by BAINA.