Refund policy
REFUND & RETURN POLICY
Last Updated: April 13, 2026
At Bionny, we strive to ensure that every order brings you complete satisfaction. In accordance with applicable consumer protection regulations in the jurisdictions where we operate, we provide a transparent framework for returns, cancellations, and delivery issues.
This policy operates in conjunction with our Terms & Conditions and our Shipping Policy.
1. RIGHT OF WITHDRAWAL (14 DAYS)
In compliance with EU and UK consumer laws, customers residing in those jurisdictions have 14 calendar days following the receipt of their package to notify us of their decision to return a product. Customers in other jurisdictions are subject to our standard return policy below.
- Condition: The product must be unused, in its original packaging, and in perfect condition for resale.
- Return Costs: Return shipping costs are the responsibility of the customer.
- The warranty does not cover damage resulting from improper use, impact, drops, accidents, or abnormal wear and tear.
2. ORDER CANCELLATION
- Within 12 hours of placing the order: A full refund is available upon request.
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After 12 hours: The order is sent to our logistics center.
- If the order has not yet been shipped, a refund can still be processed.
- If the order has already been shipped, you must receive the package and follow the return process.
3. DELIVERY AND RECEIPT ISSUES
Package Not Received:
- Standard Delays: We kindly ask for your patience during transit. Most orders arrive within our estimated 4–6 business day window.
- Missing Package (After 30 Days): In accordance with applicable legal standards, if your package has not arrived within 30 days, you are entitled to a full refund.
- Replacement (After 40 Days): If a package is officially confirmed as lost after a 40-day investigation period, we will ship a replacement at no additional cost to you.
Package marked as "Delivered" by the carrier:
- Once a package is marked as "Delivered" by the carrier, it is considered legally received.
- Bionny (SMART TECH ECOM LLC) is not responsible for theft or loss after delivery confirmation.
- In the event of a dispute, the customer must file a claim directly with the carrier.
4. VOLUNTARY RETURNS (UNOPENED / UNUSED)
If you change your mind:
- You may return the item within 14 days of receipt.
- Requirement: The product must be brand new, unopened, and in its original, intact packaging. To process a defective product claim, we may request photos or a short video showing the issue observed.
- Return Costs: Borne by the customer.
- Refund: A full refund will be issued following inspection and approval by our warehouse.
5. DEFECTIVE OR DAMAGED PRODUCTS
Any visible transport-related damage should be reported within 24 to 48 hours of delivery in order to facilitate the claims process with the carrier.
To guarantee a quick resolution and prevent fraudulent claims:
- Provide a clear video demonstrating the defect + your order number to contact@getbionny.com.
- Contact us first to receive the correct return address for your region. Do not simply return to the address on the shipping label without prior authorization.
- Provide the tracking number for the return shipment.
Validation Process:
- Confirmed Defective: You may choose a full refund (including return shipping costs) or a free replacement.
- Functional/Misused: If the product is found to be functional or damaged due to improper use, the refund will be denied.
6. REFUND TIMELINES
- Approved refunds are processed exclusively via the original payment method.
- Timeline: Please allow 5 to 10 business days for the funds to reflect in your account.
7. CONTACT US
For any return requests, please contact our support team:
- Email: contact@getbionny.com