FAQs

Shipping

 How long does shipping take?

  • After completing the product order, you can expect to receive your items within 2 to 7 business days.
  • Note that products are not shipped on weekends (Saturday and Sunday) or public holidays.
  • Occasionally, shipping may be delayed due to reasons like stock shortages, and in such cases, we will notify you via email or phone.

 

What shipping service is used?

  • We use UPS and USPS for shipping.

 

    Ordering

    How can I cancel or change my order?

    • Order cancellations are only possible before the product is dispatched. Once the product has been shipped, cancellation is not possible.

     

    Can I get a receipt?

    • When you order a product, an invoice (which can be used as a receipt) is included with your order. This invoice will list the purchaser's name, product name, price, shipping cost, and address.
    • An e-invoice containing your order details will be sent to you via email.

     

    What if I haven't received my ordered product?

    • If you haven't received your ordered product, please contact us through CONTACT US, and we will assist you promptly.

     

      Payment

      Is credit card transaction safe?
      • All pages are secured with SSL (HTTPS) encryption to maintain a reliable security system. All data, including information entered by users and sent by BANU, is encrypted during transmission, so you can use our service with confidence.

        After-Sales Service (A/S)

        • How is A/S conducted?
          • You must first submit an A/S request. This can be done via phone or on our website.
          • It takes up to 2 weeks to repair a product reported as faulty.
          • Once repaired, the product is shipped back to the customer via UPS or USPS.
          • For customers requiring service, please refer to the following details:
            • For free repairs within 6 months, you must submit the receipt.

          Time Since Purchase Repair Cost Shipping Cost A/S Request Method A/S Process Method
          Within 7 days Free Free Contact the place of purchase Exchange with a new product or refund
          Within 6 months Free Free Contact the place of purchase Send parts or collect and repair the product depending on the issue
          Over 6 months Paid Round-trip courier fee Contact the place of purchase Notify customer of repair cost, repair upon confirmation, and send the product back


        Exchange and Refund

        What are the warranty terms and conditions?

        • Within 7 days of the purchase date, you can exchange the product or get a refund at the place of purchase. (Purchase date is based on the delivery date).
        • Within 6 months, if the product fails due to a defect, it will be repaired for free. If the failure is due to customer mishandling, a fee will be charged. (Water and product damage are not covered under warranty).
        • After 6 months, repairs are chargeable at the service center. A receipt must be submitted.

        Can you explain the exchange and refund procedure?

        • Exchanges and refunds can be requested within 7 days of receiving the product.
        • If the product is defective or incorrectly delivered, a full refund or exchange is possible. For returns due to change of mind, 20% of the product price is charged as a restocking fee.
        • For exchange or refund requests, please contact us through CONTACT US.
        • Please ensure the product is not damaged when returning it.

         

        What are the costs for exchange and return?

        • In cases of product defects or incorrect delivery, all costs are covered by BANU. However, for exchanges or returns due to change of mind, the customer must bear the shipping costs.

        What is the refund procedure after cancellation?

        • If an order is canceled, credit card approvals are canceled and refunds are processed in the case of PayPal transactions.