Refund policy

1. Overview

At beprana, we stand behind our products and your experience with us. This policy outlines the terms and procedures for returns, exchanges, and refunds for all purchases made through our website. By shopping with us, you agree to the conditions described below.

2. 15-Day Return Window

You have 15 days after receiving your item to request a return. To be eligible, the item must:

  • Be unused, unworn, unwashed, and in original condition
  • Include all tags and original packaging
  • Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or may qualify only for a partial refund.

3. How to Start a Return or Request a Refund

To begin a return or refund request, contact us at returns@beprana.co within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you want to return or exchange
  • The reason for your request
  • Clear photos, if applicable (especially for damaged or defective items)

Our team will respond with return instructions. Do not ship any items back until you receive return authorization.

4. Return Shipping Costs

  • If the return is due to our error (wrong, defective, or damaged item), we will provide a pre-paid return label.
  • For change of mind, incorrect size, or preference-based returns, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once your return is approved, items must be shipped back within 5 business days.

  • Items must be securely packaged to avoid damage in transit
  • We strongly recommend using a tracked shipping service and sharing the tracking number
  • Returns must be sent to:
    beprana
    1/526 Murray Road, Preston, Melbourne, VIC 3072 Australia

6. Exchanges

If you wish to exchange an item (for example, a different size or color):

  • We will confirm availability of the requested item before authorizing the return
  • Return shipping costs are the customer’s responsibility unless the item is defective
  • Once the original item is received and inspected, we will issue a store credit equal to the product value (excluding shipping fees)
  • Store credit can be used to place a new order

If the requested item is unavailable, the store credit may be used toward any other product.

6.1 Exchange Processing Time

After we receive your returned item, the replacement order will be shipped within 5 business days. Delivery times vary by location and are outlined in our Shipping Policy.

7. Refund Eligibility & Process

Refunds are issued only after the returned item is received and inspected and meets the conditions described in Section 2.

Refund timeline:

  • Inspection: 1–2 business days after receipt
  • Approval: Confirmation via email
  • Refund Issuance: Within 5 business days after approval
  • Bank Processing: 2–7 business days depending on your payment provider

If more than 15 business days have passed since refund approval and you have not received your funds, please contact us.

8. Partial Refunds or Return Denials

Items returned in used, damaged, or incomplete condition may not qualify for a full refund. In these cases, we may:

  • Issue a partial refund based on the item’s condition, which may be up to 50% of the product value, or
  • Return the item to you without a refund

All decisions are based on inspection results and will be communicated via email.

9. Sale and Promotional Items

Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same conditions as regular-priced items, provided they meet the standard return requirements.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or issue refunds for:

  • Gift cards
  • Items returned without original packaging, tags, or components not due to our error

11. Refund Method

All refunds are processed to the original payment method used at checkout. Refunds cannot be issued to alternative accounts, prepaid cards, or in cash.

12. International Returns and Refunds

International customers follow the same return procedures.

  • Defective, damaged, or incorrect items qualify for return assistance
  • For all other reasons, international customers are responsible for return shipping costs
  • Please mark packages as “Returned Merchandise” to help avoid customs fees
  • Refund processing times may vary depending on your bank or country.

Refund processing times may vary depending on country and bank policies.

12.1 Taxes and Duties

Any local taxes included in the product price are considered in refund or store credit calculations. Customs duties or import taxes charged by your country are non-refundable, as they are collected by government authorities.

13. Lost or Damaged Orders

If your order arrives damaged or is lost in transit, notify us within 7 days of delivery (or estimated delivery date). After verification with the carrier, we will issue a replacement or full refund based on your preference.

14. Contact Information

For questions about returns, exchanges, or refunds, contact us:

Email: returns@beprana.co
Address: 1/526 Murray Road, Preston, Melbourne, VIC 3072, Australia
Business Hours: Monday to Friday, 9:00 am – 6:00 pm