Chapter 06 · The Return
The way back.
Sometimes a piece doesn't work out. When that happens we want the return path to feel as considered as the order itself. This page walks you through the window, the eligibility rules, the difference between a refund and store credit, and how to handle the edge cases.
One number to remember. Seven calendar days from delivery. Within that window, eligible items can come back. Outside it, they can't. Everything else on this page builds from that fact.
The window
7days
from delivery, calendar days
The clock starts the day the carrier confirms delivery, not the day you place the order. We use the carrier's tracking as the source of truth. To stay inside the window, write us at support@bannanna.com.br within seven days. We'll confirm the return and send instructions.
Returns must be approved before they ship. Unauthorized packages may be refused at the door and returned at the sender's expense.
What comes back
Eligibility, plainly.
The rules below cover the most common situations. Each line tells you whether something can come back, and the condition attached.
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Eligible
Unworn, unused, with the original tags, SKU labels, and packaging.
If the piece is in the condition it left São Paulo and falls inside the seven-day window, it can come back. Everything in this row is the baseline.
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Final sale
Swimwear and underwear.
Final sale. Cannot be returned or exchanged under any circumstance. The reason is hygiene, not policy theater. This applies to every region we ship to.
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Not eligible
Promotional and free items.
Items that came as gifts, bonuses, or with a promotional code aren't eligible for return or refund.
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Condition
All returns must be approved first.
Email us before you ship anything back. Unauthorized returns can be refused at our door and sent back at the sender's expense. The pre-approval step exists so we can confirm eligibility and send you the right return address.
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Condition
Return shipping and transit risk.
Return shipping is the customer's responsibility, except when the item is defective or we shipped the wrong one. We recommend a tracked service. We can't cover loss or damage during return transit.
Refund or credit
What's refundable, what's not.
Refunds cover the product itself. Everything else, the shipping that brought it to you, handling fees, and any customs paid on import, stays with the parties that received it. New shipping applies if you're placing a new order.
What gets refunded
The product value. The price paid for the item itself.
What doesn't
Original shipping. Handling fees. Import customs duties. Return shipping (customer pays). Return customs (customer pays). Promotional or free items.
How exchanges work
Exchanges are store credit.
We process exchanges as a return plus a gift code. The original item comes back, we inspect it, and we issue store credit for the product value. You use that credit on a future purchase, at your size, your color, your moment.
We don't ship replacement items directly. This is a small atelier with limited inventory; the store-credit model keeps stock available for everyone and the response time short for you.
Edge cases
When things don't fit the rule.
Most returns are routine. These four scenarios sit at the edges: what to do, what we cover, where the line is.
Defective
Something arrived defective.
Email support@bannanna.com.br within seven days of delivery with your order number and a photo of the defect. We cover everything: return shipping, replacement or refund, at no cost to you. Claims after seven days aren't eligible.
Wrong item
I received the wrong item.
Email us within seven days with your order number and the SKU we sent versus what you ordered. Same coverage as defective: we handle return shipping and resolution at no cost.
Customs return
Customs returned my package.
If a package is held or sent back because import duties weren't paid, BANNANNA does not refund the order, the original shipping, or any return customs fees. The shipping page covers why this works the way it does.
Processing
How long does the refund take?
Allow 7 to 10 business days after we receive and inspect the return. After that, refund timing depends on your bank or card issuer. Store credit lands faster: as soon as the inspection clears, you receive a gift code by email.
After the order
The relationship doesn't end at delivery.
If something needs to come back, we want that path to be clear. Write us within seven days, keep the piece in its original state, and we handle the rest. A return done well is part of the same care that goes into the piece itself.
BANNANNA Service · São Paulo