Refund policy
Effective Date: March 19, 2026
Introduction
At Bellascena, we want every customer to shop with confidence. This Return & Refund Policy explains how returns, refunds, replacements, damaged items, defective items, incorrect items, missing items, and refused or unclaimed deliveries are handled.
Please read this policy carefully before placing an order. By placing an order through our website, you agree to the terms of this Return & Refund Policy, unless mandatory consumer protection laws provide otherwise.
This policy applies to products purchased directly through our website, subject to the return conditions and exclusions stated below.
30-Day Return Period
Customers may request a return within 30 calendar days from the date the order was delivered.
To be eligible, the return request must be submitted within the 30-day period. Return requests submitted after this period may not be accepted, unless required by applicable law.
This 30-day return period applies to standard change-of-mind returns. It does not limit any statutory rights or remedies that may apply to damaged, defective, incorrect, misdescribed, or otherwise non-conforming products.
Return Conditions
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, misdescribed, or otherwise does not conform to the order, the customer should contact us as soon as reasonably possible.
Where possible, customers should report the issue within 30 days of delivery so that we can investigate it promptly.
This reporting timeframe does not limit any statutory rights or remedies available under applicable law.
The customer should include:
- Order number
- Description of the issue
- Clear photos or videos showing the item, packaging, and shipping label where relevant
Once the issue has been reviewed and verified, Bellascena may offer one of the following solutions:
- A refund
- A replacement of the same item
- A suitable alternative solution
- Paid return shipping if we require the item to be returned
If Bellascena confirms that the item is damaged, defective, or incorrect, the customer will not be required to pay return shipping costs when we specifically request the item to be returned. In such cases, we may provide a return label, reimburse reasonable return shipping costs, or provide other return instructions.
Damaged, defective, or incorrect items remain eligible for review even if the product would normally not qualify for a standard return due to its condition, category, or hygiene requirements.
Missing Items
If an item is missing from an order, the customer should contact us as soon as possible, preferably within 5 calendar days of the final delivery confirmation.
This timeframe helps us investigate the shipment promptly but does not limit any rights available under applicable law.
Before contacting us, the customer should check whether the order was shipped in multiple packages and whether more than one tracking number was provided.
We may request photos of the package, shipping label, packaging materials, and items received to help investigate the issue.
If we confirm that an item was missing from the shipment, we will provide an appropriate remedy, which may include a replacement or refund.
How to Request a Return
To request a return, customers must contact our customer support team at:
The return request should include:
- Order number
- Customer name
- Email address used for the order
- Product name
- Reason for return
- Photos or videos, if the item is damaged, defective, incorrect, or missing parts
All return requests must be reviewed before the item is sent back. This helps us confirm eligibility, provide the correct return instructions, and ensure the return is sent to the correct return address.
Return Approval and Instructions
After a return request has been reviewed, we will send return instructions if the return is eligible.
Return instructions may include the approved return address, packaging instructions, required documentation, and any other steps needed to process the return.
Customers must follow the return instructions provided by Bellascena. Returns sent to the wrong address or sent without the required order information may be delayed or may not be processed.
Authorized Return Address
Approved returns must be sent to the authorized return facility below, unless Bellascena provides different return instructions by email.
Return Address: Recipient: Holly Huang
Phone: +86 135 5671 5849
Address Line 1: 3rd Floor, Building 2, Baiwei Industrial Park
Address Line 2: No. 170 Xiangshan Road, Qinghuang Village
City: Dongguan
State/Province: Guangdong
Postal Code: 523000
Country: China
Customers must not send returns to any other address unless instructed by Bellascena. Returns sent to the wrong address may be delayed, lost, refused, or not processed.
Return Shipping Method
Customers must use a trackable shipping method when returning items.
Customers should keep proof of shipment and tracking information until the return has been fully processed.
Bellascena is not responsible for return shipments that are lost, delayed, damaged, or delivered to the wrong address because the customer used an incorrect address, non-trackable shipping method, or failed to follow the return instructions.
Return Shipping Costs
Customers are responsible for all return shipping costs for standard returns.
Standard returns include returns due to reasons such as ordering the wrong item, choosing the wrong size, changing your mind, or no longer wanting the product.
Return shipping costs are non-refundable unless otherwise required by applicable law or unless Bellascena confirms that the item arrived damaged, defective, or incorrect and asks the customer to return it.
If an item is confirmed to be damaged, defective, or incorrect, Bellascena may offer a refund, replacement, suitable alternative solution, or paid return shipping if a return is required.
Refused or Unclaimed Deliveries
If a customer refuses delivery, does not collect a package, or fails to follow carrier instructions, the package may be returned, delayed, abandoned, or handled according to the carrier’s procedures.
Refunds for refused or unclaimed deliveries are not guaranteed. If a refund is approved, any reasonable costs incurred may be deducted from the refund where permitted by law.
Refunds
Approved refunds are issued to the original payment method used for the order.
Returned items are inspected after they arrive at the approved return location. Inspection is typically completed within 1–2 business days after arrival.
If the return is approved after inspection, the refund will be processed within 5 business days.
The time required for the refund to appear in the customer’s account may vary depending on the payment provider, bank, or card issuer.
Customers will receive a confirmation email once the refund has been processed.
Partial Refunds
A partial refund may be issued if an item is returned in a condition that does not fully meet the return requirements.
This may apply if the item is returned used, worn, washed, altered, damaged by the customer, missing tags, missing hygiene liners, missing accessories, missing packaging, or otherwise not in its original condition.
Partial refunds are assessed based on the condition of the returned item and any reduction in value.
Refused Returns
A return may be refused if:
- The return request was submitted after the return period
- The item does not meet the return conditions
- The item was sent to the wrong address
- The item is used, worn, washed, altered, stained, scented, damaged by the customer, or missing required components
- The item is missing original tags, labels, hygiene liners, protective seals, accessories, or packaging materials where applicable
- The customer cannot provide sufficient order information or proof of purchase
- The return appears to involve fraud, abuse, or misuse of this policy
If a return is refused after inspection, the customer may not be eligible for a refund. Where appropriate, we may contact the customer to discuss available options.
Exchanges
We do not offer direct exchanges.
Customers who want a different size, color, or product should request a return for the eligible item and place a new order separately.
If the item received was damaged, defective, or incorrect, we may offer a replacement instead of requiring the customer to place a new order.
Order Cancellations
Cancellation requests should be submitted as soon as possible after an order has been placed.
Bellascena will make reasonable efforts to cancel the order before it is shipped. However, once processing or fulfilment has begun, we may be unable to stop or modify the order.
If a cancellation request is approved before shipment, any payment already received will be refunded to the original payment method within 5 business days.
If the order has already been shipped, the customer may request a return after delivery in accordance with this Return & Refund Policy.
Submitting a cancellation request does not guarantee that the order can be cancelled before shipment.
Nothing in this section limits any statutory cancellation, withdrawal, or consumer rights available under applicable law.
Late or Missing Refunds
If a refund confirmation has been sent but the customer has not received the funds, the customer should first allow additional time for their payment provider, bank, or card issuer to process the transaction.
If the refund still has not appeared after a reasonable processing period, the customer may contact our support team for assistance.
Policy Updates
Bellascena may update this Return & Refund Policy from time to time to reflect operational, legal, or business changes.
The version published on our website at the time of purchase will generally apply to that order, unless applicable law requires otherwise.
BUSINESS INFORMATION
Brand Name: Bellascena
Owned and Operated By: QJ Global Group LLC
Address: 1201 North Market Street
Suite 111
Wilmington, DE 19801
USA
Contact details
Email: support@bellascena.com
Phone: +1 302 579 5377
Contact form: click here
Customer service
Support hours: Monday to Friday, 8:00 am – 5:00 pm (EST)
We aim to respond within 24 hours.