Refund Policy

 We, Banjong Studio, is a small, privately-owned fashion house making our mark in the fashion and technology industries. Our skilled artisans, trained by our own team, are compensated fairly and promptly. We provide our artisans with career advancement opportunities to enhance their skills and techniques, which we incorporate into our diverse designs to ensure favorable payment. Every aspect, from design to pattern-making to packaging, is carried out by our dedicated Banjong Studio family. Each piece is meticulously handcrafted by our team and custom-made, taking 7-14 business days. However, if we have ready-to-ship items in our warehouse, the delivery time is significantly shorter. We firmly believe that this approach paves the way for a more environmentally friendly, sustainable, and personalized future in fashion. While we aspire to provide the exceptional purchasing experiences offered by renowned fashion e-commerce companies like Revolve, Net-a-porter, and SSense, we regretfully must consider certain economic realities when it comes to our refund policy. Just the shipping cost from our headquarters in Laos to the US or Europe alone amounts to $50.

In order to address a commonly overlooked issue, we regret to inform you that we cannot accommodate requests for full refunds unless the merchandise is found to be faulty. This policy is especially relevant in cases where customers are unaware that an item is a pre-order, even though this information is clearly stated on the product page, just below the "Add to Cart" button. Our intention with this level of transparency is to assist you in making well-informed purchasing decisions.

We would greatly appreciate it if you would consult with us prior to placing an order if you have any uncertainties regarding your measurements or desired size if you would like to ensure the style is suitable for you, if you wish to learn more about the fabric composition, or if you need accurate information on the lead time for receiving the item. Our team will endeavor to provide you with the most helpful information and will include relevant photos and videos. Additionally, if you require expedited processing for a special occasion, we will do our utmost to accommodate your request.

We firmly believe that this approach will aid you in making more informed decisions and will result in fewer exchanges or returns. Ultimately, this will result in reduced shipping between our headquarters in Laos and your location, contributing to a greener Earth.

Lastly, we understand that our policy may not be ideal for you as a customer. We genuinely value your feedback and are always actively seeking ways to improve your purchasing experience at Banjong Studio. 

 

Cancellation Policy

 For all orders  (Standard, Pre-Order and Made-to-order) 

Should you decide to cancel your order, please reach out to us as quickly as possible via email at info@banjongstudio.store only (Please note our hours of operation are Monday to Friday, 9am to 5pm (+7 GMT)). Whilst we cannot guarantee your order can be cancelled, order cancellation or modification requests are handled on a case-by-case basis. Please note once an order has reached a certain point in processing it cannot be modified or cancelled. Once the order has been shipped, it cannot be modified or cancelled.

 

Exchange & Return Policy 

 

While we at Banjong Studio try our best to present to you our design pieces, occasionally, purchases may not be what you imagined it to be. If for any reason you would like to exchange or return your item/s, they can be returned for a credit note of the same value of your returned items or in exchange for other design pieces available on www.banjongstudio.store . Please note certain items, as stated in their respective product page, will not be eligible for any exchange and return. 

We apologize in advance for the multiple steps and guidelines involved in the Exchange and Return process as they are designed to protect both you, our dear customers, and Banjong Studio. Please reach us via email at info@banjongstudio.store and our team will guide you through the process step-by-step – please quote your order number and reason for return in order for us to process the return efficiently and swiftly. 

Exchange and Returns are to be handled on a case-by-case basis provided that all the process and guidelines outlined below are strictly observed:

- If you would like to return or exchange an item purchased on www.banjongstudio.store please contact us for a return authorization within 7 business days from date of delivery receipt. Once the return or exchange is approved, our team will send you an Exchange or Return Approval. Please note receipt of Exchange or Return Approval is not a guarantee of successful exchange or return yet.

- Within 7 business days of you receiving the Exchange or Return Approval, please ship back the item/s to Banjong Studio HQ. Please do keep and share with us the proof of shipping (tracking number, receipt of payment for shipping etc.) to confirm the item has been shipped within 7 business days. In the event the item/s are not shipped out within 7 business days of you receiving the Exchange or Return Approval, the item/s will not be eligible for Exchange or Return (for clarity, eligibility for Exchange or Returns are considered based on the date you ship the item/s to us and not when we actually receive the item/s)

- Upon Banjong Studio’s receipt of the item/s, our team will inspect the item/s to ensure the guidelines of our return policy are met. Upon confirmation by our team that the guidelines have been met and item/s are eligible for Exchange or Return, we will send you an Exchange or Return Confirmation. Receipt of Exchange or Return Confirmation is guarantee of a successful exchange or return. From the moment Banjong Studio HQ receives your Exchange or Return item/s, the confirmation process will take approximately 1-3 business days.

- Once we have sent your Exchange or Return Confirmation:

For exchange item/s : We will ship out your item/s within approximately 1-3 business days (Please see shipping policy above for more details). In the event the exchange item/s are unavailable, this may take longer and we will notify you the approximate date when the item can be shipped out

For return item/s : We will issue a credit note of the same value of your returned items within 7 business days.

- Please follow our team’s guide on the Exchange or Return process accurately to ensure your exchange or return request is eligible (this includes shipping confirmations, taking clear pictures of the items prior to shipping out etc.)

- The item/s must be in original condition, with all tags still attached and returned in the original packaging. 

- 
Please be sure to take care when trying on garments, as we do not accept garments that have makeup marks, stains and/or smell of perfume or body odour. 


- Item/s must not have been worn, washed or altered in any way.

- Due to hygiene purposes, we will not accept swimwear or under garments for returns or exchanges

- Item/s must arrive safely at Banjong Studio HQ. If the package does not reach us safely we will not be able to process your return. 

- All Banjong Studio shipping policies and processes will apply for exchange items

 

 Exchange or Return Costs

- Exchange or Return costs are at your expense and are neither covered nor reimbursed by Banjong Studio.  These costs will be charged to you prior to Banjong Studio shipping your requested exchange item or deducted off the credit note amount.

- The exchange or return costs include but are not limited to:

(i) the return shipping cost charged by the international courier for delivery from Customer to Banjong Studio HQ; 

(ii) the inbound International Customs, Duties & Tax payment cost as a result of return shipping from Customer to Banjong Studio HQ;

(iii) In the case of exchange item, the shipping cost charged by the international courier for delivery of exchange item from Banjong Studio HQ to Customer; 

(iv) In the case of exchange item, the potential inbound International Customs, Duties & Tax payment cost as a result of delivery shipping from Banjong Studio HQ to Customer;

- Please note that in the event that your original order qualifies for free international express shipping (US$50 in value) and your item/s has been returned for a credit note, US$50 would be deducted off the credit note amount

- We recommend sending with a postal service with tracking to avoid any issues. Similarly, we understand that some international postage can be costly, hence, we do not expect express shipping on returns (eligibility for Exchange or Returns are considered based on the date you ship the item/s to us and not when we actually receive the item/s)

- Please ensure that you send us clear details of when and how your item/s will arrive. If item/s are uncollected from our side as a result of these details not being provided, Banjong Studio will not be responsible for the return package expenses charged back to the customer.

- Banjong Studio reserves the rights to deny any item/s that aren’t returned in their original condition, without the tag attached or smelling of body odour/perfume, marks/stains or any other reasons that do not meet our return policy requirements and without written approval. The item/s will be returned to the customer at their expense.

 

Exchange or Return for Made-to-order Orders

Please note for customized/personalized items, we will not be able to accept returns or exchanges and sale is considered final except in the event of faulty items.

  

Sale Items

Please note that all sales of Sale Items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out in the Exchange and Return policy will not apply.

 

Faulty Goods

Banjong Studio is dedicated to ensuring excellent craftsmanship and a reliable delivery process. Although we make every effort to thoroughly inspect your purchases for any faults before sending them out, we understand that mistakes can happen and we are committed to rectifying any issues. If you receive a faulty item, including those purchased during sales, we encourage you to return it to us. To initiate the return process, please contact us via email at info@banjongstudio.store and our team will guide you through the necessary steps. It is important to note that customers must adhere to all processes and guidelines outlined in our Exchange or Return Policy.

Once we receive the faulty item and conduct a thorough investigation, we will provide you with a credit note that can be used on our website, www.BanjongStudio.store. In the case of faulty goods, we will also cover the costs of shipping, international customs duties, and taxes associated with the return.

If you receive items that were faulty upon delivery, please take a picture of the affected item for our assessment. We require this visual evidence to compare it with our internal quality control database. It is important to understand that items returned as faulty will undergo an inspection upon receipt, and we will not accept items that are considered to have undergone fair wear and tear. Additionally, we cannot accept responsibility for garments that have been damaged during washing if the wash instructions provided by Banjong Studio were not followed.

Please note as part of our quality control process, we take photos of each and every item before it is shipped to you. In the event a customer claims for faulty goods, we will check your claims against the photos we had taken during our quality control process. Should the customer's evidence for faulty goods not match our photos, Banjong Studio reserves the right to refuse and reject any claims for Faulty Goods, Exchanges, Returns, or Refunds.