Refund Policy
All sales are final. We do not issue refunds. We do send free replacements in two specific situations, both set out below.
- Can I get my money back?No
- Wrong product arrived?Replaced free
- Nothing arrived after 30 days?Replaced free
- Tracking says delivered, nothing here?Post office
- Do I post anything back?No
- Photos needed?Three
Dissatisfied
No refund. The order stands.
Our product research team invests substantial time selecting what we carry, choosing products that reflect current market demand, trends, or proven popularity. That work happens before anything reaches the site.
Operating a small business carries significant costs. We therefore entrust our customers with researching a purchase thoroughly, and confirming the product suits their needs, before ordering.
We acknowledge the dissatisfaction. But by the time an order has shipped, the operational expenses have already been incurred. All sales are final, and we are unable to offer refunds.
Incorrect item
Free replacement. Nothing to send back.
An incorrect item means receiving a totally different item from the one shown on our website. Not an item that fell short of expectation — a different product.
Where the line sits
- Will be replaced You ordered the Batana Oil and received the shampoo. You ordered a dress and received a pair of shoes. You ordered lipstick and received mascara.
- Will not be replaced You ordered the Batana Oil and feel it has not worked the way you hoped. You ordered a jacket in size large and feel you received a size small.
In the second pair, the correct item arrived. As a small business we work to make the product information on our site exhaustive of what a customer needs to decide whether to proceed — and to not proceed if they think our product is not the one they are looking for, or does not meet their needs.
What happens
- Send us three photos from different angles of the item you received. This expedites the replacement order.
- A replacement order is created, with the same shipping speed used on your original item.
- Keep what arrived. If a replacement order is created, there is no need to send the incorrect item back to us.
Items not received after 30 days
Free replacement. No photos needed.
Items not received after 30 days are eligible for a free replacement. A replacement order is created with the same shipping speed used on your original item.
One exclusion, and it is absolute: shipments showing as delivered on the carrier's own website — USPS, Canada Post, whichever is carrying it — are not eligible.
If tracking shows delivered
Contact your local post office with the tracking number. Parcels marked delivered are commonly held at the branch, left with a neighbour, or placed somewhere at the address. If the post office cannot account for it, tell us what they said.
The 30 days run from your purchase date, not from the day the parcel shipped. Quiet tracking before then is normal rather than a fault — on some routes the first scan does not happen until delivery.
How to claim
One email. Order number in the subject line.
- Email support@batanava.com.
- Include your order number and the address you ordered with.
- For a wrong item, attach three photos from different angles. For a 30-day claim, no photos — confirm only that tracking does not show the parcel as delivered.
We reply to every message. If a replacement is approved you receive a fresh confirmation email, then a tracking number once it leaves us.
Anything here unclear, or a situation that does not fit it: support@batanava.com, with your order number.