Refund policy

Our 30-Day Money-Back Guarantee

Every Bello order is backed by a 30-Day Money-Back Guarantee. If you're unhappy with the quality of your mystery box, you have 30 days from delivery to request a return, and we'll do our best to make it right.

Here's how it works:

1. Contact Bello through our Contact Us page within 30 days of delivery, with your order number and a short description of why you're unhappy with your box.
2. We'll review your request and, if approved, email you a written return authorization with return instructions.
3. Send back the complete box, with every piece in unworn, unused condition and in its original packaging, within 14 days of receiving your authorization.
4. Once we receive and inspect your return, we'll refund the price of your mystery box to your original payment method.

Original shipping charges are non-refundable, and return-shipping costs are the customer's responsibility unless your order arrived damaged, defective, or incorrect. Please do not send any product back to Bello without a written return authorization; unauthorized returns may not be accepted or refunded.

How the Mystery Box Works

The guarantee covers the quality of your box, not which pieces end up in it. Bello is a mystery-box experience: by purchasing a Bello mystery box, you understand and agree that the exact products in your box are intentionally not disclosed or selected by you before purchase.

The products shown on our website, advertisements, social media, product photographs, videos, reviews, unboxings, and other marketing materials are examples of products that may be available through Bello. They do not guarantee that any particular product, brand, model, color, style, or combination of products will be included in your order, unless expressly stated otherwise on the product page.

The guarantee is there so you can buy with confidence, not as a way to try for different pieces. Returns, exchanges, or refunds will therefore not be approved solely because:

• You expected or hoped to receive a particular product.
• A particular product shown in marketing materials was not included.
• Your assortment differs from another customer's assortment.
• You prefer products, brands, colors, or styles different from those received.
• You would like to swap your box, or individual pieces, for a different selection.

If something in your box falls short of the quality you'd expect from Bello, that is exactly what the guarantee is for, and we want to hear about it.

Fair-Use Limits

The 30-Day Money-Back Guarantee applies to one order per customer. To keep the guarantee fair for everyone, these conditions apply:

• One guarantee claim per customer. The guarantee may be used once per customer, household, shipping address, or payment method. Later orders are not eligible for a guarantee refund, though they remain fully covered for damaged, defective, incorrect, or incomplete orders.
• Whole boxes only. A mystery box is sold as a set, so the guarantee applies to the complete box. We cannot accept partial returns or refund individual pieces while others are kept.
• Unworn and complete. Returned pieces must be unworn, unused, and in their original packaging, with all tags, inserts, and accessories included. Returns that arrive worn, used, damaged by the customer, or missing pieces may be refused or refunded only in part.
• Repeat or abusive requests. Bello may decline guarantee requests, and may decline future orders, where we reasonably believe the guarantee is being used to repeatedly order and return boxes in search of specific pieces, or is otherwise being misused.

These limits do not affect any rights you have under applicable consumer law.

Damaged, Defective, Incorrect, or Incomplete Orders

If something is wrong with your order, we'll fix it, on every order and separately from the one-time guarantee claim. This applies if your order arrives with a product that is materially damaged or defective, if you receive the wrong mystery-box tier, or if your order is materially incomplete compared with what was expressly promised for the tier purchased.

Please contact Bello through our Contact Us page within 7 days of delivery for shipping damage, an incorrect tier, or missing contents, and within 30 days of delivery for a manufacturing defect. Please include:

• Your order number
• A description of the issue
• Clear photographs or other reasonable evidence showing the damage, defect, incorrect order, or missing contents.

Bello will review the claim and, where it is verified, provide an appropriate remedy such as replacement of the affected product, replacement of the order, or a refund. In these cases Bello covers any return shipping.

Please do not return any product to Bello unless you have received prior written return authorization.

Lost, Missing, or Undelivered Orders

If tracking shows your order was lost in transit, or it has not arrived within the delivery period stated at checkout, please contact Bello through our Contact Us page.

We will investigate the shipment with the carrier and provide an appropriate resolution, such as a replacement or refund, based on the circumstances and applicable law.

Order Cancellations and Modifications

Except where required by applicable law, mystery-box orders cannot be cancelled once submitted. Our fulfillment process may begin shortly after checkout, including sourcing, allocating, selecting, and preparing products for your individual order. If you are unhappy with your box once it arrives, the 30-Day Money-Back Guarantee above applies.

Need to update your shipping address or request a size change? Contact Bello through our Contact Us page as soon as possible after placing your order. We will make reasonable efforts to accommodate changes before your order is dispatched, but changes are not guaranteed once processing has begun. Once an order has shipped, we generally cannot change its shipping address, tier, size information, or other details.

EU Right of Withdrawal

For eligible orders sold to consumers in the European Union, mandatory consumer-protection laws may provide a statutory right to withdraw from an eligible distance purchase within 14 days after receiving the goods. This right is separate from, and not limited by, the 30-Day Money-Back Guarantee or its fair-use limits.

Nothing in this policy is intended to waive or restrict an EU consumer right that cannot legally be waived. Where the statutory right of withdrawal applies, customers must notify Bello within the applicable withdrawal period and return the eligible goods in accordance with applicable law.

Unless Bello is legally required to bear the cost, the customer is responsible for the direct cost of returning goods following an exercise of the statutory right of withdrawal. Where required by applicable law, Bello will refund the original standard delivery charge. Additional amounts paid for expedited, premium, or upgraded delivery generally will not be refunded beyond the amount required by applicable law.

We may withhold reimbursement until we have received the returned goods or the customer has supplied evidence of having returned them, whichever occurs first, where permitted by law. Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

Payment Disputes and Chargebacks

If you experience a problem with your order, please contact Bello through our Contact Us page before opening a dispute with your bank. Our 30-Day Money-Back Guarantee and our damaged-order process are the fastest way to get a refund or replacement.

A customer's dissatisfaction with the randomized assortment of an otherwise correctly fulfilled mystery box does not, by itself, mean that the product was defective, unauthorized, not received, or materially different from the mystery-box product purchased.

In responding to payment disputes or chargebacks, Bello may provide relevant transaction and fulfillment records to the payment processor, card issuer, bank, or other payment provider, including:

• Order and payment records
• The product description and mystery-box disclosures presented at the time of purchase
• This policy, including the guarantee terms and fair-use limits
• Customer acknowledgements
• Shipping, tracking, and delivery confirmation
• Records of the contents and fulfillment of the order, where available
• Records of any prior guarantee claims or refunds
• Relevant communications between Bello and the customer.

Nothing in this section prevents a customer from exercising any dispute, chargeback, or consumer-protection right available under applicable law.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or modifies any warranty, guarantee, refund, replacement, withdrawal, cancellation, or other consumer right that cannot lawfully be excluded, restricted, or modified under applicable law. Where this policy conflicts with a mandatory consumer-protection law applicable to your purchase, that mandatory law will control.