Refund policy
Returns and Refund Policy
BonBons offers a 30-day return period. You must contact us within 30 days of receiving your order if you wish to return an item.
How to request a return
Email hello@shopbonbons.co.uk with your name, order number and the item you wish to return.
We will reply with the return address and instructions. Please do not send an item back before contacting us.
Condition of returned items
Items should be returned in the same condition in which they were received: unworn, unused and with any tags still attached. Customers may carefully examine and try on an item as they would in a shop, but must not wear or use it beyond this.
Please include any original packaging supplied wherever possible, together with your receipt or other proof of purchase.
If an item has been worn, damaged, altered or handled more than would reasonably be permitted in a shop, we may make an appropriate deduction from the refund where permitted by law.
Returning an unwanted item
Customers are responsible for the return postage cost when returning an unwanted item or an item that does not fit.
Please use a tracked postal service and retain your proof of postage. We may withhold the refund until we receive the returned item or you provide evidence that it has been sent back.
The item should be returned within 14 days after you tell us that you wish to return it.
Delivery charges
If you cancel your entire order within your statutory cancellation period, we will refund the cost of our least expensive standard delivery service.
If you selected a more expensive or express delivery service, the additional delivery cost will not normally be refunded.
The original delivery charge will not normally be refunded when only part of an order is returned or when a return is made outside the statutory cancellation period, unless the item is faulty, damaged, incorrect or not as described.
Sale and reduced-price items
Sale and reduced-price items have the same statutory return and refund rights as full-price items.
Damaged, faulty, incorrect or misdescribed items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, incorrect or not as described.
Where an item is faulty, damaged, incorrect or not as described, BonBons will cover reasonable return postage costs and provide the appropriate refund, repair or replacement in accordance with UK consumer law.
Any marks, packaging wear, damaged boxes or ex-store-display condition that were clearly disclosed in the product description or photographs before purchase will not be treated as an undisclosed fault. This does not affect your statutory cancellation rights or any rights relating to other faults.
Exceptions
Personalised or custom-made products cannot normally be returned unless they are faulty, damaged, incorrect or not as described.
Sealed products that cannot be returned for health or hygiene reasons cannot be returned after the seal has been broken. This may include sealed underwear, swimwear, cosmetics or personal-care products. Your statutory rights still apply if the product is faulty, damaged, incorrect or not as described.
Cancellations
Orders can be cancelled through the customer account within the cancellation window shown at checkout.
After that window, please email hello@shopbonbons.co.uk immediately. If the order has not been dispatched, we will try to cancel it. If it has already been dispatched, it can be returned in accordance with this policy.
Exchanges
We do not offer direct exchanges. Please return the original item and place a separate order for the replacement.
Refunds
We will notify you after we receive and inspect your return.
Approved refunds will be made to the original payment method within 14 days of receiving the returned item or acceptable evidence that it has been sent back.
Your bank or card provider may take additional time to process and display the refund.
Cancellation notice
To cancel an eligible online order, email hello@shopbonbons.co.uk and clearly state that you wish to cancel. Include:
β’ Your full name
β’ Your order number
β’ The item or items being cancelled
β’ The date ordered
β’ The date received, if applicable
β’ Your address
You do not have to give a reason for cancelling.
Contact
Email: hello@shopbonbons.co.uk
This policy does not affect your statutory rights.