Refunds & Returns Policy
Welcome to BONASHE-lonza. This refund and return policy clarifies the process and conditions for requesting returns, exchanges, and refunds under specific circumstances after you purchase items from this website. Please read this policy carefully before submitting your order.
1. Returns and Exchanges
We are committed to providing you with high-quality products and a satisfactory shopping experience. We accept returns or exchanges in the following situations:
Product Damage or Defect: When you receive a product that is visibly damaged, defective, or unusable.
Receiving the Wrong Product: When you receive a product that does not match your order (e.g., wrong style, color, or size).
Size or Style Inappropriate: You wish to exchange or return an item due to a size or style inappropriateness, provided the item is in good condition and meets the return conditions.
2. Return and Exchange Conditions
To ensure a fair and smooth return and exchange process, all returned items must meet the following conditions:
Unused: The item must be brand new, unused, unworn, and unwashed or altered.
Original Packaging: Goods must be returned in their original packaging, including shoe boxes, labels, hang tags, and all accessories.
Labels and Hang Tags: All original labels and hang tags on the goods must be intact and not removed or damaged.
Proof of Purchase: Valid proof of purchase (such as order number, invoice, or receipt) must be provided.
Non-Returnable Items: Goods that have been used, worn, washed, or otherwise damaged (not due to our fault).
Goods missing original packaging, labels, or accessories.
3. Return and Exchange Timeframe
You can apply for a return or exchange within 30 days of receiving the goods. Applications submitted after this period will not be accepted.
4. Detailed Return Process
1. Contact Customer Service: Within 30 days of receiving the goods, please contact our customer service team via email or phone, explaining the reason for the return and providing your order number, product name, and relevant photos (e.g., product damage or error).
2. Obtain Return Authorization: Our customer service team will review your application and, if eligible, provide you with a Return Authorization (RMA) number and a detailed return address.
3. Prepare the Return Package: Please carefully pack the goods and all their original packaging, labels, and proof of purchase. Please be sure to include your order number and RMA number in the package.
4. Ship the Goods: Please ship the package to our provided return address: 10464 82 Ave NW, Edmonton, AB T6E 4Z7, Canada. We recommend choosing a trackable shipping method and retaining your shipping receipt until your refund is complete.
5. Return Confirmation: We will notify you by email once we receive the returned item and confirm it meets the return conditions.
5. Detailed Exchange Process
1. Contact Customer Service: Within 30 days of receiving the item, please contact our customer service team via email or phone, explaining the reason for the exchange (e.g., needing to change the size or color, or the item being defective) and providing your order number, item name, and relevant photos (if the product is defective).
2. Obtain Exchange Authorization: Our customer service team will review your application and, if eligible, provide you with an Exchange Authorization (RMA) number and a detailed return address.
3. Prepare the Exchange Package: Please carefully pack the item and all its original packaging, labels, and proof of purchase. Please be sure to include your order number and RMA number in the package.
4. Ship the Item: Please ship the package to our provided return address: 10464 82 Ave NW, Edmonton, AB T6E 4Z7, Canada. We recommend choosing a trackable shipping method and keeping your shipping receipt.
5. Exchange Processing: Once we receive the returned goods and confirm that they meet the exchange requirements, we will arrange for the new goods to be shipped to you as soon as possible. If there is a price difference in the new goods, we will contact you to arrange for the difference to be paid or refunded.
6. Detailed Refund Process
1. Returned Goods Inspection: After receiving the returned goods and confirming that they meet the return conditions, we will initiate the refund process.
2. Refund Processing Time: We will process the refund within 5-7 business days after receiving the eligible returned goods.
3. Refund Method: The refund will be returned to the original payment account used for your purchase.
4. Refund Arrival Time: The refund usually takes 3-10 business days to arrive. The specific arrival time may vary depending on the processing speed of your issuing bank, payment institution, or credit card company. Please wait patiently and check your account for updates.
7. Return and Exchange Costs
- Returns and exchanges due to product quality issues or incorrect shipments: All related shipping costs will be borne by us.
- Returns and exchanges due to personal reasons (such as incorrect size, dislike of style, etc.): The customer is responsible for the return shipping costs. Secondary shipping costs for exchanges may also be borne by the customer; please consult customer service for details.
8. Order Cancellation
- Cancellation Before Shipment: If your order has not yet shipped, you can contact our customer service team to request cancellation. Upon successful cancellation, we will process a full refund. Refunds typically arrive in your original payment account within 7-14 business days.
- Cancellation After Shipment: Once an order has been shipped, we cannot cancel it directly. In this case, you need to follow our return policy process. Please apply for a return and refund according to the return policy guidelines after receiving the goods.
9.Contact Us
Shop Name: BONASHE-lonza
Address: 10464 82 Ave NW, Edmonton, AB T6E 4Z7, Canada
Phone Number: +1 780-394-1794
Email: info@bonashelonza.com
Business Hours(Mountain Time)：
Mon–Sat: 11:00 AM – 6:00 PM
Sun: 12:00 PM – 6:00 PM
Response time: We will reply to customer messages within 24 hours.
Thank you for choosing BONASHE-lonza!