Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at thebonillaco@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at thebonillaco@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thebonillaco@gmail.com.
Here’s the revised Return and Refund Policy tailored for your business, The Bonilla Co:
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### Return and Refund Policy for The Bonilla Co
Thank you for shopping with us at The Bonilla Co. We take pride in creating custom products tailored to our customers' designs. Please read our return and refund policy carefully:
**1. Custom Orders**
Due to the personalized nature of our custom products, all sales are final. We do not accept returns or exchanges on items once they have been personalized.
**2. Damaged Items**
If your item arrives damaged, please contact us within **48 hours** of delivery. To process your claim, we will require:
- Photos of the damaged item
- Photos of the packaging
All shipments are insured, so any damages that occur during shipping will be covered by the shipping insurance.
**3. Order Issues**
If there is an issue with your order (e.g., incorrect item received), please reach out to us within **48 hours** of delivery. We will strive to resolve any issues promptly.
- For non-custom products, we offer a **5-day return policy** with customer-paid shipping and a **60% restock fee** (excludes custom items). This is necessary as most products are sold live and verified by you before shipment.
- If refunds are applicable, they will be provided as store credit.
**4. Shipping Insurance**
To ensure peace of mind, we recommend adding shipping insurance to your order. This allows for reimbursement in case USPS does not accept your claim. If your item arrives damaged, you can file a claim through the shipping carrier for a replacement or refund.
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