Refund and Returns Policy

As a Hong Kong-based global e-commerce platform, BONITON LIMITED (“we”, “us”, “our”) aims to ensure customer satisfaction. This Return & Refund Policy outlines the terms for returning products and processing refunds, aligned with practices of leading international e-commerce platforms.

1. Valid Period for Return Requests

To be eligible for a return, you must submit a return request within 30 calendar days of receiving your order. Requests submitted after this period will not be processed, unless the product is defective or damaged (see “Return Eligibility” below for exceptions).

2. Refund Processing Time

Once we receive and inspect the returned product (and confirm it meets our return criteria), refunds will be processed within 5–7 business days. The refund will be credited to your original payment method:

  • Credit/debit cards: Refunds may take an additional 3–5 business days to reflect in your account (depending on your bank’s processing speed).

3. Return Eligibility (Prerequisites)

Returns will only be accepted if:

  • The product is in its original condition (unused, unwashed, with all tags, packaging, and accessories intact).
  • The product is not personalized, customized, or a “final sale” item (clearly marked on product pages).
  • Defective/damaged products are reported within 7 days of receipt, with photos of the issue provided for verification.
  • Proof of purchase (order number, invoice) is included with the return.

4. Full Return & Refund Process

  1. Submit a Request: Log into your BONITON account, go to “Order History”, select the relevant order, and click “Request Return”. Provide details (reason for return, photos if defective) and wait for our confirmation email (sent within 24 hours).
  2. Ship the Product: Pack the product securely, include the return authorization (from our confirmation email), and ship it to our Hong Kong warehouse (address provided in the email). You are responsible for return shipping fees (unless the return is due to our error, e.g., wrong item sent).
  3. Inspection: We will inspect the product within 3 business days of receipt.
  4. Refund Approval: If approved, we will send a “Refund Confirmation” email and process the refund as outlined in Section 2. If rejected, we will explain the reason and return the product to you (at your cost).

5. Notes & Additional Terms

  • Return Shipping Risks: We are not liable for lost, damaged, or delayed return shipments. We recommend using a tracked shipping service and keeping the tracking number.
  • Partial Refunds: If a product is returned with missing parts/tags, we may issue a partial refund (50–80% of the product price, depending on the damage/defect).
  • Cancelled Orders: Orders cancelled before shipment will receive a full refund (processed within 3 business days). Orders already shipped cannot be cancelled—follow the return process instead.
  • International Returns: Customs duties/taxes for return shipments are your responsibility. We recommend checking local customs rules to avoid delays.