At Bonzer Impex, we are committed to providing high-quality textile products that meet your expectations. We understand that sometimes products may not be suitable for your needs, and we have established this refund policy to outline the procedures for returns, exchanges, and refunds.
1. Inspection Period
We allow a 7-day inspection period from the date you receive your order. During this period, you should inspect your products carefully to ensure they meet your requirements and are free from defects.
2. Returns Eligibility
2.1 Eligible Returns
You may return products under the following circumstances:
- Manufacturing defects or damaged goods
- Incorrect items received (different from what was ordered)
- Significant deviation from product specifications
2.2 Non-Eligible Returns
The following items cannot be returned or refunded:
- Custom-cut fabrics (unless defective)
- Custom-made or personalized products
- Products that have been used, altered, washed, or processed in any way
- Items returned after the 7-day inspection period
- Products with removed tags or packaging
3. Return Process
3.1 Initiating a Return
To initiate a return, please follow these steps:
- Contact our customer service team at returns@bonzerimpex.com or call +44 222 677 6526 within 7 days of receiving your order.
- Provide your order number, product details, and reason for return.
- Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number if your return is approved.
- Use the RMA number when shipping your return to us.
3.2 Return Shipping
Please note the following regarding return shipping:
- Products must be returned in their original packaging with all tags and labels attached.
- You are responsible for the cost of return shipping unless the return is due to our error (incorrect items sent or defective products).
- We recommend using a trackable shipping method as we cannot be responsible for items lost during return shipping.
- Include a copy of your original invoice and the RMA number with your return.
3.3 Return Address
Please send returns to:
Bonzer Impex Returns Department
Studio 60, Benjamin Hill
Hallport, OX12 8PJ
United Kingdom
4. Refund Process
4.1 Refund Timeline
Once we receive your returned items, our quality control team will inspect them within 3-5 business days. If the return is approved:
- For credit/debit card payments: Refunds will be processed within 5-10 business days after inspection. The actual time for the refund to appear on your statement depends on your card issuer.
- For bank transfers: Refunds will be processed within 10-15 business days after inspection.
- For PayPal payments: Refunds will be processed within 3-5 business days after inspection.
4.2 Refund Amount
The refund will include the cost of the returned products. Shipping costs will be refunded only if the return is due to our error (incorrect or defective items). Initial shipping fees are non-refundable if you simply change your mind about a product.
4.3 Partial Refunds
Partial refunds may be granted for:
- Products returned with minor damage or signs of use
- Products returned with missing components or accessories
- Products that require re-packaging or reconditioning before they can be resold
The amount of partial refunds will be determined by our quality control team on a case-by-case basis.
5. Exchanges
If you would like to exchange an item rather than request a refund:
- Follow the return process outlined above.
- Specify in your return request that you would like an exchange and clearly indicate the product you would like instead.
- If the replacement item has a different price, we will either charge the difference or refund the difference as applicable.
Exchange orders will be processed once we receive and inspect your returned items.
6. Damaged Items During Shipping
If your package arrives damaged:
- Take photos of the damaged packaging and products before opening the package completely.
- Contact our customer service team within 48 hours of receiving the shipment.
- Provide your order details and photos of the damage.
We will work with the shipping carrier to file a damage claim and arrange for replacement or refund as appropriate.
7. Cancellations
Order cancellation requests are handled as follows:
- Orders that have not yet been processed or shipped can usually be canceled with a full refund.
- Orders that have already been processed or shipped cannot be canceled and must follow the return process.
To request a cancellation, contact our customer service team as soon as possible after placing your order.
8. Bulk Orders and Custom Products
For bulk orders and custom products:
- A non-refundable deposit may be required at the time of order.
- Custom products cannot be returned unless defective.
- Bulk orders may have specific return policies communicated at the time of order.
9. Quality Guarantee
Bonzer Impex stands behind the quality of our products. If a product has a manufacturing defect or does not meet the specifications stated on our website, we will offer a replacement, repair, or refund at our discretion.
10. Contact Information
If you have any questions about our Refund Policy, please contact us:
