This policy explains how Bonzorr (“we,” “our,” or “the company”) handles returns and refund requests for orders placed through our website. Our intention is to give you a clear, honest view of what to expect while keeping the process straightforward. If anything, here feels confusing or you simply want more information, you can always contact us at info@bonzorr.com.
We understand that ordering online can sometimes give way to surprises. If something you receive feels different from what you expected, you may request a return as long as the item is unused, undamaged, and still in its original packaging. Accessories, tags, and any additional components included during delivery should also remain intact.
Return requests must be submitted within a reasonable period after receiving the item. While we do not impose a rigid countdown, we encourage you to contact us as soon as possible so we can assess the situation and guide you through the next steps smoothly.
There are situations where a return may not be possible. Items that show signs of wear, have been altered, or were handed over in perfect condition but later damaged while in your possession will not qualify. For hygiene, safety, and compliance reasons, certain categories may be non-returnable, though these will be clearly stated on the product listing whenever applicable.
To begin, send an email to info@bonzorr.com with your order number, name, contact details, photos of the item, and a short explanation of your concern. Once we receive your message, our team will review the request and respond with instructions. Approval is given only after we verify the item’s condition and eligibility.
After approval, you will be responsible for shipping the product back to us using a reliable courier. Please ensure the item is packaged with enough protection to avoid damage during transit. We advise you to keep the tracking number until the return process is fully concluded.
Once the returned item reaches us, we will examine it cautiously. If everything matches the condition outlined during your request, a refund will be issued through the same payment method originally used. Processing times may vary slightly depending on the payment provider or bank, but we will notify you once the refund has been initiated.
If the returned item does not match the condition described earlier, we may decline the refund. In such cases, we will return the product to you after notifying you by email.
We currently handle exchanges in the same manner as returns. If you want a different color or model, you may return the original item after approval and then place a new order separately. This helps ensure accuracy and prevents delays caused by inventory changes.
If your parcel arrives with external damage or contains the wrong item, please reach out to us immediately. Sending clear photos of the packaging and product will speed up the process. Once verified, we will let you know the steps to correct the situation. Please avoid using the item until the matter is resolved.
Bonzorr handles all personal information in accordance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong. Anything you share during the return or refund process your name, contact details, delivery information, photographs, or order references is handled strictly for the purpose of resolving your request. We do not share your information outside essential service providers involved in returning or refunding the item, unless the law requires it.
Shipping fees paid during the original order are usually non-refundable. In cases where the item sent was incorrect or damaged upon arrival, we may cover the return shipping or propose an alternative solution depending on the situation.
We may revise this policy occasionally to reflect operational changes or new regulatory requirements. Any modifications will be posted on the website, and continued use of our services indicates that you accept the updated version.
If you need guidance, clarification, or help with any of the steps mentioned here, you can reach us at info@bonzorr.com. We aim to make the experience as smooth and fair as possible.
This document explains how Bonzorr handles returns and refund requests for items purchased on our website. The aim here is simple: give you a clear path forward if something you receive does not feel right for you. We want you to feel informed at every stage, without heavy jargon or rigid phrasing. If you are unsure about anything, reach out to info@bonzorr.com, and we will guide you.
If the item you receive arrives in a condition that does not match what was shown or described, you may request a return. The item must be unused, kept in its original packaging, and include any straps, tags, dust bags, or extras that came with it. This helps us verify that the product remains in a condition suitable for restocking.
We encourage you to contact us promptly after receiving your parcel. While we do not enforce strict timelines, getting in touch early helps us handle your request smoothly and fairly.
There are situations where we cannot approve a return. These include items that have been used, show signs of wear, or were altered after delivery. Products that arrive back to us damaged due to insufficient packaging during return shipping may also not qualify.
Certain categories may also be marked as non-returnable for hygiene or logistical reasons. Whenever this applies, it will be clearly listed on the product page before you place your order.
To start a return, send an email to info@bonzorr.com with the following details:
Your name
Order number
Photos of the item and packaging
A short explanation of your concern
Once we receive your request, our team will review the information and reply with next steps. Approval is given after we confirm eligibility based on the condition of the item and the circumstances described.
If your request is approved, you will need to send the item back using a reliable courier. We recommend choosing a shipping method that provides tracking, as we can only proceed once the item reaches us. Please ensure the product is packed securely to avoid damage during transit.
Once the item arrives at our facility, we will inspect it. If everything matches what was agreed upon earlier in the process, we will issue a refund to the same payment method used at checkout. Processing times vary depending on the payment platform or bank involved. You will receive an email from us once the refund has been initiated.
If the item does not meet the agreed condition or appears altered, we may need to decline the refund. In such cases, we will reach out with a detailed explanation and return the item to you.
We currently handle exchanges by following the same process as returns. If you prefer a different model or color, you may send the original item back after approval, and once the return is complete, you may place a fresh order. This approach ensures accuracy and avoids mix-ups caused by inventory fluctuations.
If the wrong item reaches you or your parcel arrives with clear external damage, notify us immediately. Sending photos of the box, product, and label will help us resolve the matter quickly. We ask that you keep the item unused while we review your report.
During the return or refund process, we may ask for information such as your name, contact details, delivery address, photos of the item, or order references. Bonzorr manages this information in line with Singapore’s Personal Data Protection Act (PDPA). Your information is used only for reviewing, processing, and completing your request. We do not share your details except with essential service partners involved in the return or refund journey, unless required by law.
Original shipping fees (if any) are generally non-refundable. If we determine that an incorrect or damaged item was sent, we may cover return shipping or offer another solution depending on the situation.
We may revise this policy occasionally in response to operational updates or changes in local requirements. When updates are published on our website, continued use of our services indicates acceptance of the revised version.
For any questions about the process, write to info@bonzorr.com. We aim to handle every request with transparency and fairness.
