Returns, Refund, Store Credit & Exchange Policy

1. Introduction

This Returns, Refund, Store Credit, and Exchange Policy ("Policy") sets out the terms under which customers may return, exchange, or request refunds for products purchased from BONYHUB ("we," "us," or "our"). This Policy applies to all purchases made through our website Bonyhub.com or Bonyhub.co.uk and is in accordance with the applicable consumer protection laws in the United Kingdom.

By placing an order with us, you agree to the terms of this Policy.

2. Returns Policy

2.1 Eligibility for Returns

Customers may return a product within 14 calendar days from the date of delivery, provided that:

• The product is unused, unworn, unwashed, and in its original condition with all tags attached.
• The item is in its original packaging (including branded boxes or dust bags where applicable).
• The item is not excluded from our return policy (see Non-Returnable Items section).

2.2 Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty:

• Pierced jewellery (if the seal is broken or removed).
• Underwear, swimwear, and face masks (if the hygiene seal is removed).
• Beauty and cosmetic products (if opened or used).
• Custom-made or personalised items.
• Items marked as "Final Sale" or "Non-Returnable".

2.3 How to Return a Product

To initiate a return, follow these steps:

1. Log in to your account and go to the Returns & Exchanges section.

2. Start your returns process here :  START MY RETURNS

3. Submit a return request within 14 days of receiving your order.
4. Once your return is approved, you will receive return instructions.
   
5. Securely repackage the product and send it via a trackable courier service.
6. Keep your proof of postage until your return is processed.

2.4 Return Costs

• Customers are responsible for the return shipping costs unless the item is faulty, damaged, or incorrect.
• We do not provide prepaid return labels. Customers must return items at their own expense using a trackable courier service.
• We are not responsible for lost or damaged returns, so we recommend using a courier that provides tracking and insurance.

• Refunds do not include the original shipping fee or return shipping costs or exchange shipping fees.

3. Refund Policy

3.1 Processing Refunds

• Refunds will be processed within 28 days of receiving and inspecting the returned item.
• Refunds will be issued using the original payment method.
• Shipping costs are non-refundable, except in cases of faulty or incorrect items.

3.2 Partial Refunds & Deductions

We reserve the right to deduct an amount from your refund if the returned product:

• Is damaged or shows signs of wear.
• Is missing parts, accessories, or original packaging.
• Has stains, makeup, perfume, or any other residue.

If we reject your return, we will notify you and arrange to send the item back at your expense.

4. Store Credit Policy- 

4.1 Issuing Store Credit- Isssued in 2 -3 days

• Instead of a refund, customers may choose store credit for future purchases.
• Store credit will be issued as an e-gift voucher and will be valid for 365 days from the issue date.
• The store credit can be used multiple times until the full balance is exhausted.
• Store credit cannot be exchanged for cash and is non-transferable.
• The validity of store credit will be mentioned on the e-gift voucher.

5. Exchange Policy- Issued in 2-3 days

5.1 Eligibility for Exchange

You can request an exchange for a different size or color of the same product, subject to availability. Exchanges are only allowed once per order.

5.2 Exchange Process

1. Submit an exchange request within 14 days of delivery.
2. Return the original product in accordance with the Returns Policy.
3. Once received and inspected, the replacement item will be dispatched within 7-10 business days.
4. If the requested exchange is unavailable, store credit will be issued instead.

5.3 Exchange Restrictions

• Exchanges are not available for final sale items.
• If the item has been worn, used, or damaged or clothing tags are removed , the exchange request will be denied.

6. Faulty, Incorrect, or Missing Items

6.1 Reporting an Issue

If you receive a faulty, damaged, or incorrect item, contact us at enquiry@bonyhub.co.uk within 48 hours of receiving your order. Please provide:

• Your order number.
• A description of the issue.
• Clear photos or videos of the product defect or incorrect item.

6.2 Resolution Options

Depending on the issue, we may offer:

Return Processing Time

• It may take 3 to 14 days from the date of return for your parcel to reach our warehouse depending of type of courier service customer uses to send the parcel back to our warehouse.
• Upon receiving your return, the product inspection process begins.
• If the return meets our requirements, store credit will be issued within 3 days.
• If the original payment was made using store credit, the amount will be credited back to a new store credit voucher.

HOW DO I RETURN IF I LIVE OUTSIDE UK ?

International Return Policy

In case, a customer refuses to accept the parcel for one of the following reason, but not limited to these: customs, taxes and/or duties, the shipping costs will not be refunded. Moreover, the customer will also be charged for the return cost of the parcel, as per the costing provided by the carrier, which may or may not be the same as outbound shipping cost.

International Returns Customer has to pay the return charges.

( Outside UK ) International Return, Exchange, and Refund Policy

International Refused Parcels
If a customer refuses to accept the parcel for reasons such as customs, taxes, duties, or any other reason (but not limited to these), the shipping costs will not be refunded. Additionally, the customer will be responsible for the return cost, which will be charged by the carrier. This return cost may differ from the outbound shipping cost.

International Returns
Customers are responsible for paying the return shipping charges on international orders.

Restrictions
We are unable to accept returns on the following items due to hygiene reasons:

• Hosiery
• Incomplete returns (not all parts of the product are returned)
• Items that have been used or damaged by customers through wear and tear

If any of the above items are returned, we will not be able to offer a refund, and the items will incur a return postage charge. These items may not be returned.

Exchanges
We are currently unable to offer online exchanges. However, you may choose the store credit option and reuse the voucher code to place a new order for your favorite items. Please follow the steps for returning the item and placing a new order on our website.

Refunds
Refunds will be processed within 14 working days from the date we receive your returned item in case of damaged items videos and photos are shared on emai within 48 hours of receiving the items. If your order was made in a currency other than Pounds Sterling, the refund will be issued in your local currency based on your bank or card issuer’s exchange rate. Please note that unless the entire received order is faulty, shipping costs will not be refunded.

Made-to-Order Clothing
Please note that Made-to-Order clothing cannot be returned. Any cancellation requests must be made within 2 hours of order placement.

Queries
For any queries regarding returns or refunds, please contact us at enquiry@bonyhub.co.uk