Return & Exchange
All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. You may return/exchange products sold by BonBonTong.com no more than 14 days of receipt or your order (based on the delivery record), and upon pre-approval of BonBonTong.com. Should this happen please return the damaged or incorrect products by simply following our "Return Procedures". We do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. The return shipping fee (Max.HK$50 for local, Max.HK$200 for China and oversea) will also be refunded by offering you a credit off your next purchase to cover this reimbursement. Only in case the product was sold out, we'll refund the value of product in the same form of payment originally used for purchase.
We DO NOT ACCEPT returns of certain products, including:
- Any product sold more than 14 days of receipt of your order.
- Any product that has been opened or used (taken out of its plastic wrap or box).
- Any product that is not in its original condition, is damaged, or is missing parts.
- Any book and accessories.
- Any discount, clearance or sales product that BonBonTong.com has already stated non-returnable.
- Any free gift product and samples.
- Any product that is not purchased at BonBonTong.com.
- In the event of dispute, BonBonTong.com's decision shall be final and conclusive.
Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you. We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund. The merchandise and/or shipping refund will be made through the credit card or debit card company, PayPal, or Alipay account that was used to purchase the merchandise. For a refund through credit card, PayPal, or Alipay, the exchange rate applied to the amount billed for the merchandise and shipping and handling charges may differ from the exchange rate at the time of refund. Thus, there may be differences in the total amount refunded due to exchange rate differences. Even if you experience a loss as a result of a different exchange rate at the time of refund, BonBonTong.com will not be responsible for this loss. Also, please note that for a credit card refund, depending on the different monthly processing deadlines and pay dates, it may take as long as 2 months for the refund to be processed; for PayPal and Alipay, it make take from a few days, to the maximum of 10 days for the refund to be processed.
You can pack and send your return to us in just a few simple steps:
- Click Contact us and title "Return & Exchange" from the enquiry type.
- Provide us with your Order Number. Indicate returned products and the reason for your return in the input box area.
- Pack the return products along with our acknowledgement email securely in a box that we can expedite your request.
- Send the return items by mail to: BonDotCom Company Limited, Flat G, 9/F, Gemstar Tower, 23 Man Lok Street, Hung Hom, Kowloon, Hong Kong.
- All return shipping fee must be prepaid. We cannot accept “Freight collect” returns.
Occasionally orders are returned to us as incorrect address, P.O. Box and hotel address, unsuccessful delivery attempts, refusal to pay tax/ refusal to provide ID copy/ unable to make import declarations or parcel refused by recipient. When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 25% of the value of products . We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged :HK$50 for local orders, HK$250 for China & Oversea orders for resend shipping fee per parcel.