Refund policy
RETURNS & EXCHANGES
Please review this policy carefully before placing an order. Because many BON TON goods items are rare, fragile, collectible, seasonal, handmade, or one of a kind, our voluntary return policy is intentionally limited.
Except where mandatory consumer law provides otherwise, eligible new goods may be exchanged or returned for store credit within 14 days of confirmed delivery. Store credit is valid for one year from the date of issue.
We do not provide refunds to the original payment method unless required by applicable law.
Proof of purchase is required for every return, exchange, or claim.
RETURN AUTHORIZATION
All returns must be authorized in writing by BON TON goods before being shipped or brought to the store.
To request authorization, email info@bontongoods.com within the applicable return period and include your order number, the item you wish to return, and the reason for the request.
Items returned without prior written authorization may be refused.
CONDITION OF RETURNS
Returned merchandise must be unused, unaltered, complete, and in its original saleable condition. All original packaging, labels, protective materials, accessories, certificates, and documentation must be included.
Items showing signs of wear, use, fragrance, washing, alteration, installation, damage, improper handling, or missing packaging may be refused or subject to a reduction in value to the fullest extent permitted by applicable law.
Customers are responsible for packing authorized returns securely. BON TON goods is not responsible for loss or damage occurring during return transportation arranged by the customer.
RETURN SHIPPING
Unless otherwise agreed in writing or required by applicable law, the customer is responsible for all return shipping costs.
Original shipping charges, express-delivery charges, return shipping charges, customs charges, duties, taxes, brokerage costs, and carrier fees are non-refundable except where reimbursement is required by applicable law.
We strongly recommend using a tracked and insured service. High-value, fragile, or oversized merchandise may require a return method approved by BON TON goods.
FINAL-SALE ITEMS
Except where a mandatory right of withdrawal, conformity remedy, or other non-waivable consumer right applies, the following merchandise is final sale and is not eligible for voluntary return, exchange, or store credit:
- Jewelry
- Estate, antique, vintage, and one-of-a-kind objects
- Candles, perfumes, colognes, incense, and other fragrance products
- Paper goods
- Books and magazines
- Textiles
- Holiday and seasonal merchandise
- Pre-order items
- Special-order and sourced-on-request items
- Made-to-order, altered, personalized, or customized items
- Gift cards
- Items expressly identified as final sale before purchase
ANTIQUE, ESTATE & VINTAGE ITEMS
Antique, estate, and vintage objects are sold in the condition described and may show patina, wear, fading, variation, historical restoration, repairs, irregularities, or other characteristics consistent with their age and history.
These characteristics form part of the item’s authenticity and are not considered defects when they have been disclosed in the product description, photographs, correspondence, or other information supplied before purchase.
Customers are encouraged to request additional photographs, measurements, condition information, or a virtual viewing before purchasing.
Except where mandatory law provides otherwise, all antique, estate, vintage, and one-of-a-kind items are final sale.
ORDER CANCELLATIONS
Orders begin processing promptly and cannot be cancelled.
Except where cancellation or reimbursement is required by applicable law, an approved cancellation before dispatch may be issued as store credit. Processing, payment-provider, special-order, sourcing, or other non-recoverable costs may be deducted where permitted by law.
Pre-orders, special orders, made-to-order items, customized items, and items sourced specifically for a customer cannot be cancelled except where required by applicable law.
DAMAGED SHIPMENTS
Transit damage is handled under our Shipping Policy.
Damage must be reported to info@bontongoods.com as soon as possible and within 48 hours of confirmed delivery.
The customer must provide the photographs, continuous unboxing video, written description, and other documentation specified in the Shipping Policy. The item, shipping carton, and all original packaging must be retained until BON TON goods and UPS have completed their review.
To the fullest extent permitted by applicable law, failure to report transit damage within 48 hours, provide the required documentation, or retain the original packaging may result in the transit-damage claim being denied.
The item must not be used, repaired, altered, discarded, or returned without written instructions from BON TON goods.
DEFECTIVE OR INCORRECT ITEMS
If you believe an item is defective, materially different from its description, or different from the item ordered, please contact us promptly at info@bontongoods.com.
Please include your order number, a written description, and clear photographs or video showing the issue. We may request additional information before determining the appropriate resolution.
Normal variations associated with handmade production, natural materials, artisanal finishes, antique condition, or disclosed product characteristics are not defects.
Nothing in this section limits any mandatory legal remedy for defective or non-conforming goods.
EU & EEA RIGHT OF WITHDRAWAL
Where the statutory right of withdrawal applies, consumers in the European Union or European Economic Area may notify BON TON goods of their decision to withdraw from an eligible distance purchase within 14 days of receiving the goods.
To exercise this right, the customer must send a clear written statement to info@bontongoods.com before the withdrawal period expires.
After notifying us, the customer must return the eligible merchandise promptly and within the period required by applicable law. Unless otherwise required by law, the customer is responsible for the direct cost of returning the merchandise.
The customer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and function of the merchandise.
Where legally required, approved reimbursement will be made using the original payment method and will include the cost of our least expensive standard delivery option. Additional costs resulting from express, upgraded, or non-standard delivery are not reimbursed unless required by law.
We may withhold reimbursement until the returned merchandise has been received or the customer provides satisfactory evidence that it has been sent back, as permitted by applicable law.
WITHDRAWAL EXCEPTIONS
The statutory right of withdrawal does not apply where an exception under applicable law applies. This may include:
- Goods made to the customer’s specifications or clearly personalized
- Made-to-order or specially commissioned goods created specifically for the customer
- Sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed
- Sealed audio, video, or software products once unsealed
- Goods that deteriorate rapidly or have a limited shelf life
- Other products or transactions expressly excluded under applicable law
A product category is not automatically exempt unless the particular item and transaction satisfy a legal exception.
NON-EU CUSTOMERS
For customers outside the European Union and European Economic Area, BON TON goods’ voluntary returns and final-sale rules apply except where mandatory consumer rights in the customer’s jurisdiction provide otherwise.
Customers are responsible for understanding any customs, duty, tax, import, and return-shipping requirements applicable to their destination.
PAYMENT DISPUTES & RESOLUTION
We are always happy to help resolve a legitimate concern. Please contact us at info@bontongoods.com before initiating a payment dispute or chargeback so that we have an opportunity to investigate and assist.
Initiating a payment dispute does not remove the customer’s responsibility to preserve the merchandise, packaging, photographs, video, correspondence, and other evidence relevant to the transaction.
MANDATORY CONSUMER RIGHTS
Nothing in this policy excludes or limits any mandatory consumer right or legal remedy that cannot lawfully be excluded or limited.
AGREEMENT TO TERMS
By placing an order with BON TON goods, you confirm that you have reviewed and accepted the Returns & Exchanges Policy and Shipping Policy displayed at the time of purchase, subject to any mandatory rights provided by applicable law.