Returns & Exchanges
Returns and Exchanges
We understand that getting it right when buying online can be a little tricky, and it doesn’t always work out the first time. If your BONZ product isn’t quite right, then we are here to help!
The following conditions apply for returns:
- Returns are accepted within 30 days of receiving your online order.
- We accept returns for all items except for those purchase on Sale (30% or more discount) and special promotions where the returns policy is listed on the promotion.
- All returns must be in new, unused condition and with all BONZ labels intact - there are no exceptions. Unfortunately, should you mark a product while trying it on or styling it, the product will no longer be able to be on-sold and so is unable to be returned. Soiled, damaged or worn products that are returned will be returned to the sender without a refund.
- Please follow the below steps for returns:
- Carefully pack your return item(s). You do not need to use the original packaging, however, we recommended reusing something you have.
- Take your parcel to your closet post office and send it to the return address listed below. We recommended using a tracked courier option for a safe and speedy return.
- Please send your return to, Bonz Group, 8-10 The Mall, Queenstown, New Zealand, 9300
- Once your return arrives, you will receive a confirmation email from our team. Your refund or exchange will then be processed within 5 business days.
- If you have paid for postage, and the return is validated, please send us a receipt and we will reimburse you.
- REFUNDS can only be made through the payment method that you originally used.
- Gift returns will receive a non-refundable gift card.
Once your order is received, you should immediately check to ensure all items are there, and that no damage has been made to your package throughout the delivery process. If there is damage to the packaging, and this has affected your purchase, please make a note on the packing slip and ask the courier driver to sign the packing slip so that there is no confusion. Please then complete the form below, and submit a photo. One of our team will be in touch within 24 hrs to assist you with the situation.
As they are made to fit your exact body shape, we are unfortunately unable to provide a return or refund on bespoke jackets, however, please explain the problems you are having with your custom jacket using the form below and we will be in touch within 24hrs to come to a resolution. In most cases, we are able to get the jacket back to our factory and make changes that get the product to your preferred specifications.
Damaged or defective item
If your package is in perfect condition, but you discover the item/s inside are damaged or defective, please promptly complete the form below so that we can reserve a replacement item for you and assist with the exchange. Additionally, if you have an issue with your product, and would like to submit for refund or replacement, please complete the form below and we will review the case and revert within 5 working days.