Carter

Refund policy

Returns and Exchanges

We understand that making precise choices while purchasing online can be intricate, and sometimes things might not align perfectly on the first try. If your BONZ product isn't an exact match, rest assured, we're here to facilitate your journey.

Return Policy Guidelines:

• We accept returns within a 14-day window from the date of your online order's delivery. Returns are applicable to all items except those acquired during Sale periods (with a discount of 25% or more) and specific promotions. For these cases, kindly refer to the stated returns policy on the respective promotion.
• To qualify for a return, all products must be in brand-new, unused condition and retain all BONZ labels undisturbed—no exceptions. Regrettably, items marked or blemished while trying on or styling cannot be accepted for return, as these cannot be resold. Returned items showing signs of being soiled, damaged, or worn will be returned to the sender without refund.
• Furniture and art returns will be assessed on a case-by-case basis and are subject to statutory regulations.

Return Process:

1. Thoughtfully pack your return item(s). While original packaging isn't mandatory, reusing a suitable container is advised.
2. Visit your nearest post office and dispatch the parcel to the designated return address provided below. To ensure a secure and swift return, we recommend opting for a tracked courier service.
3. Return Address: 85 Beach Street, Queenstown, New Zealand, 9300

Upon receipt of your return, an acknowledgment email will be dispatched by our team. Your refund or exchange will be processed within 7 business days from this point. If postage costs were incurred and the return qualifies, kindly furnish us with the receipt for reimbursement.

Refunds:

• Refunds will be processed exclusively through the original payment method used for the purchase.
• Gift returns will be issued as non-refundable gift cards.

Damaged Package Protocol:

Upon delivery, promptly inspect your order for completeness and packaging integrity. If the packaging displays any damage that has impacted your purchase, kindly note this on the packing slip and request the courier driver's signature to affirm the situation. Complete the form provided below and attach a photo. Our team will reach out within 24 hours to assist you further.

Bespoke Jackets:

Custom-made jackets tailored precisely to your body shape are non-returnable and non-refundable. If you're experiencing challenges with your bespoke jacket, please communicate the issues through the provided form. Within 24 hours, our team will respond to initiate a resolution process. In most instances, we can make adjustments at our factory to align the product with your preferences.

Damaged or Defective Items:

In the event that your package arrives undamaged but contains defective or damaged items, promptly complete the provided form to secure a replacement item and facilitate the exchange. If you're encountering problems with your product and are seeking a refund or replacement, kindly complete the form as well. Our team will review the case and respond within 5 working days.

We're dedicated to ensuring your satisfaction throughout your BONZ experience. Feel free to reach out if you require any further assistance.