Política de reembolso

 

 

We adhere to a strict policy of "NO RETURNS ACCEPTED" regarding returns for health and edible products, as these items cannot be resold for safety reasons. However, in the rare event of a product issue, we encourage customers to reach out to us for assistance. Under certain circumstances, we may consider accepting returns.

For a return to be eligible, the item must be in its original, unopened or unused condition, with tags and packaging intact. Proof of purchase, such as a receipt, is also required.

To address any concerns, customers can contact us at support@bonpek.com or via our website's chat support. If a return is approved and deemed our responsibility, we will provide a return shipping label and instructions. Customers are responsible for return shipping costs unless the return is due to our error.

Refunds or store credits, if issued, will be subject to deductions for original order costs, including payment processing and shipping fees, as well as a 7% restocking fee, unless the return is a result of a mistake or defect on our part. Returns must be requested in advance, and items returned without authorization will not be accepted.

For further assistance with returns, customers can reach out to us at support@bonpek.com.

 

Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Serving our customers in the best professional manner and making/keeping them happy is our number one priority.

At Bonpek.com, we prioritize the quality and integrity of our products to ensure your satisfaction. However, we understand that unforeseen circumstances may arise during transportation, leading to minor imperfections in product packaging. We kindly request your attention to the following guidelines regarding product returns and refunds:

1. Perforated Box Occurrences: Occasionally, products may arrive with perforated boxes poped open from the perforated part due to pressure during transportation, while the inner isolation packs remain intact. Please note that we do not consider these instances as defective, as the product itself remains unaffected. Therefore, we regret to inform you that we do not accommodate returns or refunds for products with perforated boxes resulting from transportation pressure.

2. Dented Can Incidents: Despite our efforts to ensure safe packaging, tin packages may incur dents during transportation due to the delicate nature of their thin sheets. We emphasize that these incidents do not compromise the quality or safety of the enclosed product. Consequently, we do not consider products with dented cans as defective and, therefore, cannot facilitate returns or refunds for such cases.

3. Shelf Life Considerations: We acknowledge the variation in shelf life among baby food products, particularly concerning European Anti-Food-Waste Policies. As such, products other than baby formulas may have shorter shelf lives and still adhere to industry standards. If the expiration date of such products is at least 30 days from the date of delivery, we cannot honor returns or refunds based solely on proximity to the expiration date.

We appreciate your understanding and cooperation in adhering to our store policies. Should you have any further inquiries or concerns regarding product quality or returns, please do not hesitate to contact our customer service team for assistance.

 

Non-Delivery Refund

In the event that your parcel is lost during transportation or was not delivered according to the tracking records, we assume full responsibility to either replace your item, if available, or provide a full refund.

Once Bonpek Baby has placed the product at the buyer's disposal, as confirmed "delivered" by the tracking system of the courier company, the delivery is deemed complete.

Unfortunately, we cannot entertain claims for non-delivery if the tracking records indicate that the parcel was delivered. In such instances, customers should liaise with the courier or local post office, depending on the shipping method, and file a claim if necessary. We will endeavor to assist as much as possible in these cases.

Should the claim of non-delivery be accepted and the courier compensate the shipper, we will then handle the claim and issue a refund to the customer.

 

Nevertheless, please do not hesitate to contact us with any questions or if assistance is required in any non-delivery case.

 

Exceptions / non-returnable items

 
Items in certain conditions cannot be returned even if agreed upon return/refund. Conditions like, but not limited to, damaged, opened, used, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be issued a store credit code or, in some exceptional cases, refunded on your original payment method. Please remember it can take some time ( usually up to 4 business days) for your bank or credit card company to process and post the refund to your account but you will receive a notification as soon as a refund is approved and issued from our side.