At Bonencia, we want our return and refund process to be clear, fair, and easy to understand. Please review the information below before making a purchase or requesting a return.
30-Day Return Window
Eligible items may be returned or exchanged within 30 days from the date the order is delivered.
You may request a return for reasons including:
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Change of mind
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Incorrect size selected
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Preference for a different size or style
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Damaged or defective item
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Incorrect item received
For standard returns, you do not need to provide a detailed justification.
To be eligible for a return, the item must be:
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Unworn and unused
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In its original condition
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Returned with all original tags attached
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Returned in its original packaging
Returns requested after the 30-day return period may not be accepted.
Non-Returnable and Non-Refundable Items
The following items are not eligible for standard returns or refunds:
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Items clearly marked as Final Sale on the product page at the time of purchase
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Custom or made-to-measure jackets produced according to measurements or customization details provided by the customer
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Items that have been worn, used, altered, damaged after delivery, or returned without their original tags
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Items returned after the applicable 30-day return period
Custom or made-to-measure items remain eligible for assistance if they arrive damaged, defective, or different from what was ordered. Please contact us so we can review the issue.
How to Start a Return
Before sending any item back, please contact our customer support team at:
Email: info@bonencia.com
Please include:
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Your order number
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The item you wish to return
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The reason for your return
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Photos where applicable, particularly for damaged, defective, or incorrect items
Our support team will review your request and provide you with:
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Return approval
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Return instructions
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The appropriate return address
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A return reference number, where applicable
Please do not send a return without first contacting us and receiving return instructions.
Approved returns are directed to our designated return mailing location in Bakersfield, California, United States.
Once your return has been approved, securely package the product and send it using a trackable shipping service.
Please keep your shipping receipt and tracking information until your return has been fully processed.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
Change of Mind, Wrong Size, or Other Customer-Initiated Returns
If you are returning an item because you:
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Changed your mind
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Ordered the wrong size
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Prefer another size or style
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No longer want the item
the customer is responsible for the cost of return shipping.
You may use a trackable courier service of your choice.
We do not charge any additional restocking or return processing fee for eligible returns.
Damaged, Defective, or Incorrect Items
If your item arrives:
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Damaged
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Defective
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Different from the item you ordered
please contact us within the 30-day return period and provide clear photographs showing the issue.
If we confirm that the problem is our responsibility, Bonencia will cover the applicable return shipping cost and will arrange the appropriate solution.
Depending on the circumstances, this may include:
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A replacement
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An exchange
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A refund
You will not be required to pay the applicable return shipping cost where the confirmed issue is our responsibility.
No Restocking Fees
Bonencia does not charge a restocking fee for eligible returns.
For customer-initiated returns, the only applicable return-related cost is the return shipping charge paid by the customer to their chosen courier.
Refund Process and Timeline
Once your returned item arrives, our team will inspect it to confirm that it meets the return conditions stated in this policy.
Inspection
Inspection and approval will normally be completed within 3 business days after we receive the returned item.
Refund
Once the return has been approved, the refund will be issued to the original payment method used for the purchase.
We will send you an email confirmation when your refund has been processed by Bonencia.
After we issue the refund, your bank, credit card company, or payment provider may require an additional 3–7 business days for the funds to appear in your account.
This additional processing time is controlled by your payment provider and is outside Bonencia’s control.
Original Shipping Charges
Where standard shipping was provided free of charge on the original order, there is no original standard shipping charge to refund.
For customer-initiated returns, the customer remains responsible for the applicable return shipping cost.
For confirmed damaged, defective, or incorrect orders caused by us, Bonencia will cover the applicable return shipping cost.
Exchanges
If you would like a different size or style instead of a refund, please tell us when submitting your return request.
The original item must first be returned and inspected.
Once the return has been approved, an exchange will be processed subject to:
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Product availability
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The returned item meeting our eligibility requirements
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Any applicable price difference between products
Eligible replacement items will be sent to you with no additional standard shipping charge.
If the requested replacement product is unavailable, we will contact you to discuss an alternative or refund.
Damaged, Defective, or Incorrect Orders
Please inspect your order after delivery.
If you believe you have received a damaged, defective, or incorrect item, contact:
within 30 days of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos showing the product and the issue
After reviewing the information, we will advise you of the next steps.
Where the problem is confirmed to be our responsibility, Bonencia will cover the applicable return shipping cost and provide an appropriate replacement, exchange, or refund.
Order Cancellation
You may request cancellation within 24 hours of placing your order by contacting:
If we are able to cancel the order before processing or preparation has progressed, a full refund will be issued to your original payment method.
We do not charge a cancellation fee.
After the first 24 hours, we cannot guarantee that an order can be cancelled because processing or preparation may already have started.
If cancellation is no longer possible, you may request an eligible return after receiving your order in accordance with this Refund & Return Policy.
Refunds for Orders That Have Not Arrived
If your order has not arrived within the expected delivery timeframe shown in our Shipping Policy, please contact our customer support team.
We will investigate the shipment with the relevant delivery provider and assist you with the appropriate resolution.
Please do not initiate a return request for an order that has not yet been delivered.
Return Address
Returns must not be sent without prior approval.
Once your return request has been accepted, our customer support team will provide the applicable return instructions.
Our designated US return mailing location is:
Bonencia
1515 20th St Bakersfield, CA 93301, United States
Please contact us before shipping any return so that we can provide the correct return instructions and reference details.
Business & Contact Information
Legal Company:
Polar Stitch Ltd
Trading Brand:
Bonencia
Registered Office:
Suite C249, 4–6 Greatorex Street London, E1 5NF, United Kingdom
US Customer Support / Mailing Address:
1515 20th St Bakersfield, CA 93301, United States
Email:
info@bonencia.com
US Phone:
+1 661 580 1130
UK Phone:
+44 745 475 5487
Bonencia is a trading brand operated by Polar Stitch Ltd, a company registered in the United Kingdom.
The Bakersfield, California address listed above is used for US customer support, mailing, and approved return purposes.
Questions About Returns or Refunds
If you have any questions regarding a return, refund, exchange, damaged item, or order cancellation, please contact our customer support team:
Email: info@bonencia.com
Our team will provide the appropriate instructions based on your order and the reason for your request.