At Bonencia, we want every return or refund to be exactly as simple as it sounds. Below is the complete process — there is nothing beyond what’s written here.
30-Day Easy Return Window
You have 30 days from the date of delivery to request a return or exchange for any reason, including simply changing your mind. You do not need to justify the request beyond selecting a reason at checkout.
To qualify, the item must be:
- Unworn and unused
- In its original condition, with all tags attached
- In its original packaging
The following are not eligible for return:
- Items marked as Final Sale on the product page at the time of purchase
- Custom or made-to-measure jackets built to your specific measurements
- Items returned after the 30-day window has passed
We do not apply any other restrictions. If your item meets the conditions above, your return will be accepted.
How to Start a Return
- Email info@bonencia.com with your order number and the reason for return.
- Our support team will confirm your return within 24 hours and send you the return address along with a return reference number.
- Pack the item securely in its original packaging and ship it back using a trackable courier service.
- Share your tracking number with us so we can monitor the parcel’s return.
- Once we receive the item, our team inspects it to confirm it meets the conditions above.
Refund Timeline
- Inspection and approval: completed within 3 business days of us receiving the returned item.
- Once approved, the refund is issued to your original payment method immediately. Your bank or card provider may take an additional 3–7 business days to show the funds in your account — this part is outside our control, but we’ll confirm by email the moment we’ve issued it on our end.
Return Shipping Cost
Who pays for return shipping depends on the reason for the return:
- General returns (any reason, including change of mind, wrong size chosen, etc.): you cover the return shipping cost using any trackable courier of your choice.
- Our mistake (item arrived damaged, defective, or different from what you ordered — see “Damaged, Defective, or Incorrect Items” below): we cover return shipping in full, at no cost to you.
Beyond return shipping in the first case, we do not charge anything else — there is no restocking fee, no processing fee, and no other deduction from your refund.
Restocking Fees
There are no restocking fees of any kind, on any return, for any reason.
Exchanges
If you’d prefer a different size or style instead of a refund, let us know when you start your return. Once we receive and inspect the original item, we’ll ship your exchange within 7–10 business days, at no additional shipping cost to you.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact us within 30 days of delivery with clear photos of the item and the issue. These cases are resolved at no cost to you — including return shipping, which we will cover in full when the fault is on our end.
Order Cancellation
- Within 24 hours of placing your order: full refund, no questions asked, no fee.
- After 24 hours, once processing has begun: we’re not able to cancel the order at that stage, since it’s already being prepared for dispatch. You’re welcome to use the standard 30-day return policy above once the item arrives.
We don’t charge cancellation or restocking fees at any stage — if an order can’t be cancelled, it simply moves to our standard return process instead, at no extra cost to you.
Questions
If anything here is unclear, email info@bonencia.com and our support team will walk you through it directly.
- Legal Company: Polar Stitch Ltd
- Trading Brand: Bonencia
- Registered Office: Suite C249, 4–6 Greatorex Street, London, E1 5NF, United Kingdom
- Email: info@bonencia.com
- UK Phone: +44 745 475 5487
US Customer Support
1515 20th St, Bakersfield, CA 93301, United States
- Email: info@bonencia.com
- US Phone: +1 661 580 1130