Refund & Return Policy

We want you to love what you order from bonagirl. If something isn’t quite right, we’re here to help. This Refund & Return Policy explains how returns, exchanges, and refunds work for orders placed on our website.

By placing an order with us, you agree to this policy.

1. Return Window

You may request a return within 30 days of receiving your order. Requests made after this window may not be accepted, unless required by applicable law.

2. Return Conditions

To be eligible for a return, items must be:

• Unworn, unused, and in their original condition

• In their original packaging, with all tags, pouches, and accessories intact

• Accompanied by proof of purchase or your order number

• Free from signs of wear, damage, or alteration

We reserve the right to refuse a return if the item does not meet these conditions.

3. Items That Cannot Be Returned

For hygiene and safety reasons, certain items are final sale and cannot be returned or exchanged, including:

• Gift cards

• Items marked “Final Sale” or “Non-Returnable”

• Earrings (for hygiene reasons)

• Customized or personalized items

If you are unsure whether an item is eligible, please contact us before sending it back.

4. How to Start a Return

To start a return, please email us at service@bonagirl.com with:

• Your order number

• The item(s) you wish to return

• The reason for the return

• Photos, if the item arrived damaged or incorrect

Our team will review your request and, if approved, provide you with return instructions. Please do not send items back without contacting us first, as unauthorized returns may be refused or delayed.

5. Return Shipping

Return shipping costs are the responsibility of the customer, unless the item was damaged, defective, or incorrect when received. We recommend using a trackable shipping method, as we are not responsible for returns lost or damaged in transit.

For international returns, you are also responsible for any customs duties, taxes, or fees associated with the return shipment. These charges are non-refundable.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 5–10 business days. Please note that your bank or payment provider may take additional time to post the refund.

Shipping fees, taxes, and duties paid on the original order are generally non-refundable, unless the return is due to our error.

7. Exchanges

If you would like to exchange an item for a different color, size, or style, the fastest way is to return the original item for a refund and place a new order. This helps ensure the item you want is still in stock. If you need assistance, please contact us and we’ll do our best to help.

8. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. Include your order number and clear photos of the item and packaging. We will arrange a replacement, exchange, or refund, and cover the return shipping costs where applicable.

9. Late or Missing Refunds

If you haven’t received your refund after 10 business days, please check with your bank or payment provider first. If you still need help, contact us at service@bonagirl.com and we’ll look into it.

10. Governing Law

This Refund & Return Policy and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. The courts of Hong Kong shall have exclusive jurisdiction, subject to any mandatory consumer protection laws in your jurisdiction that cannot be waived.

11. Contact Us

For any questions about returns, refunds, or exchanges, please email us at service@bonagirl.com. We’re happy to help.

Thank you for shopping with bonagirl.