We want you to love what you ordered. But if something isn't right, we're here to help. This policy explains how returns and refunds work at Bona Girl.
Our Return Window
You have 15 days from the day your order is delivered to start a return. After that, we can't accept it.
What Can Be Returned
To qualify for a return, items must be:
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Unworn and unwashed
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In their original condition
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With all original tags still attached
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Free of makeup stains, deodorant marks, pet hair, and odors
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In the original packaging, if possible
We inspect every return. If an item doesn't meet these conditions, we may refuse the return or offer a partial refund.
What Can't Be Returned
Some items can't be returned for hygiene or final sale reasons. These include:
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Final sale items
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Gift cards
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Intimates, swimwear, and bodysuits
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Pierced jewelry
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Items marked "non-returnable" on the product page
If you're not sure whether something can be returned, email us at service@bonagirl.com before you send it back.
How to Start a Return
Starting a return is easy. Just follow these steps:
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Email us at service@bonagirl.com with your order number and the item(s) you want to return.
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Tell us why you're returning it. If it's damaged or wrong, attach a photo.
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We'll reply within one business day with return instructions and the return address.
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Pack the item securely and ship it back to us.
Please don't send anything back before you hear from us. Returns sent without approval may be refused or delayed.
Return Shipping
You're responsible for return shipping costs, unless the item was defective or we sent the wrong thing. In those cases, we'll cover the shipping.
We recommend using a trackable shipping method. We can't refund items that get lost or damaged on the way back to us.
Refunds
Once we receive your return, we'll inspect it within 3 to 5 business days. If everything checks out, we'll approve your refund.
Refunds go back to your original payment method. It usually takes 5 to 10 business days for the money to show up, but it can take longer depending on your bank or card issuer.
Shipping costs are non-refundable, unless the return is due to our mistake.
Exchanges
We don't offer direct exchanges right now. If you want a different size or color, return the original item for a refund and place a new order. That's the fastest way to get what you want.
Damaged or Wrong Items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery at service@bonagirl.com. Include your order number and a photo of the issue. We'll make it right, whether that means a replacement, a refund, or a prepaid return label.
Late or Missing Refunds
If you haven't received your refund yet, here's what to do:
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Check your bank account again. It can take a few days to post.
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Contact your credit card company. It may take time for them to process the refund.
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Contact your bank. There's often a processing delay before a refund is posted.
If you've done all that and still don't see your refund, email us at service@bonagirl.com and we'll look into it.
International Returns
We ship worldwide, and returns work the same way no matter where you are. You'll be responsible for return shipping costs and any customs fees or duties on the return package. We can't reimburse those.
Need Help?
Questions about a return or refund? We're happy to help. Email us at service@bonagirl.com, or reach us at:
Bona Girl Customer Care
Unit 1508, 15/F, 28 Hennessy Road
Wan Chai, Hong Kong
Phone: +852 3621 9084
Thanks for shopping with Bona Girl.
The Bona Girl Team