Returns and Exchange Policy

We strive to provide you with a product you will fall in love with. It is important to us that our customers are satisfied with their purchase.

Your confirmation of any order indicates your acceptance of our terms and conditions of supply, in respect of orders delivered to using one of our couriers, then:

1. All risk of loss or damage to the products in your order passes to you when we dispatch your order from our premises, we at Bonika Hair Boutique are not liable for any errors made by these services.
2. This service does not provide insurance and is chosen at your own risk upon confirmation/acceptance of our terms of supply. If you are an international customer, you are also agreeing that you understand some countries have import charges/restrictions on certain goods or materials. After dispatch from our facility, transfer of liability shifts to you, therefore you will become the importer and will be liable to pay local taxes or duties, furthermore assuming all liability under any customs or import laws and regulations. At BHB, we do our utmost to ensure that all products are in excellent condition.

If you are unhappy with the item you ordered, you may return non-custom items for a refund or exchange. You must ensure the item has not been altered in any way and is returned in its original packaging along with any free gifts.

Under the Consumer Contracts Regulations, your right to cancel an order starts the moment you place it and ends 14 days after your goods are delivered.

If you would like to return an item you must contact us via email within 14 working days of receiving the item. If we agree to accept the item – you must send it back for a refund or exchange within 28 days of receipt (We understand overseas shipping can take around 10-15 working days to reach us.)

It is your responsibility to ensure the safe delivery of the item and ensure the item is returned in its original condition and has not been altered. Customers are must pay the direct cost of returning the products.

Refunds & Exchanges will be processed subject to availability and only once the returned item has been received and inspected. You should allow a maximum of 10 working days from the day we receive the item for your exchange/refund/store credit to be processed.

 

Returns are the responsibility of the customer and we do not take responsibility for lost parcels whilst being returned to us. We recommend that you insure the parcel and use a signed for service as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive the item. We also recommend retaining your proof of sending and a tracking number.

 

We will only accept your return/exchange if the order:

• Has all original tags, labels, and security ribbon attached.
• Has not been worn, used or damaged. You must ensure the item has not been altered in any way i.e. lace cutting)
• Is not soiled by fake tan, makeup or hair products.
• Is posted back within 28 days of receipt (We understand overseas shipping can take around 10-15 working days to reach us.)
• All returns must include your Order Number attached for our team to locate your initial purchase.

We don’t take responsibility for lost parcels whilst being returned to us. In case of dispute, we also recommend you retain proof of sending and a tracking number.

Please mark the outside package as ‘Returned Goods’ and declare the value as very low. All custom/import charges for returned items will be charged to the customer and deducted from the customers refund. 

CUSTOM ORDERS

We are unfortunately unable to accept refunds on custom orders.

All Custom Orders are non-refundable.  Our wigs are quality inspected throughout the entirety of the production process and photographed before departure and therefore in very rare circumstances a product may arrive to a customer faulty. In this instance, we do look into each individual case and a customer may be eligible for a refund/exchange/store credit once inspected. Our refund/exchange/store credit policy above still applies. 

 

A Custom Order is any requirement selected on the website with the word “Custom“ besides it or Design Your Own. Any requests sent via email or order invoices sent from us will be considered a Custom Order. If a detailed order agreement has been formed between the Customer and our Company via any third party website/platform this is also classified as a Custom Order.

Need help?

Contact us via Whatsapp or email: bonikahair@gmail.com