free shipping ON ALL ORDERS OVER $30
free shipping ON ALL ORDERS OVER $30

Refund Policy

By purchasing a product, you adhere to our Refund and Return Policy.

We do our best to guarantee that the items that you order are delivered to you in full and as according to its product specifications. Being that said, should you get an incomplete order or product different from the one you ordered or there is some other reason why you are not satisfied with the order, you may contact us and our customer care will get in touch to you.

Refund

Buyer Protection

Bona Lulu guarantees that any item bought from us can be refunded or replaced up to 30 days upon the arrival of the item. This will ensure that your purchases are insured in the event that you encounter a problem. It's applicable under the following categories.

  • Damaged
    If there is a physical defect on the item upon receipt of the customer.
  • Defective
    If there is mechanical or software defect on the item.
  • Wrong product delivered
    If you received a different product than what was ordered.
  • Missing parts
    If there is a missing accessories or parts of the bundle.
  • Lost during shipment
    If for some reason, you didn't receive your product.

Please note that change of mind is not applicable.

How can I request for a refund?

If you are eligible for a refund, first send an email to support@bonalulu.com with all the details including photos as evidence, this will allow us to make the process much faster. After confirmation from us, you can send the product back to the address provided. Make sure to add the paperwork that was shipped along with the order for our reference.  Please state clearly on the parcel that the shipment is a RETURN ORDER. If you fail to do so there will be import duty or taxes that we will balance with your order. Once we receive the parcel, we will then notify you via email that a refund will be initiated.

Trackable shipping

Please consider using a traceable shipping service. We can’t guarantee that we will receive your returned item. Items lost in transportation will not be refunded.

Package not received?
In case the carrier does not succeed in delivering the item to you because you weren't at home, please try reaching the carrier via email and/or telephone. If the carrier eventually ships the item back to us, and you still want to get the parcel, you'll have to pay for the shipping costs. Otherwise we'll refund the full amount without the original shipment costs if any.

Cancellation

Your order will be put into hold for 24 hours. Within this time frame, send us an email if changes is needed or totally you just want to cancel your order. Due to our fully automated system, your order will be process immediately by our fulfillment team the next day. If you have missed it and the order has been processed, you may return it when the parcel is delivered to you. Send us an email for instruction. 

Return Policy

If you wish to return an order, or some of the products included in an order, please send us an email: support@bonalulu.com or simply use our contact form in our website. Notify us within 30 days of receiving the goods including the following information

  • Order number
  • Item you wish to return
  • Reason why you are returning the item

If eligible, our customer care will send you a specific instructions on how to return the product back to us. 

Please ensure you retain a proof of postage receipt so in the unlikely event your parcel goes missing, you will have proof you sent it. 

To be eligible for a return/refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If the outer packaging of your order is clearly damaged on arrival, and you are suspecting that the products are damaged as well, you can either reject the delivery or accept the goods and sign for them as damaged. In both instances, please notify Bonalulu customer care as soon as possible.

If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for the postal charges. Any fees and charges incurred by the retailer due to a package being refused will be deducted from your refund.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.



Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

    For refund and return request, please contact our helpline via this email support@bonalulu.com

    Shipping

    We made separate page for shipping concern. Please visit our help center for more information regarding shipping and delivery.