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We stand by our product and offer a 30-day money-back guarantee.
During this time, you could return them without any paying extra fee if there is a manufacturing defect in it. Please rest assured that the returns are free and easy if there is a manufacturing defect. Otherwise, it would be the customer's responsibility to cover the shipping fee. Products on sale are also returnable.
If the product isn’t meeting your expectations, please email within 30-days of receipt. We will help you to either return or exchange your product. Your original form of payment will be refunded in full once the full return is complete. After 30-days orders may be subject to a 20% restocking fee and all shipping and handling charges will be the responsibility of the customer. Additional return details are listed below.After 60-days the purchase from BONSEN is non-refundable.
Should you decide to exchange your BONSEN product, you can reach out to our Customer Support team by emailing firstname.lastname@example.org within your trial period to facilitate a return. We’ll send you a prepaid shipping label for your BONSEN product to be returned to us — and help to send you a new replacement BONSEN product within 3 business days. We will keep you informed with the shipping status and provide you with the tracking number.
We’re sorry to hear you want to return your BONSEN product. For a return after the 30-day trial, please email email@example.com between 31 and 60-days of receipt to obtain a Return Material Authorization (RMA) number and instructions. Return after 30-day trial will be subject to a 20% restocking fee and all shipping and handling charges are the responsibility of the customer.
Our customer support team will help arrange your return and the shipping costs will be deducted from the refund once the return is received an processed. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping. To ensure proper credit, packages should be clearly marked with the RMA number prior to returning to BONSEN. If you return product without an RMA number, your shipment will be refused and returned to you at your expense.
We're sorry to hear that your BONSEN product arrived in less than perfect condition. We'd like to resolve this issue right away with the help of our Customer Support Team and Quality Assurance team. They'll need to know a bit of information on your order as well as the issue you're experiencing with your BONSEN product.
To report your issue, please reach out to our Customer Support team by emailing firstname.lastname@example.org with your order number. We may need you to make a short video, or take some pictures of the defects of the product and send them to email@example.com. After a preliminary analysis on the video or pictures, we will send you a brand new replacement right away if it is confirm to be defective on its arrival. If we determine that you have misrepresented BONSEN product’s condition and that product is not defective, we will send you the right instructions and help you to use the product correctly.
Each customer is entitled to one trial period for BONSEN products. If your BONSEN product is returned or exchanged from an initial order, that customer or shipping address will not be eligible for additional trials on subsequent orders. If your BONSEN product is returned completely unopened, however, a trial will still be available on your next purchase from BONSEN. If a BONSEN product is returned because of it is arrived defective or damage, this will not affect your trial eligibility, the trial is still available on your next purchase from BONSEN.
If you discover what you believe is a product defect for any BONSEN product, please email firstname.lastname@example.org. If your product does have a defect, your product is covered under the terms of your product's warranty. Please refer to the warranty information and other supporting documentation that came with your product. If you discover your product is inoperable after first use, please email email@example.com within 30 days of receipt. Our Customer Support Team will determine whether the product is defective and offer you a brand new replacement. Normally, this will take 2 business days. We will keep you informed with the progress.
If you receive a damaged product, you must notify BONSEN within 48 hours of delivery. BONSEN will investigate the claim and notify the freight company of the damage. Please retain all packaging in the event that BONSEN or the freight company needs to inspect it. These investigations may take several days but merchandise replacements will be processed as soon as possible.
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