Return & Refund Policy
(for purchases from www.boniawatches.com only)
Customer satisfaction is our top priority, and we strive to fulfil your orders promptly. While we take great care to ensure that our products are of the highest quality, we understand that there may be occasions where customer need to return an item. We are committed to addressing the return requests as quickly as possible.
If customer wish to return a product, please email to us your Return Request within 7 working days from the date customer received the product(s). We reserve the right not to entertain requests received after this period. For help with returning defective products after this timeframe, please contact us at cs@boniawatches.com to discuss the options.
To initiate a return, customer must provide the following supporting documents for verification purposes:
- A copy of the order notification or invoice as proof of purchase
- Picture(s) of the defective, damaged, or wrong product(s)
Once we receive customer request and supporting documents, we will contact customer to arrange the return parcel. Return shipping charges may apply, depending on the reason for return. Please refer to the chart provided for details on buyer/seller responsibility and refund eligibility based on the reason for return.
| Return Reasons | Return Shipping | Handling & Responsibility | Refund Eligibility |
|---|---|---|---|
| Manufacturing Defects | Seller responsibility. We will arrange our shipping partner to pick up the return product from you. No shipping charges incurred to buyer. | Replacement of the same model may offer as an option, subject to stock availability. | Yes, buyer is allowed to ask for a refund on the return product(s). |
| Cosmetic Flaw | Seller responsibility. We will arrange our shipping partner to pick up the return product from you. No shipping charges incurred to buyer. | Replacement of the same or other model may offer as an option, subject to stock availability. Please discuss your option with our customer service team. | Yes, buyer is allowed to ask for a refund on the return product(s). |
| Wrong product sent | Seller responsibility. We will arrange our shipping partner to pick up the return product from you. No shipping charges incurred to buyer. | Replacement of the correct model may offer as an option, subject to stock availability. Please discuss your option with our customer service team. | Yes, buyer is allowed to ask for a refund on the return product(s). |
| Buyer change mind | Buyer responsibility. We will arrange our shipping partner to pick up the return product from you. Shipping charges will be deducted from the refund of the price of the purchased product(s). | Replacement of other model may offer as an option, subject to stock availability. Please discuss your option with our customer service team. | Yes, buyer is allowed to ask for a refund on the return product(s). |
It is customer’s responsibility to ensure that the product(s) are carefully packaged and protected during return shipping. If the returned product(s) are not in their original condition (original packaging, components and/or accessories) or are damaged during shipping, customer may be charged for repairs, and the cost may be deducted from the refund.
If our shipping partner is scheduled to collect the return product(s) from customer location, please ensure that accurate address and shipment details are provided for the returning parcel. Rest assured, we'll verify all information with customer prior to arranging the pick-up service.
If customer is arranging the return shipping, the product(s) must be sent out within 7 working days from the date of approval. Failure to do so may result in the return or refund not being processed.
Refunds are permitted for eligible return reasons as outlined above. Once we receives the product(s), we will first assess its condition (in original packaging with all components and/or accessories included), and then our Customer Service team will coordinate with customer for the correct amount to be refunded. We will notify customer of the refund status via email and/or phone call. Refunds will be made directly to the original mode of payment used, within 14 working days from the day we notify customer of the refund status.
For exchange of good(s), kindly be advised that engraved item(s) cannot be accepted for returns or exchanges. In situations where the replacement watch holds a higher value than the original purchase, the price difference, along with any applicable shipping charges, will be settled upon the return receipt of the original watch. This will be completed prior to shipping of the new item for exchange.
Conversely, if the replacement watch carries a lower value than the initial purchase, the price difference will be refunded through the original payment method within 14 working days upon receiving of the original watch. For further clarification on this procedure, our dedicated Customer Service team will be at your service to provide additional details.
Replacement product(s) will be offered subject to stock availability and will be delivered within 7 to 14 business days from receiving the return parcel.
If you have any questions or concerns about your refund, please contact our customer service team at cs@boniawatches.com. Thank you.