At BongHaus, we want you to love your purchase. If something isn’t right, the policy below explains when and how you can request a return or refund.
1) Return Eligibility Window
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Returns are considered only within 72 hours (3 days) of delivery as shown by the carrier’s tracking.
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To qualify, items must be:
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Unused, unwashed, and unmodified,
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In the original retail packaging with all accessories, stickers, and inserts,
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Safely repacked to prevent breakage in transit.
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Returns that don’t meet these requirements may be refused.
For sanitary and safety reasons, we cannot accept items that show signs of use (e.g., odor, residue, water marks, scratches, burn marks).
2) Start a Return (RMA Required)
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Contact us first: Email customer@bonghaus.com within 72 hours of delivery. Include your order number, a brief reason for the return, and (if damaged/defective) clear photos of the product, packaging, and shipping label.
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Wait for approval & instructions: We’ll confirm eligibility and provide an RMA (Return Merchandise Authorization) and return address.
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Ship back promptly: Returns without an RMA or sent to an unapproved address may be rejected.
3) Who Pays for Return Shipping?
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Unless our support team states otherwise in writing, return shipping is the customer’s responsibility.
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For items over $100, use a trackable service and consider shipping insurance. BongHaus is not responsible for returns that are lost or damaged in transit.
4) Refunds (After Inspection)
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Once we receive and inspect your return, we’ll email you an approval or denial.
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Approved refunds are issued to the original payment method for the item price, minus:
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a 15% restocking fee, and
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any original shipping charges (including expedited fees).
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Shipping costs (original and return) are non-refundable.
Pre-Shipment Cancellations
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If you request a refund before an order ships, we may, at our discretion, apply up to a 10% service fee to cover processing/handling.
5) Non-Returnable / Excluded Items
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Sale or clearance items (check product page notes).
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Used or damaged items (not due to carrier damage on arrival).
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Items missing components or original packaging.
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Consumables (e.g., cleaning solutions) if opened.
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Gift cards or digital/downloadable items.
Always review the product page for any additional item-specific restrictions.
6) Damaged or Defective on Arrival (DOA)
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If your item arrives damaged or defective, email customer@bonghaus.com within 72 hours of delivery.
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Please include:
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Photos of the outer box, inner packaging, shipping label, and the item (close-ups of damage).
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Your order number and a short description of the issue.
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After review, we’ll determine the best resolution—replacement, store credit, or refund—and may provide a prepaid label when appropriate.
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Do not discard packaging materials until your claim is fully resolved; carriers may require inspection.
7) Wrong / Missing Items
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If something is missing or incorrect, contact us at customer@bonghaus.com within 72 hours of delivery with photos of what you received and the packing slip. We’ll make it right.
8) Undeliverable, Refused, or Unclaimed Packages
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If an order is returned to us due to an incorrect address, refusal, or failure to pick up, we can:
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Reship (additional shipping charges apply), or
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Refund the item price minus original shipping and a 15% restocking fee once it arrives back in sellable condition.
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Shipping charges are not refundable.
9) Discretionary Returns
We reserve the right to approve or deny any return or refund request (including cases where policy requirements are not strictly met), to ensure fair use and prevent abuse.
10) How Long Do Refunds Take?
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After approval, refunds typically post within 5–10 business days, depending on your bank/issuer. We’ll email you once processed.
11) Contact
Questions about a return or refund?
Email: customer@bonghaus.com
Website: www.bonghaus.com
