Refund policy

Returns, Refunds, and Cancellations

Operated by Bona Ogle

1. Personalized Products - Return Policy

We strive for your satisfaction at Bona Ogle. In the rare event of a fault, please follow the steps below:

  • Faulty Products: If a product is faulty, you have 14 days to return it. Contact our customer services team with your name and order number. Provide a digital image and a clear description of the fault via email for a swift resolution.

  • Verification: If the fault can't be confirmed via phone or email, you may need to return the item for inspection. Return instructions will be provided by our customer service representative.

  • Important: Do not return products without contacting us first. Review the agreed terms at the time of purchase available on our website.

Provisions:

  • Non-Faulty Goods: Non-faulty, made to order goods cannot be returned.

  • Faulty Goods: For faulty goods, contact our Customer Services Team, provide written notice, and return the product using Royal Mail 'Signed For' Recorded delivery.

Refund Policy

  • Before Receiving Items: Within 30 minutes of placing an order, contact us to edit or cancel for a full refund.

  • After Receiving Items: As we invest in materials and labour for personalized orders, canceling after production begins incurs a charge. Our customer service team will discuss alternative options and potential partial refunds.

Concerns and Solutions

  • Raise concerns within 14 days of receiving the order. Contact us with your order number and a summary. We address each case individually, striving for a satisfactory solution.

2. Non-  Made To Order Products - Return & Refund Policy

  • You can cancel the purchase of a non-personalized product within 14 days of delivery. Return the unused product to our specified address at your expense.

  • Manufacturing faults, including scratches, stitching, and hemming issues, are covered. 

3. Cancellations For Made To Order Items,

  • Within 30 Minutes: Contact us to edit or cancel for a full refund within the first 30 minutes of placing the order.

  • After 30 Minutes: A 20% charge is incurred for cancellations after the initial 30 minutes due to invested resources in production.

Thank you for choosing Bona Ogle. If you have any concerns, contact our customer service team for assistance:. info@bonaogle.com