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Refund Policy

Effective Date: 1 May 2025

At BONTÉ, we want your experience to be smooth, and your orders to arrive safely. This policy complies with Dutch and EU e-commerce and consumer protection laws, including the Wet koop op afstand and the EU Consumer Rights Directive.

1. Processing Time

  • All orders are processed within 1–3 working days after payment is confirmed.

  • Orders placed on weekends or public holidays are processed on the next working day.

2. Shipping Options & Costs

We ship within the Netherlands and across the EU.

Shipping Region Delivery Time (Working Days)

 

Shipping Confirmation & Tracking

  • Once your order is shipped, you will receive a confirmation email with a tracking number (if available).

  • You can track your package from our warehouse to your door.

4. Delays & Service Interruptions

While we aim to deliver on time, delays may occur due to:

  • High demand during peak seasons

  • Postal disruptions (strikes, customs, or weather)

  • Incomplete or incorrect shipping details

If there is a delay, we will inform you by email as soon as possible.

5. Packaging

  • We use eco-conscious packaging, including recyclable boxes and tissue paper.

  • All orders are packed carefully to prevent damage during shipping.

6. Incorrect Address

  • Please ensure your shipping address is complete and accurate at checkout.

  • BONTÉ is not responsible for lost or delayed packages caused by incorrect addresses provided by the customer.

7. Returns & Refunds

7.1 Right of Withdrawal (14 Days)

  • You have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason.

  • The withdrawal period expires 14 days after the day you receive the goods.

To exercise your right of withdrawal:

  1. Email info@bonterituals.com with your order number and reason for return.

  2. Return the item within 14 days after notifying us.

7.2 Valid Reasons for Return

Customers may return products for the following valid reasons:

A. Statutory Right of Withdrawal

  • Any item can be returned within 14 days without giving a reason, unless it falls under non-returnable items.

B. Faulty or Defective Products

  • Items that are damaged, defective, or not functioning properly.

  • Items that do not match the website description.

  • Missing parts, broken components, or obvious manufacturing faults.

C. Incorrect or Incomplete Orders

  • Orders sent incorrectly (wrong product, size, or quantity).

  • Missing items included in the original order.

D. Damaged in Transit

  • Items that arrive damaged during shipping, including tears, stains, or breakage caused during transport.

E. Personalization Errors (if we made a mistake)

  • Custom items (e.g., journals with names) that were personalized incorrectly according to your information.

⚠️ Important: Customers cannot return items for hygiene or personalization reasons if the product was correct, unused, and as ordered.

7.3 Conditions for Returns

  • The item must be unused, unwashed, and in its original condition.

  • Include all original packaging, tags, and any gifts/freebies.

Non-returnable items:

  • Used sleepwear or intimate loungewear

  • Gift sets

  • Personalized items (unless we made an error)

7.4 Refunds

Once we receive and inspect your return:

  • You will receive a full refund via your original payment method.

  • Refunds are processed within 5–10 business days after we process your return.

Please note:

  • Return shipping costs are the responsibility of the customer, unless the product is damaged, defective, incorrect, or mis-sent.

  • Items not in their original condition are not eligible for a refund.

  • Original shipping costs are refunded only if the product was damaged, defective, or not as ordered.

7.5 Return Shipping

  • Return shipping is at the customer’s expense, except for damaged, defective, or incorrect items.

  • We recommend using a trackable shipping method to ensure the item reaches us safely.

8. International Shipping & Customs

  • Orders shipped outside the Netherlands may be subject to customs duties, import taxes, or fees imposed by the destination country.

  • Customers are responsible for paying any such charges.

9. Contact Information

For shipping or return inquiries:

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