Refund & Return Policy
RETURN & REFUND POLICY
Last updated: August 31, 2026
At Bonnie’s Bags, we aim to provide a clear, transparent, and straightforward shopping experience.
Please review this Return & Refund Policy carefully before placing an order. By purchasing from our website, you acknowledge the conditions described below.
This policy applies to orders delivered within the United States and Canada.
Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.
1. RETURN PERIOD
Eligible products may be returned within 30 days of delivery, subject to the conditions described in this policy.
The return request must be submitted within the 30-day return period.
Returns requested after this period may not be accepted unless required by applicable law.
2. CONDITIONS FOR RETURNS
A product may be eligible for return when:
- It is unused and undamaged;
- It remains in its original condition;
- All original labels, tags, accessories, dust bags, and packaging are included;
- The return request is submitted within 30 days of delivery; and
- The return has been approved by our customer service team before shipment.
You may inspect a product in the same way you reasonably would in a physical retail store.
Products showing signs of use, wear, damage, alteration, washing, contamination, or improper handling may be refused or may be subject to a reduction in the refundable amount, where permitted by applicable law.
3. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please contact us promptly if your order arrives:
- Damaged;
- Defective;
- Incorrect;
- Incomplete; or
- Materially different from the product description.
Where possible, please contact us within 14 days of delivery so that we can investigate and resolve the issue quickly.
To submit a claim, email:
Please include:
- Your full name;
- Order number;
- A clear description of the problem;
- Clear photographs of the product;
- Photographs of the original packaging;
- Photographs of the shipping label; and
- Any other relevant evidence.
Depending on the circumstances and evidence provided, an approved claim may qualify for:
- Replacement;
- Full or partial refund;
- Store credit; or
- Another appropriate resolution.
The 14-day reporting request does not remove any mandatory rights relating to defective, unsafe, damaged, incorrect, misdescribed, or undelivered products.
4. PRODUCTS EXCLUDED FROM VOLUNTARY RETURNS
We do not normally accept voluntary change-of-mind returns for:
- Personalized or custom-made products;
- Products damaged through misuse or improper handling;
- Products showing signs of wear or use;
- Products returned without original tags, accessories, or packaging;
- Products returned without prior authorization; or
- Products excluded from return for hygiene or safety reasons, where clearly stated before purchase.
These exclusions do not apply where a product is defective, unsafe, incorrectly supplied, or where applicable law requires another remedy.
5. RETURN AUTHORIZATION
All returns must be approved by our customer service team before being shipped.
Do not return a product without first receiving:
- Return approval;
- Return instructions;
- The correct return address; and
- Any required return reference or authorization number.
Unauthorized returns or products sent to an incorrect address may be delayed, refused, or returned to the sender.
6. RETURN SHIPPING
For voluntary change-of-mind returns, the customer is responsible for:
- Return shipping costs;
- Selecting a reliable tracked shipping service;
- Ensuring the parcel is packaged securely;
- Completing any required customs documents correctly;
- Paying applicable customs, duties, taxes, or handling charges; and
- Keeping proof of shipment and tracking information.
Depending on the product and fulfillment partner, the approved return address may be located outside the United States or Canada.
The correct return address will be provided after your return request has been reviewed and approved.
Bonnie’s Bags is not responsible for return parcels that are lost, delayed, rejected, abandoned, or returned because of:
- Incorrect shipping methods;
- Missing or inaccurate customs documentation;
- Insufficient postage;
- An incorrect return address; or
- Failure to follow the provided return instructions.
Where a product arrived damaged, defective, incorrect, or materially misdescribed, return shipping will be handled in accordance with applicable law and the instructions provided by our customer service team.
7. RESTOCKING FEE
A 15% restocking fee may apply to approved voluntary change-of-mind returns, where permitted by applicable law.
This fee helps cover:
- Product inspection;
- Return processing;
- Administrative handling; and
- Inventory management.
The restocking fee may also apply to:
- Unopened packages returned voluntarily;
- Parcels refused upon delivery;
- Parcels left unclaimed;
- Parcels returned because the customer did not collect them; and
- Orders returned because of incorrect information supplied by the customer.
The restocking fee will not normally apply where the product arrived damaged, defective, incorrect, or materially misdescribed.
Each return is reviewed individually.
8. HOW TO START A RETURN
To request a return, email:
Include:
- Your full name;
- Order number;
- Email address used for the order;
- Delivery address;
- Product or products you wish to return;
- Reason for the return; and
- Clear photographs where the product is damaged, defective, or incorrect.
Our customer service team aims to respond within 24 business hours.
Do not ship the return until you have received written approval and complete return instructions.
9. ORDER CANCELLATIONS
Orders may be cancelled within 30 minutes of purchase, provided processing has not already begun.
To request cancellation, contact us immediately at:
Please include your order number and the words “Cancellation Request” in the subject line.
After the 30-minute period, cancellation is not guaranteed because the order may already have entered processing or fulfillment.
An approved cancellation submitted after processing has begun may be subject to an 8% processing fee, where permitted by applicable law, to cover payment processing and operational costs already incurred.
Once an order has been dispatched, it cannot normally be cancelled. After delivery, you may request a return in accordance with this policy.
Nothing in this section limits any mandatory cancellation rights available under applicable law.
10. REFUND PROCESS
Once an approved return has been received and inspected:
- We will review the condition of the returned product;
- We will notify you whether the refund has been approved;
- Any applicable deductions will be explained; and
- Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days after the refund is issued for it to appear in your account.
The exact processing time depends on your bank, card provider, or payment service.
Where applicable, the following may be deducted from a voluntary return refund:
- The 15% restocking fee;
- Reduction in value caused by use, damage, or missing packaging;
- Unpaid customs or return charges; and
- Other charges permitted by applicable law.
11. PRODUCT PRICE AND ORIGINAL SHIPPING CHARGES
Product prices and shipping charges are displayed separately before checkout.
For voluntary change-of-mind returns, refunds are generally based on the amount paid for the returned product.
Original shipping charges are non-refundable unless:
- The product arrived damaged or defective;
- The wrong product was supplied;
- The product was materially misdescribed;
- The order was not delivered;
- Bonnie’s Bags made an error; or
- A refund of shipping charges is required by applicable law.
Optional shipping protection, insured delivery, priority processing, or other optional services selected during checkout are normally non-refundable once the service has been provided.
12. DISCOUNTS, BUNDLES, AND QUANTITY OFFERS
If an order includes a promotional discount, bundle offer, quantity discount, or buy-more-save-more promotion, the refund may be recalculated when only part of the order is returned.
Discount eligibility is based on the products the customer keeps after the return.
For example, if returning one or more products means that the remaining order no longer qualifies for the original promotion, the refund may be adjusted to reflect the correct price of the products retained.
Any recalculation will be explained when the return is processed.
Return shipping costs and any applicable restocking fee remain the customer’s responsibility for voluntary returns.
13. STORE CREDIT
In certain circumstances, store credit may be offered as an alternative resolution.
Store credit:
- Is issued at our discretion;
- Is non-refundable;
- Cannot normally be exchanged for cash;
- May only be issued once for the same claim; and
- May be subject to reasonable usage conditions communicated when issued.
You do not have to accept store credit where applicable law entitles you to another remedy.
14. REFUSED, UNCLAIMED, OR UNDELIVERABLE ORDERS
If an order is returned because:
- The delivery address was incorrect or incomplete;
- The customer refused delivery;
- The customer did not collect the parcel;
- The carrier could not complete delivery;
- Required customs charges were not paid; or
- The customer supplied inaccurate delivery information,
we will review the returned parcel after it reaches the appropriate return facility.
Depending on the circumstances, we may offer:
- Redelivery after payment of additional shipping costs;
- A refund of the eligible product amount;
- Store credit; or
- Another reasonable resolution.
Original shipping charges are normally non-refundable in these circumstances.
A restocking fee and other reasonable return costs may be deducted where permitted by applicable law.
15. INCORRECT DELIVERY ADDRESS
Customers are responsible for reviewing their delivery address carefully before completing checkout.
Contact us immediately if you notice an error.
We may be able to correct the address before processing begins, but changes cannot be guaranteed after the order enters fulfillment or has been dispatched.
Bonnie’s Bags is not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer.
16. LOST RETURN PARCELS
We strongly recommend using a tracked return service.
The customer remains responsible for a voluntary return until it is received at the authorized return location.
Bonnie’s Bags cannot issue a refund for a voluntary return that is lost in transit and cannot be verified as delivered.
Keep your receipt, tracking number, and proof of shipment until the return has been completed.
17. CHARGEBACKS AND PAYMENT DISPUTES
Please contact our customer service team before submitting a payment dispute or chargeback.
We will make reasonable efforts to investigate and resolve legitimate order, delivery, product, or refund concerns.
Submitting a chargeback does not automatically cancel an order or replace the return process described in this policy.
This section does not restrict your right to contact your payment provider where you believe a transaction was unauthorized or where you have a legitimate unresolved dispute.
18. POLICY UPDATES
Bonnie’s Bags may update this Return & Refund Policy from time to time.
Changes will be published on this page with an updated revision date.
Changes will not normally affect returns or claims already submitted under an earlier version of the policy, unless required by applicable law.
19. CONTACT INFORMATION
For questions about returns, refunds, cancellations, damaged products, or delivery problems, please contact us:
Shop Name:
Bonnie’s Bags
Email:
info@bonnies-bags.com
Phone:
+1 (757) 817-2681 (USA)
+1 (902) 866-7507 (Canada)
Contact Form:
https://bonnies-bags.com/pages/contact
Customer Service Hours:
Monday–Friday: 11 AM–7 PM
Saturday: 11 AM–7 PM
Sunday: Closed
We aim to respond to customer inquiries within 24 business hours.