Returns & Exchanges

Terms & Conditions:

  1. Returned/exchanged item(s) must be in original condition (unworn, unwashed, unsoiled and unaltered) with all the original packaging, price tags, and labels.
  2. Discounted/promotional items will not be accepted for return/exchange unless confirmed to be a manufacturing defect. Only apparels and shoes can be returned if the purchased item(s) do not fit.
  3. BONIA reserves the right to deny a refund/exchange if the item(s) does not meet the requirements stated.

Return via courier - Online Purchase Item(s) only:

  1. Notify us within 30 days of receipt (for both local and international orders). A Return Authorisation Reference Number will be provided to you.
  2. Return item(s) to the below address and include the following with the return parcel:
    i) Return Authorisation Reference Number
    ii) Original Receipt

    CB FRANCHISING SDN BHD
    Level 6, Ikon Connaught,
    Jalan Cerdas, Taman Connaught，
    56000 Kuala Lumpur,
    Malaysia.

    Attn: E-Commerce Department

Note:

  • It is advisable to ship the returned item(s) by our courier partner and keep the proof of postage certificate, as we cannot be responsible for goods lost or damage in transit.
  • Item returned shall not be done in any of BONIA boutiques or counters. You are required to return the item via shipping only.
  • Any returned item that is not accompanied by a Return Authorisation Reference Number will not be accepted.

 

Return at BONIA stores – In-store purchases only:

  1. For returns at physical stores, we only accept exchange. No refund is allowed.
  2. Valid within 30 days from date of purchase with original receipt.
  3. Where the value of the exchanged item(s) exceeds the value of the returned item(s), the customer shall pay the excess; in other cases, the NO cash refund shall apply.
  4. Applicable for purchases made from BONIA Boutiques within Malaysia.
  5. For more information about Returns & Exchanges, please kindly refer to the details below.

Returns & Exchanges

  1. What is your return policy?
    Returns are accepted within thirty (30) days of receipt for both local and international orders. Kindly contact our e-Customer Care Personnel for further assistance prior to returning your item.

    Please ensure that all returned items are new, unused, and in their original packaging. This applies to eligible items such as BONIA handbags, wallets, shoes, and accessories. 

    Returns that do not meet these conditions, or are sent without prior notification, will not be accepted
  2. I have received a faulty/incorrect item. What should I do?

    We apologize for any inconvenience caused. Kindly contact our e-Customer Care Personnel and provide the following details:   

    • Your order number 

    • A clear photo showing the faulty or incorrect item 

    • A brief description of the issue   


    If the item is available in stock, we will arrange an exchange for a new unit. If the item is out of stock, you may choose to exchange it for another item (with a refund or top-up for any price difference) or opt for a full refund. 

  3. Can I return item that don’t fit?

    Returns are accepted only for apparel and shoes that do not fit.

    Please ensure that all returned items are new, unused, and in their original packaging. Returns that do not meet these conditions, or are sent without prior notification, will not be accepted. 

  4. How long does a refund take?
    Refunds will be issued to the original payment method within ten (10) to fourteen (14) days after we receive and process the returned item. 
  5.  Can I return an item to one of the BONIA boutiques and/or BONIA counters?

    Online purchases cannot be returned or processed at any BONIA boutiques, counters, or outlet stores.

    To ensure your return is handled correctly, please follow the online return procedure by contacting our e-Customer Care Personnel. This will ensure your exchange or refund is processed promptly and efficiently. 

  1. How do I know if you have received my returned item(s)?
    Once your returned parcel has been received and processed, a confirmation email will be sent to your registered email address.
  1. How will I receive my refund? 
    Once the returned item has been received and verified, our e-Customer Care Personnel will initiate the refund. The refund will be issued to your original payment method. 
  1. What is the return / exchange procedure?

    • Our team will reach out to confirm the return or exchange details. 

    • A new Airwaybill (AWB) will be issued to facilitate the return or exchange process. 

    Shipping Cost Responsibility: 

    • If the return is due to a change of mind, the return shipping cost will be borne by the customer. 

    • If the item received is faulty, incorrect, or with a manufacturing defect, the return shipping cost will be borne by us. 

  1. I have received an incorrect refund amount. What should I do? 

    Kindly contact our e-Customer Care Personnel and provide your order number along with the relevant refund details. 

    Our team will investigate and verify the matter. If a discrepancy is identified, the necessary adjustment will be processed accordingly.