Return

‘Return’ is defined as the action of giving back the item(s) purchased by the Buyer to the Seller on the Bongchie website.

Replacement

‘Replacement’ is the action or process of replacing something in place of another. A Buyer can request for replacement whenever he/she is not happy with the item, reason being damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.

Buyer is asked for “Reason for Return/Replacement”. Among others, the following are the leading reasons:

• Item was defective
• Item was damaged during the Shipping
• Products was/were missing
• Wrong item was sent by the Seller
• Item delivered had a size mismatch issue
• Item was expired

Intimation shall be provided to Seller seeking either “approval” or “rejection” of the return/replacement request raised by the Buyer.

Points to be noted:

Seller can always accept the return/replacement request irrespective of the policy.

If Seller disapproves a return/replacement request, Buyer can file a dispute.

We encourage the Buyer to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.

Buyer needs to raise the return/replacement request within the return/replacement period applicable to the respective product along with photographs (of the parcel box as well as other products received) or other relevant proof as requested by Bongchie.

Once Buyer has raised a return/replacement request by contacting us on our Customer Care Number or our Grievance Redressal Email, Seller will return/replace the product only after the shipment is received by the seller.

In case the Seller doesn’t have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

All shipping and other charges with regards to replacement of product(s) shall be borne and incurred by the Seller.

Return Acceptance Conditions

Conveniently place your return request online by raising an issue in your Bongchie account or by calling us on +91 – 8130120052 or by mailing us on our
Email: info@bongchie.com

• In case of Wrong Product/Size Exchange, issue can be raised within 72 hours of the order delivery along with photographs (of the parcel box as well as other products received) or other relevant proofs on our email
• If after opening the package customer discovers that the item is missing, the return request should be filed within 48 hours of the order delivery along with photographs (of the parcel box as well as other products received) on our email
• In case of a damaged packaging, do not accept the delivery of that particular package. In case you have received it and later, after opening the package, discover that the item(s) is Damaged/Defective, the return request should be filed within 24 hours of the order delivery along with photographs (of the received parcel box as well as the product) on our email

Important Points to Remember

• Please ensure that the product to be returned is unused and in original condition. Including everything you’ve received for the particular product you want to return like price tags, labels, invoice, original packing including box, freebies and accessories. In case the Product(s) returned by the customer does not fulfil these conditions then Bongchie is not liable to re-conduct the delivery of the returned product(s)
• In case where a customer had ordered multiple products and if one of the product(s) gets damaged in transit then Bongchie will either replace the damaged product(s) and not the complete order. In case of non-availability of the product(s) Bongchie will refund the amount of only the damaged product(s) and not the complete order
• In case of Refunds, the entire amount paid by you including shipping charges are transferred to your account
• Once your request to return an order is approved, a pickup will be initiated, after the product is received by us, it is verified against your claim and accordingly, replacement or refund is initiated
• In the rare scenario where a reverse pickup cannot be done in certain areas, you can ship the product through any other courier. In case of Self-Shipment, Bongchie will reimburse your courier charges (max. up to Rs. 50/-)
• Replacement is subject to availability of stock with the Seller. In case a Replacement is not available, Seller will refund the amount for the same

Return/Replacement Non-Acceptance Conditions

There are certain scenarios where it is difficult for us to support returns/replacements.

• Return request is made outside the specified time frame
• Any wrong ordering or partially consumed products do not qualify for return
• We shall not be liable for refunds/replacements for any incidental damage up to 25% of total product quantity as it may be a result of courier handling etc.
• Damages above 25% of the total product quantity shall be covered under our return/replacement policy
• Anything missing from the package related to the product including price tags, labels, invoice, original packing of product, parcel box, freebies and accessories
• Product is damaged due to misuse or Incidental damage by the customer
• Any consumable item that has been used or the seal is broken
• Products with tampered or missing serial numbers

We assure you that all products sold on Bongchie are brand new and 100% genuine. In case the product you received is ‘Damaged’, ‘Defective’ or ‘Not as Described’, our Friendly Returns policy has got you covered.

Bongchie Replacement Guarantee:

If you have received a Wrong/Defective product you can raise the Return request to get a replacement within 72 hours of delivery, in case of Damaged/Missing Product, the Return request should be filed within 24 hours of delivery. Please contact us with a replacement request or raise an issue in your Bongchie account. The item will be recalled and a brand new replacement, subject to availability, will be shipped to you at the earliest.

If you are not satisfied with the quality of the product delivered, you can request an exchange in a different variant. (Please ensure that the product is in unused and original condition).

After the product is received by us, it is verified against your claim and accordingly, Replacement or Refund is initiated.

Bongchie reserves the right to cancel the return request, in the event of fraudulent and unjustified complaints regarding the quality and content of the products. Under such conditions, the products will be discarded.

Return Process

1. For Return intimation, please visit www.bongchie.com or alternatively call us at +91 – 8130120052 (Open 10 AM – 7 PM from Monday – Saturday)
2. Bongchie customer care team will verify the claim made by the customer within 72 (seventy-two) business hours from the time of receipt of complaint
3. Once the claim is verified as genuine and reasonable, Bongchie will initiate the collection of product(s) to be returned
4. The customer will be required to pack the product(s) in its original packaging
5. Refund will be completed within 30 (thirty) days from date of reverse pick up (if required)

Cancellation Policy

Customer cancellation

The customer can cancel the order for the product directly by logging in Bongchie account till we ship it. Orders once shipped cannot be cancelled.

After shipping if a customer still doesn’t need the product he/she may refuse to accept it from the courier partner and we will initiate a refund, after deducting the shipping charges incurred, only when the product is received by us.

Other cancellations

Bongchie also reserves the right to cancel any orders that our courier partners are unable to accept and service due to certain reasons.

Some other situations that may result in your order being cancelled include:

• Non-availability of the product ordered by you
• Non-availability of the quantities ordered by you
• Any other reason beyond the control of Bongchie