Refund & Cancellation Policy

1. Cancelling before we receive your item

If you cancel before the item has been received at our origin collection point, you receive a full refund of everything you paid, less any payment-processing charge that Cashenvoy does not return to us.

2. Cancelling after we receive your item but before it ships

We refund the customs handling fee and the last-mile delivery fee. The service fee is retained to cover the handling and coordination already performed. The item is returned to you or to your nominated contact at the collection point.

3. After a shipment has left the origin country

Once a shipment is in transit it cannot be cancelled and fees are non-refundable, because the carriage and clearance costs have been committed on your behalf.

4. Failed delivery

If delivery fails because of an incorrect address or an unavailable recipient, we will hold the item and arrange a second attempt. A further delivery fee may apply. If the item cannot be delivered at all, we will agree a return or disposal route with you; carriage fees already incurred are not refunded.

5. Loss or damage

Where a shipment is lost or damaged in our care, we refund the fees you paid for that shipment and compensate up to the declared value, subject to the liability cap in our Terms of Service. Claims must be raised within 14 days of the delivery or expected delivery date.

6. Prohibited items

If a shipment is seized, refused or destroyed because it contained a prohibited or misdeclared item, no refund is due and you remain responsible for costs already incurred.

7. How to request a refund

Email ship@bonwarehouse.com with your shipment reference, the reason for the request and any supporting photographs. We acknowledge within 2 working days and decide within 7 working days.

8. How refunds are paid

Approved refunds are returned to the original payment method through Cashenvoy, in the currency you paid. Your bank may take a further 5-10 working days to show the credit.