Refund Policy

At Bongram customer satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to help make the refund process as smooth as possible. Please review the terms of our refund policy below.

Eligibility for Refunds

To be eligible for a refund, the item must meet the following conditions:

• The item must be unused, in the same condition that you received it, and returned in its original packaging with all labels, tags, and accessories included.
• You must provide proof of purchase, such as an order confirmation or receipt.
• The item must be returned within 4 days of the delivery date.

Please note that certain items are non-refundable for hygiene and safety reasons, such as grooming tools and specific pet accessories. If this applies, it will be indicated on the product page.

Refund Process

To request a refund, please follow these steps:

1. Contact us at Info@bongram.co.uk within 2 days of receiving your item and provide your order number along with details of the product(s) you wish to return.
2. Once your return is approved, you will receive return instructions and the address for sending back the product.
3. After we receive and inspect the returned item, we will notify you via email whether your refund has been approved.

Refund Timeframe

Once approved, refunds will be processed and credited to your original payment method within 3 working days. Please note that depending on your bank or card issuer, it may take longer for the refund to reflect in your account.

If the item is returned outside the specified period or does not meet the refund conditions, we reserve the right to reject your refund request.

Non-Refundable Items

Certain items are not eligible for refunds due to hygiene and safety reasons. These include:

• Grooming tools
• Opened pet toys
• Personalized items

Please check the product description to verify if an item is non-refundable before making your purchase.

Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the original shipping fee (if any) will be deducted from your total refund unless the item is faulty or incorrect.

Late or Missing Refunds

If you haven’t received a refund within the expected timeframe, please take the following steps:

1. Check your bank or card statement again.
2. Contact your bank or credit card company, as there may be processing delays before your refund is officially posted.

If you’ve followed these steps and still have not received your refund, please contact us at Info@bongram.co.uk.

Faulty or Incorrect Items

If the product you received is faulty, damaged, or incorrect, please contact us immediately at Info@bongram.co.uk. We will arrange for the return and offer a full refund or replacement, including any original shipping costs, at no additional cost to you.

Exchanges

We do not offer direct exchanges through our refund process. If you would like to exchange an item, please follow our return process and place a new order for the desired product.

Cancellations

You may cancel your order before it has been dispatched by contacting us at Info@bongram.co.uk. If the order has already been shipped, you will need to follow our return process to obtain a refund.

Contact Us

If you have any questions about our refund policy or need assistance, please contact us at:

WORSH MADE TRADE LIMITED
Riverside Mill, Lune Street, Burnley, Lancashire, BB12 8DG
Email:Info@bongram.co.uk