At Bonnie Bray, we want you to love your sweater as much as we do. However, if you’re not completely satisfied with your purchase, we’re happy to offer a hassle-free return and exchange process to ensure your shopping experience remains seamless. This policy outlines the conditions and steps for returning or exchanging items purchased from bonniebray.com.

    For any inquiries, please contact our support team at feedback@bonniebray.com.

    1. Eligibility for Returns & Exchanges

    To be eligible for a return or exchange, the item must meet the following conditions:

    • The return request must be made within 30 days of the delivery date.
    • The item must be unused, unwashed, and in its original packaging with all tags attached.
    • The item must be free from stains, odors, pet hair, or any damage caused by improper handling.
    • A valid proof of purchase (order confirmation email or receipt) is required.

    Items that do not meet these conditions may be refused or subject to a partial refund.

    2. Non-Returnable Items

    We are unable to accept returns or exchanges for:

    • Final sale or clearance items (marked as non-returnable on the product page).
    • Customized or personalized sweaters (e.g., monogrammed or made-to-order items).
    • Items purchased from third-party retailers (only purchases made on bonniebray.com are eligible).
    • Gift cards and promotional items.

    3. How to Initiate a Return

    If you would like to return an item, follow these steps:

    1. Contact Us – Email feedback@bonniebray.com with your order number, item details, and reason for return.
    2. Receive Return Authorization – If your request is approved, we will provide a return authorization and shipping instructions.
    3. Package the Item – Place the item securely in its original packaging to prevent damage.
    4. Ship the Item – Use a trackable shipping service to return the product to our designated return center.
    5. Processing & Refund – Once we receive and inspect the item, we will process the refund within 5-10 business days.

    Important: Customers are responsible for return shipping costs unless the item is defective or incorrect.

    4. Refund Policy

    • Refunds will be issued to the original payment method used for the purchase.
    • Original shipping fees are non-refundable, unless the return is due to our error.
    • If the return is approved, you will receive a confirmation email once the refund has been processed.
    • Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

    5. Exchanges

    If you wish to exchange an item for a different size, color, or style, please follow these steps:

    1. Contact Us – Email feedback@bonniebray.com with your exchange request.
    2. Return the Original Item – Follow the return process as outlined above.
    3. Place a New Order – To ensure availability, we recommend placing a new order while your return is being processed.
    4. Receive Your New Item – Your exchanged item will be shipped according to our standard delivery times.

    Note: We do not offer direct exchanges. Instead, you will need to return the original item and place a new order.

    6. Damaged, Defective, or Incorrect Items

    If you receive an item that is damaged, defective, or incorrect, please notify us within 7 days of delivery by emailing feedback@bonniebray.com with:

    • Your order number
    • Photos of the defective or incorrect item
    • A brief description of the issue

    We will promptly arrange for a replacement, refund, or store credit at no extra cost to you.

    7. Return Shipping Costs

    • Customers are responsible for return shipping costs, except in cases where the return is due to a defective or incorrect item.
    • We recommend using a trackable shipping method, as we are not responsible for lost or undelivered returns.

    8. Late or Missing Refunds

    If you have not received your refund after 10 business days, please follow these steps:

    1. Check Your Bank Account – Some refunds may take additional processing time.
    2. Contact Your Credit Card Provider – Some financial institutions may have delays in posting refunds.
    3. Reach Out to Us – If you still have not received your refund, email us at feedback@bonniebray.com, and we will assist you.

    9. Changes to This Policy

    Bonnie Bray reserves the right to update or modify this Returns & Exchanges Policy at any time. Any changes will be posted on this page with an updated Effective Date. Please review this policy periodically to stay informed.

    10. Contact Us

    If you have any questions or need assistance with your return or exchange, please reach out to us:

    📧 Email: feedback@bonniebray.com
    🌐 Website: bonniebray.com

    Thank you for shopping with Bonnie Bray! We appreciate your support and look forward to providing you with the best shopping experience.