Damages, Exchanges & Returns
Damaged Goods
If a product arrives damaged, please stop unpacking immediately and notify us without delay. All claims must be submitted within ten (10) days of receipt. To report an issue, please contact our customer service team at (225) 612-5533 or email info@bonnecaze.com.
Photographs of the damaged item(s), along with images of the packaging, are required to process any claim. Please retain all original shipping cartons, packaging materials, and merchandise until further notice. Claims may be denied by the carrier if any original packaging is missing or if the merchandise has been altered in any way.
Exchange or Return
To initiate a return or exchange, you must first obtain a Return Merchandise Authorization (RMA) number by contacting us. This number must be clearly marked on the outside of the return shipment.
All returns must include either a copy of the original packing slip or a completed Exchange/Return Form. The form must include your and/or your company information, RMA number, order number, product details, and reason for return or exchange.
Returns will not be accepted without prior written authorization and a valid RMA number. Shipments received without the required documentation may be refused.
All claims for returns or exchanges must be made within ten (10) days of receipt. Merchandise must be returned in its original condition to qualify for credit. Items that have been altered will not be accepted.
Once the returned item is received and inspected, we will process the exchange accordingly. If there is a price difference between items, the balance will either be invoiced or refunded as applicable.
Custom orders and made-to-order items are final sale and are not eligible for exchange.
Shipping costs associated with exchanges are the responsibility of the customer unless the exchange is due to a confirmed defect or shipping error.
The buyer is responsible for arranging and ensuring the safe return of the products, including proper packaging and handling to prevent damage in transit. It is the customer’s responsibility to repackage an item for return, not the seller.
Freight and Packaging Requirements
If your shipment was delivered via freight on a pallet, you are responsible for arranging the return in the same manner, unless otherwise authorized in writing by Bonnecaze. All items must be securely strapped to the pallet to ensure safe transport.
Returns of any table will only be accepted if the item is in its original packaging. The product box must be placed inside a certified outer shipping carton with adequate protective materials.
The product box alone is not suitable for shipment under any circumstances. No exceptions will be made.
Restocking Fees
Bonnecaze reserves the right to apply a 15% restocking fee to approved returns. A 25% restocking fee may be applied to items not returned in their original condition and/or packaging.
Defective Goods
If you believe an item is defective, please contact us within ten (10) days of receipt. Verified defective items will be replaced accordingly.
Please note that variations due to hand craftsmanship are not considered defects but are inherent characteristics of the product.
