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Refund and Return Policy

Last updated: August 2, 2024

Overview

Our refund and return policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Digital content or digital media, such as eBooks
  • Certain health and personal care items
  • Personalized items with the author’s handwritten signature and/or dedication upon request

To complete your return, we require a receipt or proof of purchase from Bong Serrano.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds

Once we receive and inspect your return, we will send you an email notification. This email will inform you whether your refund has been approved or rejected.

If approved, your refund will be processed, minus the PayPal fee from the original transaction. A credit will automatically be applied to your credit card or original method of payment within a few days.

Late or missing refunds

If you haven’t received a refund yet, first check your PayPal account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

If you’ve done all of this and still have not received your refund, please contact us at returns@bongserrano.com.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same one, send us an email at returns@bongserrano.com, and we will provide you with further instructions.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified about your return.

Shipping returns

To return your defective or damaged product, send us an email at returns@bongserrano.com, and we will provide you with further instructions.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

For questions related to refunds and returns, contact us at returns@bongserrano.com.