Return and Refund Policy
Cancellation
Order cancellation is only possible when an order has not yet been processed (personalised items) or has not yet been shipped (non-personalised products).
Returns
Purchases made on our website are protected by Legislative Decree 206/2005, which grants the consumer the right of withdrawal within 14 calendar days of receiving the goods.
Return policy for non-personalised products
To be eligible for a return, your item must be in the same condition in which you received it — unused and in its original packaging.
We are not obliged to accept returns for sealed items that cannot be returned for hygiene reasons once opened, unless the items are defective or incorrectly described.
How to Exercise the Right of Withdrawal
Send a written notice within 15 days by email to assistenza@bonbonkids.it.
The notice must include the product codes you wish to return. In the event of defects, we also recommend attaching a photo of the problem encountered.
Products with Manufacturing Defects
Products with defects or damage will be replaced within 30 business days (subject to product availability) or refunded.
Collection and re-delivery will be at our expense.
Fragile products such as wood furniture (cots, beds, wardrobes and chests of drawers) can only be returned in their original packaging, with all protective materials intact, and must never have been used or assembled.
Note: Assembling the item may result in wear and therefore make it impossible to exercise the right of withdrawal.
Products without Defects (Change of Mind)
Products that have no defects but are the subject of a change of mind must be returned intact, in the original packaging and with all labels attached. Return shipping costs are at the customer's expense.
We recommend using insured shipping to avoid damage during transit, for which we cannot be held responsible.
Refunds
We will notify you once we have received and inspected your return, and will let you know whether the refund has been approved. If approved, the refund will be automatically processed to your original payment method. Your bank or credit card company may require some time to process and credit the refund.
- Personalised items are non-refundable unless there are evident manufacturing defects or the error arose from an incorrect interpretation of the customer's request, documented by photos or email.
- Discounted products are not subject to the right of withdrawal.
In accordance with the EU Consumer Rights Directive (2011/83/EU), personalised products cannot be returned or refunded once the production process has started or the goods have been shipped.
By placing an order for personalised products, you acknowledge and accept that these items are non-returnable and non-refundable once shipped.
If you have any concerns, you may submit complaints through the European ODR platform.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item.
Any damage, missing item or defect must be reported within 24 hours of delivery.
Send your complaint with:
- Photos of the entire exterior of the package (general condition).
- Photos of the opened package, showing the contents and internal packaging.
- A detailed close-up photo of the actual damage to the item.
Exchanges
The quickest way to get what you want is to return the item you have and, once the return has been accepted, make a separate purchase for the new item.
Delays and Lost Packages
Investigations within the EU (including Switzerland and Denmark) may take up to 7 days from the moment you contact us about a delayed delivery.
Investigations outside the EU may take up to 28 business days. If the package is not delivered within this timeframe, we will open an investigation which may take a further 14 business days.
