Return & Exchange

FAULTY ITEMS

The products will be considered faulty if they are received damaged, or a manufacturing fault occurs within 30 days of purchase. Products damaged as a result of wear and tear are not considered to be faulty.

When possible, we’re happy to repair faulty items. Alternatively, we’d love to replace them with a new ones.

In any case, it is not possible to replace the order with an item different from the original design.

If the product is not faulty the customer can exchange it only once – if the size he has ordered does not fit. If the not faulty customer cannot return the product for no other reason than the wrong size and also can do so only once. After the customer has received an exchanged product in a different size he can no longer return it.

If the customer needs to return his products he can submit the Returns Form for his clothes. We'll then send you details on how to return them to us and confirm the next steps to remake or refund your products. Alternatively, he can also contact the support of the webshop.

MONEY-BACK POLICY (REFUND)

Customers may only request a full refund if the product is faulty. If the product is faulty customer can either choose Bisonoo to replace/repair it or choose a full refund. If he chooses a full refund he needs to contact the support of the webshop or he can also choose to fill in the return form on the return policy section of the webshop.

GUARANTEE POLICY

Each product has a 30-day guarantee policy. If any defect occurs within the 30 days, then the customer has the right to request a repair/replacement or refund. The guarantee policy does not cover damage that occurs in some of the following terms:

• The customer has used his clothes under extreme conditions

• Discoloration of the skin after incorrectly used for staining or cleaning

• Damaged done on purpose

WRONG PRODUCT AND DIFFERENTIATION OF THE ORDERED DESIGN

The received product may differ slightly from the visualization of the product from the site. Slight differences like slight color variation are not considered a reason for the product to be considered faulty. Products are considered wrong if there is a significant variation of the type of the chosen color, accessories, size, or other key features from the ordered product. In this case, the product can be considered faulty and can be replaced/repaired or refunded following the known procedure. Customers must very carefully describe the differences from the ordered product.

ORDER CANCELLATION

The customer may cancel his order for custom-made models at any time unless the order has been sent as a request for manufacturing in the factory. The customer will be informed via email about any change in the status of his order. Once his order gets the status “in manufacturing process” then he may no longer cancel his order. He will get an automatic email about the status change. Once this happens we will no longer have the ability to cancel his order. The customer will also not be able to cancel his order.

If the customer has the right to cancel the order (the order has not yet reached the status „in manufacturing process” then he can do so by contacting the support of the webshop or by login into his account in the webshop.

If a customer wishes to make a change in an already ordered product, then he must first cancel his order and go to his profile in the webshop. Through there he must go to “my orders” and click on the ordered product he wishes to edit. Then he will go to the product page with configuration features and may make the desired changes. Then he must make a new order. He must also be sure that he has canceled his previous order.

Customers may cancel any order for a non-personalized model (from the Ready-to-wear collections) at any time before shipment for no reason. Customers can order replacement and/or return a product within 14 days. The request for free return/exchange must be submitted at our Return Center. As an alternative customers can complete this form. If our clients encounter any difficulties, they can contact our customer service center for assistance.