Store Policies

Welcome to Boncho Friends (Boncho). We strive to provide high-quality educational products and transparent service terms. Please review our store policies below regarding order cancellations, returns, refund processing, damaged items, digital products, and pre-orders.

1. Order Cancellation Policy

We process orders quickly to ensure fast delivery. If you need to cancel an order, please review the options below:

Cancellation Before Shipment

• How to Request: Email us immediately at friends@bonchofriends.com.
• Processing Fee: Cancellations made prior to shipment are subject to a 3% processing fee to cover non-refundable payment processor charges.
• Refund Issuance: Upon confirmation, the remaining balance will be processed for refund immediately. Please note that depending on your financial institution, it may take additional time for the funds to appear on your statement.

Cancellation After Shipment

• Once dispatched, orders cannot be canceled as a standard pre-shipment cancellation.
• If a package is refused upon delivery or returned to sender after dispatch, your refund will be processed after the package is returned back to our facility. 

  How to Refuse a Package

  - Before delivery: Tell the mail carrier you refuse the item, or write "REFUSED" clearly on the unopened box and leave it back in or near your mailbox.
  - After delivery: Keep the box unopened, write "REFUSED" on it, and hand it back to your mail carrier or take it to your local post office counter.

• A 15% restocking fee will be applied, and original shipping fees remain non-refundable.

2. Standard Return Policy

Return Eligibility Requirements

We offer a 30-day return policy for eligible items. You have thirty (30) calendar days from the date of receipt to request a return.

To qualify for a return:

• The item must be unused, undamaged, and in its original condition.
• The item must have all original tags attached and be in its original packaging.
• Proof of purchase (receipt or order number) must be provided.

Restocking Fees

Restocking fees will be deducted from your final refund amount to cover handling and processing:

• Unopened Items: 15% restocking fee applies.
• Opened Items: 30% restocking fee applies. (Opened items are eligible only if all original components and contents are fully included.)

How to Initiate a Return

1. Contact customer support at friends@bonchofriends.com to request a return.
2. If approved, we will send you a return shipping label and detailed instructions.
3. Important: Items sent back to us without prior return authorization will not be accepted or refunded.

Exchanges

We do not offer direct exchanges. The fastest way to get the desired item is to return the original item for a refund and place a separate purchase for the new item.

3. Refund Processing & Timelines

• Once your returned item is received and inspected, we will notify you via email regarding your refund status.
• Once processed, allow 5 to 10 business days for the credit to issue.
• Financial institutions may take additional time to reflect the credit on your statement (up to 15–20 business days).
• If more than 20 business days have passed since your refund approval and you have not received it, please contact us at friends@bonchofriends.com.

4. Damaged Items Policy

We take immense care in packing your products. However, if your package arrives damaged in transit, please follow these steps:

Claim Requirements

• Time Limit: Contact us within 24 hours of receiving the package.
• Required Proof: Email friends@bonchofriends.com with clear photographs showing both the damaged product and the external packaging (box/mailer).

Assessment and Resolution

• We will review your claim within 5 business days of receiving your photos.
• Approved claims for carrier-damaged items may be resolved via store credit, a partial refund, or a replacement, depending on the severity of the damage.
• Original shipping and handling fees are non-refundable.
• Boncho reserves the right to deny claims if damage is caused by customer misuse, environmental factors, or lacks conclusive proof of transit damage.

5. Digital Goods & Instant Downloads Policy

Due to the instant delivery nature of digital products, the following terms apply:

• Undownloaded Digital Products: Eligible for a full refund upon request within 30 days of purchase, provided the file has not been downloaded.
• Downloaded Digital Products: Once a digital file has been downloaded, refunds are generally not offered. Post-download refund requests are evaluated on a case-by-case basis at the sole discretion of Boncho.
• Product Versions: Digital cards represent the most updated versions available and may differ slightly from previously or currently printed physical study cards.

6. Non-Returnable & Final Sale Items

Certain products and purchase types are strictly excluded from returns, refunds, or exchanges:

• Sale & Clearance Items: Any items marked "Sale" or "Final Sale."
• Gift Cards: Non-refundable and cannot be redeemed for cash.
• Physical/Digital Bundles: Combination purchases of physical and digital study cards are considered Final Sale.
• Partial Bundle Returns: If returning an item purchased as part of a bundle, your refund will equal the price of the returned item minus the full original promotional discount or free item value included in the bundle.

7. Pre-Order Terms & Conditions

By placing a pre-order ("Pre-Order") with Boncho, you agree to the following terms:

• Payment & Taxes: You will be charged the full purchase price at checkout via Shopify Payments. The purchase price does not include local import duties, customs fees, or taxes, which remain the sole responsibility of the customer.
• Shipping Estimates & Delays: Listed ship dates are estimates based on manufacturing schedules and are subject to change. Boncho is not liable for damages or obligated to offer discounts, credits, or refunds due to manufacturing or shipping delays.
• Fulfillment & Address Updates: Pre-Orders are fulfilled chronologically. You are responsible for keeping your shipping address updated prior to fulfillment by contacting friends@bonchofriends.com.
• Cancellation Restrictions: Pre-Orders are final, non-cancelable, and non-refundable. However, if Boncho is ultimately unable to ship a Pre-Order product, the project will be canceled and a full refund will be issued.