Returns & Exchanges

RETURN POLICY

Full-Priced Items
Full priced items (including items purchased with the 10% welcome discount) are eligible for a store credit, exchange or refund.

Sale Items
Sale items, almost perfect items and items purchased during sales events (such as Black Friday, Afterpay, Boxing Day etc) are final sale and cannot be returned or exchanged unless faulty or damaged or required by Australian Consumer Law. 

Gift Cards
Gift cards are non-refundable and cannot be returned or redeemed for cash.

RETURN INSTRUCTIONS

Change of Mind Returns
We hope you love your latest purchase but we understand that sometimes, a new piece might not look right in your home so we’re happy to offer you a store credit, exchange or refund for eligible items.

*Change of mind returns do not include furniture or rugs due to their delicate finish and shipping cost so please choose carefully when purchasing these products.

To create a change of mind return:

1. Initiate your return request in our RETURNS PORTAL within 14 days of the date your order is shipped (21 days for international customers).
2. Select the items you want to return and whether you’d like to exchange for another item or receive a refund. If you’d prefer a store credit, please contact us directly studio@bonnieandneil.com.au
3. Once your return is approved, you'll receive a shipping label and instructions via email
4. Print out the label and take your item to any Australia Post outlet to send it back to us. Make sure that your item is in its original, saleable condition or we may reject your return.
5. A $15 AUD return shipping fee will be deducted from your refund. Complimentary standard shipping is provided for approved exchanges, however you will still need to cover the $15 AUD cost of returning your item.
6. Exchanges and refunds will be processed within 5 days of receipt by our studio. Please note, if your item isn’t returned with original packaging and in a saleable condition we may reject your return.

Faulty or Damaged Goods Returns
We carefully inspect each order before it leaves our studio and pride ourselves on the quality of our products. Please inspect your order as soon as you receive it and notify us of any fault or damage

To create a faulty or damaged goods return:

1. Initiate your return request in our RETURNS PORTAL within 14 days of the date your order is shipped (21 days for international customers).
2. You will need to attach images of your faulty or damaged product so we can assess the return.
3. We’ll offer you a replacement product or refund for your return. Once your item is deemed faulty or damaged, we’ll cover the cost of your item being returned to us and also send any replacement product/s free of charge.
4. Print out the label and take your item to any Australia Post outlet to send it back to us.
5. Exchanges and refunds will be processed within 5 days of receipt by our studio.

RETURN CONDITIONS

Orders Not Eligible For Returns

1. Gift Cards
2. Items on sale & 'Almost Perfect' items are FINAL SALE and cannot be returned or exchanged unless faulty or damaged or required by Australian Consumer Law.
3. Sale items include products purchased during sales events including (but not limited to) Boxing Day, Black Friday, Spend and Save Promotions, in-person samples/seconds sale, flash online sales and any other online sales.
4. Items purchased via any Bonnie and Neil stockist.
5. Items which are not considered to be in their original, saleable condition i.e. worn, washed or used.

'Almost Perfect' Items
Please note all 'Almost Perfect' items are FINAL SALE and there are no exchanges, returns or refunds on these items for any reason. Products included in this sale have visual imperfections which may include but are not limited to, small marks, slubs, discolouration, tears or misprints. We endeavour to display a range of imperfections on the product pages but are unable to photograph every product so imperfections may vary. These marks or irregularities do not affect the product’s functionality, quality, or overall use and by purchasing this product, you acknowledge its flaws and understand it is final sale, with no returns. 

Characteristics of Linen
Our products are printed on soft, pre-washed French Flax linen which has a textured finish sometimes showing the presence of thicker threads which form part of the weaving process - this finish is called the linen slub which is printed over and can result in small spaces of unprinted cloth. These perfect imperfections are a characteristic of the fabric and not a product fault.

Variances in Colour
We aim to show the colour of our products accurately online however sometimes there can be slight variances in colour. If your order doesn’t match what you were expecting, you can return your full priced item using our change of mind process, please note that this process doesn’t apply to sale items (which can’t be returned or exchanged unless faulty or damaged).

Gifts with purchase
All gifts with purchase are limited to one per customer and available while stocks last. If your order is partially or fully returned, the gift must also be returned or its value will be deducted from the refund.