Refund policy

We want you to love what you choose.

We offer returns on eligible items to help you feel confident ordering. As a small business, we do our best to create a smooth experience while ensuring our products, service and operations remain sustainable.

We provide detailed product descriptions, imagery and measurements to support confident shopping. If you’re unsure about an item, please reach out before purchasing—we’re happy to provide additional guidance or images.

Here's a quick returns summary

Returns accepted on full-priced items within 14 days if unused and in original conditions
Sale items (over 20% off) are final sale
Change of mind returns receive store credit or refund (fees and return shipping apply)
Some items are non-returnable due to hygiene or resale limitations
Bundles are adjusted if part is returned
Colour variation and minor size differences are not faults
Orders cannot be changed or cancelled once placed

Returns

Returns must be lodged via our Returns Portal . From there, you can submit your return, generate a return label, and select your preferred return option.

We accept returns on full-priced items within 14 days of delivery, provided they are:

Unused and in original condition
Returned with all tags, dust bags and protective packaging
Suitable for resale

Return options available via the portal:

Store credit – Australia Post return label can be purchased via the portal
Refund to original payment method – $10 restocking and processing fee deducted, plus Australia Post return label purchased via the portal

Original shipping fees are not refundable.

Returns that are incomplete, used, or not in original condition may be declined or may have repackaging fees deducted.

If your order included a free gift, it must be returned in full for a refund. If the gift is not returned, its value will be deducted from the refund amount.

What is “Free Returns + Package Protection” Coverage?

When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for an exchange or store credit for free. If your item is lost or damaged in transit, your order is also protected.

If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

Sale items

Items purchased on sale and discounted more than 20% are final sale and are not eligible for return, exchange or refund unless deemed faulty under Australian Consumer Law.

Please check your cart carefully before placing your order, as we’re unable to cancel, change or combine orders once submitted.

Bundles

We love offering value through bundles. If part of a bundle is returned, the original bundle pricing no longer applies.

If you return one or more items from a bundle purchased during a non-storewide sale (discounted 20% or less), we can offer store credit or exchange for eligible items. In this case:

Remaining items are treated as full-price
Store credit reflects the actual price paid for the returned item, adjusted based on items retained

This ensures bundle discounts are applied fairly based on what is kept.

Non-returnable items

Due to hygiene and quality standards, the following items cannot be returned unless faulty:

Toiletry bags
Glasses cases
Jewellery cases
Earring holders
Product care items

These items are considered personal-use or hygiene-sensitive and cannot be resold once handled. Usage of care products cannot be verified.

Colour display

We aim to represent product colours as accurately as possible using both studio and lifestyle photography. However:

Colour may vary due to individual screen settings, lighting or device type
Colour variation is not considered a fault
Coated canvas items have a natural sheen and may appear lighter in bright light or at different angles

All images are professionally reviewed for accuracy and are not colour-altered.

Product measurements

Measurements are taken from empty items or flat templates. Due to manufacturing and stitching processes, a variation of 5–10mm may occur.

Exchanges

We offer instant exchanges via our online returns portal so you can secure your new item immediately and have it shipped straight away; simply return your original item in unused, resalable condition using the return label issued, and provide your card details for an authorization hold - if the original item is not returned within 10 days of lodging your return, your payment method will be charged.

Warranty and faults

Fault on arrival
Please contact us within 48 hours of delivery at support@bonmaxie.com.au with your order number and clear images if you believe your item arrived with a fault.

Fault within 12 months of use
All Bon Maxie items are covered by a 12-month manufacturing warranty. If a functional fault develops during this period, please email us with your order number and images. We will submit the claim to our manufacturer for review. If deemed a manufacturing fault, a replacement will be offered.

General wear and tear, including scratches, marks or signs of use over time, is not considered a fault.

Preorders

Orders containing preorder items will ship once all items are in stock. Express Post applies to delivery speed only and does not expedite fulfilment. Preorder items cannot be cancelled or changed after purchase due to stock allocation planning.

Order changes and cancellations

Due to fast warehouse processing, we’re unable to cancel, combine or edit orders once placed. Please double-check your cart and shipping details before checkout.

Incorrect items

If you receive an incorrect item, please email us with your order number and a photo. To be eligible for a replacement, the item must be unused and returned in original packaging.

Why we offer Transit Cover

Unfortunately, parcel carriers rarely take responsibility when something goes wrong—lost, stolen or damaged orders are often dismissed as “just part of shipping.” That leaves both you (waiting, empty-handed) and us (replacing stock that was shipped properly) in a tough spot.

We offer optional Transit Cover so if your order is lost, stolen or damaged in transit, we can step in quickly to help replace it—without waiting weeks for the courier to investigate. While we still need confirmation from the carrier, they rarely cover the cost, and their process is often slow or inconclusive.

Carriers do charge for their own insurance, but we’d rather give you the choice—especially since not everyone wants or needs it.

For lost or damaged parcels, we follow the Australia Post and courier investigation process.

Copyright and intellectual property

All Bon Maxie designs, content and photography are protected under copyright and trademark law. Reproduction or use without written permission is not permitted.

By placing an order with Bon Maxie, you agree to the above terms. This policy may be updated at any time without notice.