Refund policy

Return and Refund Policy

Last updated: 20.07.2026

This Return and Refund Policy applies to purchases made through the BONQUERÉ online store.

The seller is:

BONQUERÉ Group s.r.o.

Registered office: Varšavská 715/36, Vinohrady, 120 00 Praha 2, Czech Republic

Company registration number: 29575656

VAT number: Coming Soon

Customer service email: customer.care@bonquere.com

Nothing in this policy limits or excludes any mandatory rights available to consumers under applicable European Union or national consumer-protection law.

1. Your right to withdraw from an online purchase

If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from your online purchase without giving any reason.

The withdrawal period expires 14 days after:

the day on which you, or a person nominated by you other than the carrier, receives the goods; or
for an order containing multiple goods delivered separately, the day on which you receive the final item.

To exercise your right of withdrawal, you must notify us clearly before the withdrawal period expires.

You may do so by:

emailing customer.care@bonquere.com;
submitting a request through [RETURN PORTAL OR RETURN REQUEST URL]; or
using the model withdrawal form included at the end of this policy.

Your notice should include:

your full name;
your order number;
the email address used for the order;
the item or items you wish to return; and
a clear statement that you are withdrawing from the purchase.

You do not need to provide a reason for exercising your statutory right of withdrawal.

2. Returning goods after withdrawal

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision.

Unless we provide different instructions, returns must be sent to:

Pilzen Warehouse, Czech Republic

Please do not send returns to our registered office unless that address is also expressly identified as the return address.

We recommend using a tracked shipping service and retaining proof of postage until the return has been completed and refunded.

Packages sent to us without sufficient postage, cash on delivery, or with customs charges payable by us may be refused where permitted by law.

3. Condition of returned goods

You may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics, fit and functioning, in the same way that you would ordinarily inspect it in a physical store.

Returned items should, where reasonably possible, be:

unworn, other than for fitting;
unwashed;
unaltered;
free from perfume, deodorant, cosmetics, stains, hair and other marks;
returned with original tags and labels attached;
returned with any accessories, protective materials and branded packaging supplied with the item.

The absence of original packaging does not automatically remove a statutory right of withdrawal. However, you may be responsible for any reduction in the value of the goods caused by handling beyond what was reasonably necessary to inspect them.

We may reduce the refund to reflect a demonstrable loss in value caused by excessive handling, damage, wear, washing, alteration or incomplete return of the product.

This condition assessment does not affect your rights where an item is defective, damaged, incorrectly supplied or otherwise not in conformity with the contract.

4. Return costs for change-of-mind returns

For a return made under the 14-day right of withdrawal because you changed your mind, ordered the wrong size or no longer want the item, you are responsible for the direct cost of returning the goods unless:

we expressly agree to cover the return cost;
we provide a prepaid return service at no charge; or
applicable mandatory law requires us to bear that cost.

Any optional prepaid return-label charge will be clearly disclosed before it is deducted from your refund.

Original premium, express or upgraded delivery charges are not refundable beyond the cost of the least expensive standard delivery method offered for the order.

5. Refunds following withdrawal

If you validly withdraw from the purchase, we will reimburse:

the price paid for the returned goods; and
the original delivery charge up to the amount of the least expensive standard delivery method that we offered.

We are not required to reimburse additional costs resulting from your choice of an express, premium or other delivery method that was more expensive than our standard delivery option.

We will issue the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold reimbursement until:

we have received the returned goods; or
you provide adequate evidence that you have sent them back,

whichever occurs first.

Refunds will normally be made to the original payment method used for the purchase unless you expressly agree to another method. You will not be charged a refund-processing fee by BONQUERÉ.

The time taken for the refund to appear in your account after we issue it depends on your bank, card issuer or payment provider.

6. Items excluded from the statutory withdrawal right

The statutory right of withdrawal may not apply to goods that fall within an exception permitted by applicable law, including:

goods made to your specifications or clearly personalised;
sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;
goods that, after delivery, have become inseparably mixed with other items; or
any other category lawfully excluded from the right of withdrawal.

An exclusion will apply only where legally permitted and where the nature of the product or relevant restriction was made clear before purchase.

Ordinary clothing is not automatically excluded merely because it has been tried on. Any hygiene-related restriction will be assessed narrowly and in accordance with applicable consumer law.

7. Sale, promotional and discounted items

Sale, promotional and discounted items are covered by the same statutory withdrawal and conformity rights as full-price items unless a specific lawful exception applies.

A price reduction does not remove your rights in relation to:

the 14-day statutory withdrawal period; or
defective, damaged, misdescribed or non-conforming goods.

If an item was discounted because of a specific defect that was clearly disclosed and accepted before purchase, you may not be entitled to make a conformity claim based solely on that disclosed defect. Other statutory rights remain unaffected.

8. Exchanges

We do not guarantee direct exchanges unless an exchange service is expressly offered during the return process.

The fastest way to obtain another size, colour or product may be to:

return the original item in accordance with this policy; and
place a new order for the replacement item.

Replacement items are subject to availability. We cannot reserve inventory while a return is in transit.

Where we agree to process an exchange, the replacement shipment may be treated as a separate transaction for accounting, tax and inventory purposes.

9. Incorrect, damaged or defective goods

Please inspect your order as soon as reasonably possible after delivery.

arrived damaged;
is defective;
is materially different from its description;
is missing from the shipment; or
is not the item you ordered.

Please provide:

your order number;
a description of the issue; and
clear photographs where reasonably useful.

Do not return a defective or incorrectly supplied item at your own expense before receiving our instructions.

Where the goods are defective or otherwise not in conformity with the contract, we will provide an appropriate remedy in accordance with applicable law. This may include:

repair;
replacement;
a proportionate price reduction; or
termination of the contract and a refund,

depending on the circumstances and the applicable legal requirements.

Reasonable return-shipping costs for confirmed defective, damaged or incorrectly supplied goods will be borne by BONQUERÉ.

10. Legal guarantee for goods

Consumer goods sold within the European Union are covered by a minimum two-year legal guarantee of conformity beginning when the consumer receives the goods. National law may provide additional protection.

The legal guarantee applies where goods are defective, do not correspond to their description, lack agreed qualities or are otherwise not in conformity with the purchase contract.

A commercial warranty, manufacturer’s warranty or voluntary return policy does not replace or reduce the legal guarantee.

Claims under the legal guarantee should be directed to BONQUERÉ as the seller using customer.care@bonquere.com.

Normal wear and tear, accidental damage, misuse, failure to follow reasonable care instructions, or damage caused by unauthorised alteration is not treated as an original lack of conformity, except where mandatory law provides otherwise.

11. Gifts

Where an order was marked as a gift but purchased by another person, any refund will normally be issued to the original payment method used by the purchaser.

We may offer store credit to the gift recipient at our discretion, but this does not alter the purchaser’s statutory rights.

12. Gift cards and store credit

Gift cards and store credit are subject to applicable mandatory law and any specific terms presented when they are issued.

Unless required by law:

gift cards cannot be exchanged for cash;
refunds for purchases paid with a gift card will be returned to a gift card or equivalent store credit; and
where an order was paid using multiple payment methods, the refund may be allocated across those methods in accordance with the original payment allocation.

This section does not limit statutory remedies for defective goods.

13. Refused and uncollected deliveries

Failure to accept or collect a delivery does not necessarily constitute a valid notice of withdrawal.

If a parcel is refused or remains uncollected, please also notify us clearly at customer.care@bonquere.com that you wish to withdraw from the purchase.

Where permitted by law, reasonable direct costs caused by an unjustified refusal or failure to collect may be deducted from any amount otherwise refundable. This does not apply where the delivery failed because of our error or the carrier’s error for which we are responsible.

14. Returns from outside the European Union

For returns sent from outside the European Union, the sender is responsible for completing any required customs documentation accurately.

The parcel should be marked as returned goods where appropriate. We are not responsible for import duties or taxes caused by inaccurate or incomplete return documentation, except where the return results from our error or mandatory law provides otherwise.

Statutory consumer rights vary outside the European Union. Customers retain any mandatory rights that apply in their country of residence.

15. Refund adjustments

Where legally permitted, a refund may be adjusted for:

a demonstrable reduction in value caused by handling beyond what was necessary to inspect the goods;
missing components or accessories;
damage caused after delivery that is not attributable to a defect;
an agreed prepaid return-label charge; or
other direct costs for which the customer is legally responsible.

We will not impose arbitrary restocking fees on consumers exercising mandatory rights.

Any proposed deduction will be explained and supported by the condition of the returned goods.

16. Order cancellation before dispatch

You may request cancellation before an order is dispatched by contacting customer.care@bonquere.com.

We will try to accommodate the request, but cancellation cannot be guaranteed once fulfilment has begun.

If the order has already been dispatched, you may use your applicable withdrawal and return rights after delivery.

17. Refunds for undelivered orders

Where we or our appointed carrier are responsible for delivery and the order is lost before reaching you, we will, as applicable:

arrange a replacement; or
refund the amount due.

This does not apply where you independently appointed a carrier that was not offered by us, to the extent permitted by law.

18. Business purchases

The statutory consumer withdrawal right described in this policy generally applies to natural persons acting outside their trade, business, craft or profession.

Purchases made wholly for business or professional purposes may be subject to different rights and may not qualify for the statutory consumer withdrawal period.

Nothing in this section excludes rights that cannot lawfully be excluded.

19. Complaints and dispute resolution

Please first contact us at customer.care@bonquere.com so that we can attempt to resolve your concern directly.

Where applicable, consumers may also have access to an approved alternative dispute-resolution body.

For a Czech-established seller, the competent consumer alternative-dispute-resolution body may include the Czech Trade Inspection Authority or another competent entity depending on the subject matter of the dispute.

The former European Commission Online Dispute Resolution platform was discontinued on 20 July 2025 and should not be referenced as an active complaint portal.

20. Governing law and mandatory consumer protections

This policy and purchases from BONQUERÉ are governed by the laws stated in our Terms of Service.

Where you are a consumer habitually resident in another country, this choice of law does not deprive you of any mandatory consumer protections that apply to you under the law of your country of residence.

Any jurisdiction clause is subject to mandatory consumer-protection and procedural rules.

21. Changes to this policy

We may update this policy to reflect changes to our operations, services or legal obligations.

The version applying to your purchase is the version made available at the time your order was placed, except where a later change provides you with greater rights or mandatory law requires otherwise.

22. Contact

For withdrawal notices, returns, defects or refund questions, contact:

BONQUERÉ Group s.r.o.

Email: customer.care@bonquere.com

Return address: Pilzen Warehouse, Czech Republic

Registered office: Varšavská 715/36, Vinohrady, 120 00 Praha 2, Czech Republic