We appreciate your purchase and are committed to ensuring the satisfaction of our customers with our service. In the event that you need to return an item, our policy outlined here aims to make the process simple to you.
Regular Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
However, if the order does not involve personalization and you wish to cancel, you may only do so if the order is still being processed and has not yet been transferred to the shipping company. Once the order has been transferred, cancellation is not possible, and the product must be received before initiating a return.
Exceptions & Personalized Products
Returns of personalized products only will be accepted under the following conditions:
A. The product does not match your design or specifications, lacks an illustration or a design added by you.
B. The product is defective or damaged.
C. The product has failed in the manufacturing process, cannot be delivered or made.
Non-Returnable Items
Returns of personalized products are not accepted under the following circumstances:
A. Defective products that were not reported within 7 days of receipt.
B. We cannot accept returns on sale items or gift cards.
C. Personal care goods (such as beauty products).
However you can change/cancel/update any personalized order within the first 12 hours (Only if the order has not been transferred for production) without incurring cancellation fees. This timeframe is provided for your convenience to make any necessary changes when needed.
NOTICE: You understand that products designed by you using the platform are personalized and handmade specifically by order. No returns will be accepted without proof of purchase and adherence to the provided conditions.
Sizing Concerns For Personalized items
We strongly advise reviewing the sizing charts provided for each product before making a purchase. Returns will only be accepted if the size of the product received does not match the size indicated on the provided size chart.
If you unsure how to choose the right size for you, please refer for the next Article.
Shipping Costs
Please be aware that unless the item is defective, does not match the description, or there is a manufacturing error, the customer is responsible for the shipping costs associated with returning the product.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exchanges
A. For faster processing of exchanges, we recommend returning the item first. Upon receipt of the return, you can place a separate order for the desired item through our cancellation and return center.
Exchanges will only be processed for products received during the return process.
Damages and Mismatches
We encourage you to inspect your order upon receipt and contact us immediately if the item is defective or incorrect. This allows us to promptly address the issue and take necessary action. You have 30 (7 For Personalized items) days from receiving the product to report any damages or mismatches. Requests for refunds or replacements will not be accepted after this period.
Return Process
There are two methods to begin the return process:
1. Throughout The Refund and Return Center:
Login to your account and navigate to the "Returns" tab. The system will prompt you to enter your order number and email address. Follow the system's instructions, select the relevant reason for return as outlined in the terms, and proceed accordingly.
Upon review of your request, you will receive an email confirming the approval of the cancellation, and a refund will be processed to your original payment method.
You can submit a request for a Return\Cancellation through our Refund and return center here.
2. Contact Us:
Alternatively, you can contact us via email or WhatsApp. Provide the reason for your return request, and we will send you detailed instructions, including the return shipping address. Please note that Items sent back to us without first requesting a return will not be accepted.
For inquiries regarding returns, contact us using the information provided at the end of this page.
Refunds
Please be aware that the processing and transmission of the refund back to you are subject to the policies of your bank or credit company. Processing times may vary, typically ranging from 3 to 10 business days after approval.
In the event of a failure or error in any of Forma Bonita's services, you will receive a full refund for the purchased services.
Here are the cases:
1. Shipment that arrived significantly late (over 45 days)
2. Processing time or production of the order is significantly delayed (over 18 business days)
3. The product you order is defective.
4. The package was lost on its way to you.
Contact information
You can contact us during our working hours in one of the following ways:
Email: info@formabonita.com
Chat
WhatsApp: +972 0524660210
Our customer service operates 6 days a week, from Sunday to Thursday, between 8:00 AM and 4:00 PM CST (UTC-6). On Fridays, our customer service operates from 7:00 AM to 12:00 PM CST.