Bonobo Flow Products
Limited 90-Day Warranty against manufacturing defects
If your item arrives defective or develops a defect during normal use, you may return it for repair, exchange, or refund. Bonobo Flow covers shipping for valid warranty claims.
Damage from extreme or non-typical use is not covered. Some products are more fragile than others, and as such warranty is only valid if deemed an abnormal occurrence.
3rd-Party Products
Covered under their respective manufacturer warranties. Bonobo Flow cannot process claims for these items. Please contact the manufacturer directly.
We stand behind our gear with a 100% Money-Back Guarantee on the order subtotal only.
Shipping costs are not included.
In rare cases, sales tax may not be refundable if already remitted to the state.
Eligibility:
Items must be returned in brand-new condition.
Customized/handmade products are generally not eligible.
Fire props with burned or damaged wicks cannot be refunded or exchanged.
Requests must be made within 30 days of receiving your order.
Other Details:
Bonobo Flow–made items with a manufacturer defect are covered under warranty.
Returns and refunds may be subject to a restocking fee of up to 5% depending on the product and reason for the return. This is to cover credit card processing fees which are not refunded to Bonobo Flow.
Shipping responsibilities:
Original shipping costs are non-refundable, unless the error was ours.
Customers cover return shipping.
For exchanges, customers also pay shipping on the replacement item.
Refunds are issued after the product is received and inspected for condition.
Customized handmade products must be cancelled within 2 hours of ordering. If production hasn’t started, cancellation may still be possible—reach out fast.
Non-customized / ready-to-ship products must be cancelled before shipping. We typically ship within 3 business days (sometimes as soon as 1 business day), so contact us ASAP.
If your order has shipped, it falls under our Refund/Return/Exchange policy.
Processing fees (approx. 3-5% of order total) are non-refundable on orders above $150 unless the reason of the cancellation is Bonobo Flow’s fault.
Handmade products require up to 2 weeks lead time before shipping.
Ready-to-ship products ship within 3 business days, often as quickly as 1 business day. Holidays and festival seasons might see a bigger delay
Orders are packed in the order received. Shipping estimates may include handling fees.
We are not responsible for packages that are properly shipped but fail to arrive due to carrier or customer error.
Standard protocol:
Wait 60 days for delivery or return-to-sender.
If returned and the error was ours, we’ll reship at no cost.
If the error was not ours, the customer must pay to re-ship.
If the package never returns, resolution is handled on a case by case basis depending on the details of the situation.
International Orders:
Customers are responsible for customs duties or import fees within their own country. Please ensure that you look into what these fees might be before placing an order. We are a USA based company. If customs duties are not paid and packages are returned to sender, we will not refund any shipping costs, credit card processing fees, and any other fees that postal carriers might charge us.
If an international package is lost or damaged, issues will be handled case by case.
