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Skip to content Bonobo Flow branded products include a limited 12-month warranty against defects in materials and workmanship from the date of original purchase.
If a product develops a covered defect during normal and intended use, Bonobo Flow will repair or replace the defective product or component as appropriate. Claims made within our applicable return period may also be eligible for a refund under our return policy. After the return period, warranty claims are generally resolved through repair or replacement unless another remedy is required by law.
A replacement does not restart the warranty period and remains covered for the remainder of the original warranty period, including any extension required by applicable law.
This warranty does not cover normal wear and tear or damage caused by misuse, neglect, improper assembly or maintenance, accidents, excessive force, improper storage, or environmental exposure beyond what the product is designed to withstand.
Flow props, particularly fire equipment, can experience significant forces, impacts, and heat during use. Bonobo Flow reserves the right to assess the age, condition, and circumstances of a product to determine whether an issue resulted from a manufacturing defect or from normal wear, misuse, or another cause not covered by this warranty.
Modifying a Bonobo Flow product or combining it with another manufacturer’s components does not automatically void the warranty. However, damage caused or contributed to by a modification, incompatible component, or third-party product is not covered.
Eligible Bonobo Flow branded products purchased from an authorized retailer may still qualify for Bonobo Flow warranty service with proof of purchase.
Normal returns and refunds should be requested from the retailer where the purchase was made. This does not limit any warranty remedy Bonobo Flow is required to provide under applicable law.
To submit a warranty claim, contact Bonobo Flow with your proof of purchase, a description of the issue, and photos or video when reasonably necessary. We may require the product to be returned for inspection before approving a warranty claim.
For approved warranty claims involving products purchased directly from Bonobo Flow online, Bonobo Flow will cover reasonable standard warranty shipping when required under this warranty or applicable law.
Additional shipping costs resulting from relocation, international forwarding, expedited delivery requests, or shipment to a different region than the original delivery destination may be the customer’s responsibility to the extent permitted by law.
This limited warranty gives you specific legal rights, and you may also have other rights that vary by state.
Nothing in this warranty limits any consumer right or remedy that cannot legally be excluded or restricted. California consumers may have additional rights under the Song-Beverly Consumer Warranty Act and other applicable laws.
Products manufactured by other companies are covered by their respective manufacturer’s warranty unless otherwise stated on the product page. Warranty claims are handled directly by the manufacturer, so please contact them for warranty service or replacement.
We offer a 100% Money-Back Guarantee on eligible returns. Eligible products returned within 30 days of delivery will receive a refund of 100% of the product purchase price. Original and return shipping costs are not included unless the return is due to an error by Bonobo Flow.
Eligibility:
Shipping Responsibilities:
If you receive the wrong item, an item is missing from your order, or your order arrives damaged, please contact us as soon as possible with your order number and photos of the package and contents when applicable.
If the issue resulted from an error by Bonobo Flow, we will cover the reasonable costs necessary to correct it.
Customized or specially modified made-to-order products must be cancelled before the order is shipped OR within 2 hours of ordering, whichever comes first. If production has not started, cancellation may still be possible. Reach out as soon as possible.
Non-customized and ready-to-ship products must be cancelled before the order has shipped. We typically ship quickly, sometimes even the same day, so please contact us as soon as possible if you need to cancel an order.
Handmade products generally require up to 2 weeks of build time before shipping. Choosing an express shipping option does not speed up the production time for handmade products. Contact us if you are trying to meet a specific deadline.
Ready-to-ship products generally ship within 1-3 business days, and sometimes even the same day. Holidays and festival seasons may result in longer processing times of approximately 3-5 business days depending on order volume.
Orders are generally packed in the order received. Shipping rates displayed at checkout may include applicable packaging and handling costs.
Shipping rates are calculated using the address and delivery information provided at checkout. Carrier adjustments can sometimes occur if an address is classified differently than entered or if additional carrier charges apply.
We most commonly see this with certain business addresses, warehouses, industrial parks, and similar commercial locations, but adjustments may occur with other address types as well.
If the shipping information provided at checkout results in a significant additional carrier charge, Bonobo Flow may contact the customer regarding the difference before shipment.
Packages Lost in Transit: If a package does not receive a valid delivery scan and appears to be lost in transit, Bonobo Flow may require the applicable carrier delivery or investigation period to pass before the shipment can be considered lost. We will assist with available carrier claims or investigations when appropriate.
Packages Marked Delivered: Packages marked as delivered by the carrier are considered delivered for purposes of our shipping policy. If a package cannot be located after being marked delivered, customers should first check with household members, neighbors, the delivery location, and the carrier. Bonobo Flow will assist with available carrier claims or investigations when possible, but replacement or refund eligibility will be determined based on the circumstances of the shipment and applicable law.
Incorrect or Incomplete Addresses: Customers are responsible for providing a complete and accurate shipping address. If a package is delayed, misdelivered, or returned because of an incorrect or incomplete address provided at checkout, the customer may be responsible for additional shipping costs.
Returned to Sender: If a package is returned to Bonobo Flow and the error was ours, we will reship it at no additional shipping cost. If the return resulted from an incorrect address, refused delivery, unpaid fees, or another issue outside of Bonobo Flow’s control, the customer may be responsible for the cost of reshipping.
If a package is not returned and cannot be recovered, the appropriate resolution will be determined on a case-by-case basis depending on the carrier status, circumstances of the shipment, available insurance or claims, and applicable law.
