Refund policy

At Vonbona, we take pride in the quality of our products. If you experience an issue with your order, please review our return and refund policy below.

1. Reporting Damages or Issues

• All damaged, incorrect, or unwanted items must be reported within 48 hours of delivery by emailing us at info@vonbona.com with clear photographs of the defect(s).
• Goods delivered to warehouses or holding locations must be unpacked and inspected within 48 hours. Claims made outside this timeframe cannot be accepted.
• We do not accept claims for damage caused by misuse, mishandling during installation, or once a product has been installed.

2. Damaged or Faulty Goods

• Where goods are damaged or faulty, Vonbona will at its discretion:
• Repair the item,
• Provide replacement parts,
• Replace the item, or
• Collect the item and issue a full refund.
• In some cases, a replacement may be invoiced upfront. A credit or refund will then be issued once the original item is returned in the same condition it was delivered.
• If fittings or parts are faulty, only the affected parts will be replaced.
• Vonbona may offer a site visit (within certain geographic areas) to inspect reported faults.

3. Repairs

• If repair is agreed, we will arrange it as quickly as possible.
• Due to the specialist nature of certain finishes, repair timescales may vary depending on the availability of skilled craftspeople.
• If repair is deemed unreasonable, Vonbona reserves the right to collect the product and provide a full refund instead.

4. Unwanted Goods

• Excluding made-to-order products, Vonbona accepts returns of undamaged, boxed items in original packaging.
• Unwanted goods must be returned within 10 working days of delivery. Returns requested beyond this period will not be accepted.
• A 20% restocking fee applies.
• Customers are responsible for arranging and covering the cost of return delivery to our warehouse, unless otherwise agreed.

5. Return Conditions

• All returns must:
• Be in original delivered condition,
• Include all original inner and outer packaging,
• Be ready for collection at the agreed time.
• Drivers will refuse to collect inadequately packed items.
• We cannot accept returns without original packaging.
• If a return is refused, items must be collected from our warehouse within two weeks. After this period, Vonbona reserves the right to dispose of the goods.

6. Refunds & Credit Notes

• Customers must request a return collection in writing within 72 hours of receipt.
• Returned goods undergo a full Quality Control inspection before any decision is made.
• Vonbona has the final decision on whether an item is defective.
• Refunds will be issued by Credit Note once approved, typically within 3 working days after inspection.
• The value of any refund will be at Vonbona’s discretion, based on the condition and outcome of inspection.

7. Contractual Responsibility

• Our contractual relationship is solely with the purchaser of the goods.
• If goods are purchased by an interior designer or trade customer for resale to a third party, Vonbona will not deal directly with the third party. All after-sales communication will remain with the original purchaser.