Returns & Refunds

🔄 Returns and Exchanges Policy for Bong Bros

We want you to be completely satisfied with your purchase from Bong Bros. Please review our policy carefully, as specific rules apply due to the hygienic and fragile nature of our products.

All returns must be authorized by Bong Bros first, and the return address provided may be different from the one on your shipping label. Do not send items back to the supplier without explicit instructions from us.

1. Eligibility Window

You have 14 days from the date your order was delivered to initiate a return or exchange.

2. Eligible Items for Return

To be eligible for a return, your item must meet all the following criteria:

• Unused and Brand New: The item must be in the same condition that you received it, unused, unwashed, and completely free of any signs of use.

• Original Packaging: Must be in the original packaging, including all tags, documentation, and accessories.

• Protective Film: Any item with a protective film must have the film intact and not removed.

🚫 Final Sale & Non-Returnable Items: Due to hygiene reasons, we cannot accept returns on used items or the following:

Any item that has been exposed to smoke, water, or herb/concentrate material.

Items marked as Final Sale, Clearance, or Promotional.

3. Damaged or Incorrect Items (Our Fault)

If you receive a product that is damaged or if we shipped you the wrong item, we will resolve the issue immediately at no cost to you.

• Notification: You must contact us within 48 hours of delivery.

• Proof: Please email bongbroshelp@gmail.com with your Order Number and clear photos of the damage or the incorrect item.

• Resolution: We will provide instructions for a free return label and offer you a replacement (if available) or a full refund.

4. How to Initiate a Return (Buyer's Remorse)

If you wish to return an eligible item for any reason other than damage or error:

1. Request: Email us at bongbroshelp@gmail.com with your Order Number and the reason for the return.

2. Authorization: We will review your request and, if approved, provide you with the supplier's specific return address and a Return Merchandise Authorization (RMA) number.

3. Shipping: You are responsible for all return shipping costs. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot issue a refund for items lost or damaged during the return transit.

5. Refunds

• Once your return is received and inspected by our supplier, we will send you an email notification.

• If the item passes inspection (confirmed unused and in original condition), your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

• Original shipping costs are non-refundable. The cost of return shipping will also be deducted from your refund unless the return was due to our error.