At The Bunnies, customer satisfaction is our top priority. Whatever problems you have, don't panic, we are here to help and will always look for a solution that is satisfactory to everyone.
All of our products go through a thorough quality control process before they are shipped to ensure that you receive the highest quality merchandise. However, in the unlikely event that you receive a faulty or damaged item, we will take responsibility and offer you a return or exchange within 15 days of receiving your order.
If you have received a defective or damaged item, the wrong size or the wrong product, contact us at our email firstname.lastname@example.org we will be at your service and we will answer all your requests in less than 24 hours.
Our return policy is 15 days, so if more than 15 days have passed from the date of receipt of the item unfortunately we will not be able to offer any refund or exchange.
The returns have to be covered by the buyer. The buyer is responsable for any custom duties and taxes.
HOW TO CONTACT US
You can send us an e-mail to email@example.com or write us a message on our instagram account @thebunnies.store.
You must describe the problem you have had with the order (size, damaged product...) and tell us your name and order number.
1. Responsibility of The Bunnies SL
- If our company is responsible for the issue, we will allow a return to our warehouse for a refund or exchange.
- Upon receipt of the item, we will either fully refund the original price of the product or send you a free replacement product at no additional cost. This solution is only applicable when The Bunnies is responsible for shipping the incorrect item or size.
2. Responsibility of the client
- Incorrect order (item size):
If the customer has ordered an incorrect item or size, we may also allow a return. In this case, the customer will be responsible for shipping costs in both directions (to and from our warehouse) for an exchange. No shipping costs are refundable.
- Unwanted item:
If you decide that you no longer want the item or simply want to exchange it, you can inform us within 15 days from the date of receipt of the product. In this case the product must be sent back to our warehouse. Once we receive the product and check that it is in good condition we will proceed to make the refund.
Once your return is received and inspected, we will send an email to notify you that we have received your return.
If the refund is approved, then it will be processed and a credit will be automatically applied to your credit card or original method of payment. This may take up to 10 business days.
ADDITIONAL NOTES ON WARRANTY
*All returns must first be approved by our customer service team.
*All returned items must be in perfect condition, unworn, unwashed and must retain all original tags and packaging.
*No shipping costs will be refunded for the return of the item (unless it is the responsibility of The Bunnies).
*We will not accept returns of intimate apparel, swimwear or lingerie unless the customer received an incorrect or defective item.
Any questions please email us at firstname.lastname@example.org