RETURNS AND EXCHANGES POLICY
DENIM RETAIL GROUP GT, S.A.
📌Last Updated March 2025
At BONAGE, we want you to be completely satisfied with your purchase. If you need to make an exchange or return, please follow these guidelines.
In accordance with the provisions of the Terms and Conditions, by using the Site, Users accept that the acquisition of goods enjoying promotions, discounts, activities and any commercial activity carried out through the Site or through digital media owned by BONAGE, will be subject to this exchange and return policy:
If the garment requested for exchange meets the conditions described in the policy, the customer may choose to make the exchange directly at our Naranjo Mall branch or through our customer service department, by sending the details of their request to servicio.cliente@bonage.com. The staff will evaluate the condition of the garment and confirm the exchange process once the aforementioned requirements are met.
1. Merchandise Exchange Procedure
If you prefer to exchange the item in-store, visit our Naranjo Mall branch with the garment in the established conditions and accompanied by its respective tag and invoice.
Send an email to servicio.cliente@bonage.com, stating your order number, email, and the details of the requested change.
- Term: Changes can be made within 30 continuous days of the purchase date.
- Conditions: The product must be in perfect condition, with no signs of use, with all its original tags and in its original packaging.
- Products Not Eligible for Exchange: Exchanges are not accepted for products from the "SALE" section, meaning discounted merchandise, accessories, white garments, and washed garments cannot be exchanged, unless a factory defect is proven.
- Shipping Costs: Shipping costs associated with exchanges will be assumed by the customer, if the applicant wishes to exchange the garment through courier service. The cost of the exchange process will be established according to the Shipping and Delivery Policy and the corresponding cost for the departmental area to which the shipment is addressed.
In case of manufacturing defects or error in the product chosen versus the one sent, BONAGE will cover the cost.
- Review: To apply for an item exchange, upon receiving the product to be replaced, BONAGE will carefully examine its condition; BONAGE will then communicate by email within 5 business days of receipt, whether the exchange is approved or not.
- Processing Times: In all cases, the delivery time begins to run from the moment payment is confirmed, always considering that operations begin to be validated on the business day following the day of purchase.
2. Procedure for Returns
The User accepts that the conditions and costs for processing returns after the acquisition of the merchandise will be as follows:
If you prefer to make the return in-store, visit our Naranjo Mall branch with the garment in the established conditions and accompanied by its respective tag and invoice.
The User agrees that the conditions and costs for processing returns after the acquisition of merchandise will be as follows:
Send an email to servicio.cliente@bonage.com, indicating your order number, email, and the details of the requested return reason.
- Timeframe: Returns can be made within 30 consecutive days from the date of purchase.
- Conditions: The product must be in perfect condition, with no signs of use, with all its original tags, and in its original packaging.
- Accepted Reasons: Returns will only be accepted in cases of manufacturing defects or if an incorrect product has been sent.
- Procedure: To initiate a return, send an email to servicio.cliente@bonage.com, or visit the Naranjo Mall store, with your order number, invoice, email, and a detailed description of the issue, attaching photographs if possible.
- Shipping Costs: If the return is made via shipping, and the reason is due to a manufacturing defect or shipping error, BONAGE will cover the shipping costs. In other cases, the costs will be the customer's responsibility.
- Products Not Eligible for Return: Discounted merchandise, accessories, white garments, and washed garments cannot be exchanged, unless a manufacturing defect is proven.
- Review: To process a return, we will carefully examine the returned product and inform you by email within 5 business days of receipt whether the return is approved or not.
- Refund: The refund will be applied once validated under the mentioned guidelines, via deposit or bank transfer to the account number indicated by the customer within the next 8 to 15 business days.
The refund applies to the value of the garment and does not include, under any circumstances, the shipping costs incurred for the return or the original shipping cost.
- Costs for picking up merchandise: Shipping costs for exchanges will be borne by the customer if the applicant wishes to exchange the garment through a courier service. The cost of the exchange process will be established according to the Delivery Policy and the corresponding cost for the departmental area to which the shipment is directed.
In case of manufacturing defects or an error in the product sent versus the one chosen, BONAGE will cover the cost.
- Processing times: In all cases, the delivery time begins to run from the moment payment is confirmed, always considering that operations begin to be validated on the business day following the day of purchase.
3. General Process for Exchanges and Returns
- Initial Contact: Send an email to servicio.cliente@bonage.com providing your order number, email, and details of the requested exchange or return.
- Confirmation: Our customer service team will review your request and respond within 48 business hours with the corresponding instructions.
- Product Shipment: Once the request is approved, you must send the product to the provided address. Make sure the item is properly packaged to prevent damage during transit.
- Inspection and Resolution: Upon receiving the product, we will conduct an inspection to confirm that it complies with our exchange and return policies. Subsequently, we will proceed with the exchange, store credit issuance, or refund, as applicable.
- Initial Contact: The customer may bring the garment to be exchanged or returned, providing the Invoice, order number, email address, and details of the requested exchange or return.
- Confirmation and Inspection: Our customer service team will receive the request if it applies to what is established in the Exchange and Return Policies, presenting the respective case to the Audit department.
- Resolution: Upon receipt of the product, we will inspect it to confirm that it complies with our exchange and return policies. Subsequently, we will proceed with the exchange, issuance of a store credit, or refund, as appropriate.
4. Quality and Security Assurance
Our products comply with established quality and safety standards as they are made with high-quality materials and fabrics that are durable and comfortable. Therefore, we take care of every detail of our production process and carry out quality inspections to ensure that our garments are free of defects. In the event that any of our products, after the customer's acquisition, show defects or non-compliance with our policy, the consumer has the right to repair, replacement, or a refund.
• Non-Eligible Products: Discounted merchandise, accessories, white garments, and washed garments cannot be exchanged, unless a factory defect is proven.
• Required Documentation: It is essential to present the invoice or proof of purchase to process any exchange or return.
• Product Condition: Products showing signs of use, damage, or lacking their original tags and packaging will not be accepted, unless a factory defect is proven.
• Processing Time: Once the product is received, the exchange or return process may take up to 7 business days.
The guidelines established for bonage.com and our operations in Guatemala are prepared considering the provisions set forth in the Consumer and User Protection Law (Decree Number 06-2003) and its regulations (Government Agreement Number 777-2003).