TL;DR: We have a detailed policy to be transparent. Many fiber supplement competitors don't offer returns and/or are purposely vague about return terms. We are a small, start-up and our goal is to delight you with products you want to buy again and prevent/reduce fraud to keep our prices low. If there is an issue, we will do our best to make it right ASAP. Just email us at bonny@trybonny.com💩
Bonny offers a 30-day money-back guarantee on Bonny fiber powder products (not samples or related products) and does not apply to items marked final sale. The 30 days apply from when the order is delivered. Bonny-related products like tablespoons, water bottles, and coasters are also final sale. Please see the notes below regarding when the 30-days apply and when 7 days appply.
Bonny offers a 21-day money-back guarantee on Bonny fiber squares and does not apply to items marked final sale. The 21 days apply from when the order is delivered. Please see the notes below regarding when the 30-days apply and when 7 days appply.
Please reach out to us if you need help with our fiber products. Sometimes it's as simple as sending a video to demonstrate how best to combine our fiber powder with liquid or adjusting your serving size to half a serving of fiber to let the body adjust to the fiber. Daily usage plus drinking a lot of water is the key to the best results. Let's chat. Send us an email at bonny@trybonny.com.
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If after troubleshooting, you decide you still want to break up with Bonny, return the product (opened or not) to us. All returns must be requested within 30 days of the stated online delivery for powders and 21 days for squares.
If the issue is taste, you have 7 days from delivery to inform us of a return. Sadly we had to add this update because we have had customers use the entire product and then complain about the taste. This applies to squares and powder.
All products must be shipped back to Bonny within the 30-day or 21-day time frame as well. We kindly request tracking information.
Please email us at bonny@trybonny.com to have your return pre-approved. If you send the product back without notifying us of the incoming shipment, we can't facilitate the return or honor the refund.
This guarantee applies to the first order you place with Bonny and is limited to one (1) unit of Bonny only. If you order two boxes/pouches and aren't happy with the order, the guarantee only applies to the first box/pouch. If you order 1 unit of squares and 1 unit of powder, the return only applies to one of the products. This applies to ordering squares or powder. Refund applies only to the cost of the product, not to shipping and handling. We also have a 20% restocking fee (calculated as a percentage of the returned product only) which covers the cost of the warehouse processing the return.
We are a start-up company and are unable to cover the cost of shipping back to Bonny. For example, if you order one Bonny product for $34.00 plus shipping of $6.99 the refund will be $34.00 once the return is received by us. This example excludes state taxes where applicable which would be refunded to the state.
A product must be returned and received by Bonny for a refund to be processed. Bonny is not responsible for lost returns.
The following are not eligible for a refund: Bonny sample products, tablespoons, whisks, coasters, water bottles, and related accessories. Order shipping and handling where applicable is not eligible for a refund as well.
After we receive the item and it is processed, refunds take 5 to 10 business days to post to the payment method used in the order. Any and all shipping costs are non-refundable.
We utilize third-party carriers FedEx DHL, and USPS to deliver our packages. Sometimes sadly they don't get it right. To be eligible for a reshipment on your damaged or incorrect item, email us within 7 days of receiving your fiber order at bonny@trybonny.com to make us aware of the damage/error along with a picture of the damage. We will ship out a replacement, if available. If a replacement is not in stock, we can refund the full purchase price of your item.
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Unfortunately, we have had individuals take advantage of our returns policy in the past and have had to update it to what you read above. We limit all returns to the first order and one (1) unit of Bonny per customer/household. This applies to squares and powder. One return total per customer/household.
Again to prevent fraud, we have the right to refuse a return/refund if the customer has taken advantage of the policy previously. For example, if a customer has returned one product, and then decides to initiate another return.
Bonny has the right to refuse any returns or refunds that seem suspicious above and beyond what is referenced above.
We have these policies in place in order to keep our prices low and avoid additional price increases due to fraud which we have faced in the past.
We get it errors happen especially with auto-populate. (Subscription renewals do not fall under this category.) There are small windows to adjust orders but it needs to be communicated right away meaning within 15 minutes. Even then it may be out of our control, especially if emailing us outside of 9 to 5 workday, business hours. Our warehouse team is quick and may have already picked up and packed your order. Email us at bonny@trybonny.com to try our best to adjust your order.
Orders, where the error is due to the customer, are not eligible to be refunded.
There are small windows to adjust orders but it needs to be communicated right away meaning within 15 minutes. Even then it may be out of our control, especially if emailing us outside of 9 to 5 workday, business hours. Our warehouse team is quick and may have already picked up and packed your order. If we can switch out the flavor, we will try our best. Email us at bonny@trybonny.com to try to adjust your order.
If we do change your order, the shipment is no longer eligible for a refund or return.
On rare occasions, something may be missing from an order. Please note tins and samples ship separately. You will receive two packages if you order samples and tins/pouches together. If an item is missing, you must contact us within 72 hours of delivery so we can fix the situation. Again, this is to protect from fraudulent claims. Email us at bonny@trybonny.com.
As mentioned above, we use FedEx, DHL, and USPS to deliver our packages and sometimes they get things wrong. In this situation, contact the carrier with your tracking number and they will be able to help you find your order.
All orders marked as “Delivered” with valid tracking information cannot be refunded if the customer cannot locate the item. The customer will need to contact the shipping carrier directly about where the package was left.
Any orders delivered to the wrong address due to a customer error are non-refundable.
Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping information may be subject to additional shipping costs to reship.