RETURN & REFUND POLICY
1.We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
2.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, product is not activated, and in its original packaging. You’ll also need the receipt or proof of purchase.
3.We do not accept returned items that are sent back by you directly without checking with us first.
4.Please use a local postal courier for returns, not a DHL, UPS or other courier that may incur customs duties.
5.You will be responsible for the shipping fee (the return shipping fee and the resending shipping fee) for returns and exchanges, unless you received a damaged, defective, or incorrect item.
6.Special offers and gift cards can not be exchanged or returned.
Damages and issues：
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Cancellations：
*After completing your order, you have 24 hours to contact our support team and request to cancel or amend your order. If you choose to cancel the order, we will refund to your account according to your payment method.
**Orders paid by credit card will incur a 5% refund fee, and installment orders will incur an 8% refund fee.
**Note: The refund fee is charged by the shopping platform, credit card company and installment payment platform. Our merchant does not charge any refund fee. Our merchant only bears the refund fee for orders less than $100.
*After 24 hours, we’ve already started working on your order,To cancel an order, please provide all the details concerning the items you want to cancel as well as your order number.
After 24 hours order that gets cancelled is subject to a 10% administration fee, this fee includes the payment transaction fee and warehouse handling fee. If the manufacture is at fault for the cancelation of merchandise the fee will not be applied.
*If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees plus restocking fees.
Exceptions / non-returnable items：
Certain types of items cannot be returned, such as damaged in use (but we can provide accessories support), custom products (such as special orders or items that have been modified with additional configurations), if you have any questions or concerns about a specific item, please contact Contact us.
RETURN/REFUND PROCESS
1.Please contact support@bometoys.com first and we will write back to you as soon as possible. Please tell us the details of your order in the email: your name, order number, and reason. We will first check if the product you received meets the requirements for return or exchange.
2.Return/exchange broken or defective item(s): You must attach a picture/ video that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and weare happy to help.
3.If you are eligible to return an item and need to return it, we will issue you a return address and RMA (Return Merchandise Authorization) number to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given RMA number is presentand clear on your package and you have provided us with a tracking number via email at support@bometoys.com
4.Afterreceiving the return address we sent to you, please return your items within 7 working days. Items returned after 7 days will not be eligible for an exchange or refund.
5.Once your package has arrived at our facility it will take a 3-7 days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us. Once we get confirmation from the warehouse that your order is eligible for a refund, we will get in touch with you via email to confirm we have received your return and finalize the process. We will process a full refund to your account within 7-14 days depending on the return conditions.
