Last Updated: September 1, 2026
At BONNIE BENJAMIN LIMITED, we want our customers to have a positive shopping experience. This Return & Refund Policy explains when products may be returned and how refunds are handled.
1. Return Period
You may request a return within 30 days of the date your order was delivered, subject to the conditions described below.
To request a return, please contact us at zeniquant@gmail.com and provide your order number and a description of the reason for the return.
We recommend contacting us before sending any product back. Do not send a return to an address unless we have provided return instructions.
2. Return Conditions
To be eligible for a return, the product should generally be:
- Unused and in its original condition
- In the original packaging, where reasonably possible
- Free from damage caused by the customer
- Accompanied by the order number or other reasonable proof of purchase
For hygiene, safety, or other legitimate business reasons, certain products may not be eligible for return where permitted by applicable law.
3. Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or materially different from the product you ordered, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or videos showing the product and, where applicable, the packaging
After reviewing the information, we may offer an appropriate remedy, which may include a replacement, partial refund, full refund, or another reasonable solution depending on the circumstances.
4. Change of Mind
If you simply change your mind about a purchase, you may request a return within the applicable return period, provided the product meets our return conditions.
Unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer protection law, the customer may be responsible for the return shipping cost.
Original shipping charges, if any, may not be refundable unless required by applicable law or otherwise agreed by us.
5. Non-Returnable Situations
A return may be refused where permitted by applicable law if:
- The return request is made outside the applicable return period
- The product has been used or damaged after delivery
- The product is missing significant parts or accessories due to customer handling
- The product has been altered or modified by the customer
- The customer cannot reasonably provide proof of purchase
- The product was damaged because of improper use, installation, storage, or handling
Nothing in this policy is intended to limit any mandatory consumer rights provided by applicable law.
6. Return Shipping
For returns due to a change of mind or other reasons not caused by us, the customer may be responsible for return shipping costs.
If the return is due to an item being defective, damaged upon arrival, or incorrectly supplied by us, we will review the circumstances and determine the appropriate return or replacement arrangement.
Please contact us before returning any product so that we can provide the appropriate instructions.
7. Refund Process
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will generally be issued to the original payment method used for the purchase.
Refund processing times may depend on your payment provider or financial institution after we initiate the refund.
We cannot control the processing time imposed by third-party payment providers or banks.
8. Partial Refunds
In certain circumstances, a partial refund may be offered, including where a product has minor issues that do not justify a full return or where otherwise agreed with the customer.
Any partial refund amount will be communicated to the customer before the refund is processed.
9. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. However, we cannot guarantee cancellation once an order has entered fulfillment or has been shipped.
If an order has already been shipped, the customer may need to follow the return procedure described in this policy.
10. Refunds for Undeliverable or Returned Packages
If an order is returned to us by the carrier because the shipping address was incorrect, incomplete, or undeliverable, please contact us.
Depending on the circumstances, we may offer a refund or reshipment. Any applicable shipping or return costs may be deducted from the refund where permitted by law and where those costs were caused by incorrect information supplied by the customer.
11. Contact Us
For return or refund requests, please contact:
BONNIE BENJAMIN LIMITED
Email: support@pawclimb.com
Address: RM 5B 12/F TUNG LEE IND BLD, 9 LAI YIP ST, KWUN TONG, HONG KONG
Please include your order number and a clear description of your request so that we can assist you efficiently.