Returns &
Refunds

Last updated: August 28, 2026

At Bonechoir, many of our products are produced or printed specifically after an order is placed.

Because made-to-order production creates significant manufacturing and fulfillment costs, we do not offer unrestricted returns, free exchanges, or refunds for buyer's remorse except where required by applicable consumer law.

This Returns & Refunds Policy explains when a return, replacement, exchange, or refund may be available.

Nothing in this Policy limits any mandatory consumer rights that cannot legally be excluded.

1. WHO WE ARE

Bonechoir is operated by:

2. GENERAL RETURN POLICY

Except where mandatory consumer law provides otherwise, all Bonechoir sales are final once a product has been correctly produced and delivered as ordered.

We do not voluntarily accept returns, exchanges, replacements, or refunds because:

• you ordered the wrong size;
• you selected the wrong color;
• you selected the wrong product;
• you changed your mind;
• you no longer want the product;
• you ordered multiple sizes to try them on;
• you ordered the wrong quantity;
• the garment does not fit as you expected despite matching the published size specifications;
• you prefer a different fit or style;
• you expected a different shade where the difference is a normal result of screen display, fabric, or printing variation;
• you provided an incorrect or incomplete shipping address;
• you failed to collect a package;
• you no longer need the order;
• you found a different product elsewhere; or
• another reason constitutes buyer's remorse rather than a defect or lack of conformity.

This rule applies except where you have a mandatory statutory right to cancel or return the purchase, including applicable EU/EEA, UK, or other local consumer rights described below.

3. PLEASE CHECK YOUR SIZE BEFORE ORDERING

Customers are responsible for selecting the correct size before placing an order.

Every apparel Product Page should include or link to relevant sizing information.

Please review:

• garment measurements;
• fit description;
• size chart;
• product-specific sizing notes; and
• any recommendations concerning regular, relaxed, oversized, boxy, or other fits

before ordering.

Size labels can vary between manufacturers.

A size "L" from one clothing brand may not have exactly the same measurements as a size "L" from another brand.

Wrong-size orders

If we supplied the size that you selected during checkout and the garment substantially corresponds to the measurements and specifications published for that product, the product is not considered defective merely because it does not fit you as expected.

We do not provide free size exchanges.

Where you have a mandatory legal right to withdraw from the purchase, you may exercise that right according to Section 6 of this Policy, but you will generally be responsible for the direct cost of returning the product where permitted by law.

Customers outside jurisdictions providing a mandatory change-of-mind or withdrawal right are not entitled to return a correctly supplied product simply because the wrong size was selected.

4. NO DIRECT EXCHANGES

Bonechoir generally does not operate an exchange service.

This includes exchanges for:

• different sizes;
• different colors;
• different designs; or
• different products.

Where applicable law gives you the right to return a product, the normal process is:

1. submit a valid return or withdrawal request;
2. return the eligible product according to our instructions;
3. receive the applicable refund; and
4. place a new order for the desired product.

We do not guarantee that another size, color, product, or limited Drop item will remain available while a return is being processed.

5. DAMAGED, DEFECTIVE, MISPRINTED, OR INCORRECT PRODUCTS

If Bonechoir or our fulfillment partner made an error, we will take responsibility in accordance with applicable law.

This may include situations where:

• the product arrived damaged;
• the product has a manufacturing defect;
• the artwork is materially misprinted;
• the wrong product was supplied;
• the wrong size was supplied compared with the size ordered;
• the wrong color was supplied;
• a product is materially different from its description; or
• part of the order is missing.

Please contact:

hello@bonechoir.com

as soon as reasonably possible after discovering the problem.

For shipping damage, visible printing problems, or obvious fulfillment errors, we strongly recommend contacting us within 14 days of delivery so that we can investigate the issue promptly with our fulfillment provider.

This requested reporting period does not reduce any longer statutory legal-guarantee or conformity rights that apply to you.

6. EU AND EEA RIGHT OF WITHDRAWAL

Consumers located in the European Union and other jurisdictions where equivalent rules apply generally have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason.

For goods, the withdrawal period generally expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.

Where multiple goods from one order are delivered separately, the period may begin when the final eligible item is received where required by applicable law.

How to exercise the right

You must communicate your decision to withdraw before the applicable deadline.

You may use the electronic withdrawal function made available through www.bonechoir.com or contact:

hello@bonechoir.com

Your communication should include sufficient information to identify the purchase, such as:

• your name;
• order number;
• email address associated with the order;
• item or items being returned; and
• clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the goods without undue delay and within the period required by applicable law.

For EU consumers, this is generally no later than 14 days after informing us of the withdrawal.

7. WRONG SIZE UNDER THE EU RIGHT OF WITHDRAWAL

EU statutory withdrawal rights generally allow an eligible consumer to change their mind within the withdrawal period even where the reason is that they selected the wrong size.

However:

• Bonechoir does not provide a free exchange;
• Bonechoir does not provide free return shipping for a change-of-mind or wrong-size return;
• the customer is responsible for returning the item;
• the returned item may be inspected for use, wear, damage, contamination, or diminished value; and
• a new size must be purchased through a separate order if desired.

The customer therefore bears the direct return cost for a wrong-size or change-of-mind return where permitted by law and where the customer has been informed of this obligation.

8. RETURN SHIPPING COSTS

For eligible change-of-mind or statutory withdrawal returns, the customer is responsible for the direct cost of returning the goods, except where applicable law requires Bonechoir to bear that cost.

Bonechoir does not provide a prepaid return label for ordinary change-of-mind or wrong-size returns unless we expressly agree otherwise.

Return shipping charges are not reimbursed for ordinary withdrawal returns.

If a product is confirmed as defective, damaged, incorrect, or otherwise non-conforming and applicable law requires us to bear return costs, Bonechoir will provide an appropriate solution.

Depending on the circumstances, we may:

• provide return instructions;
• provide or reimburse reasonable return shipping;
• send a replacement without requiring the defective item to be returned; or
• provide another remedy required by law.

9. RETURN ADDRESS

Do not return products to our registered business address, to Printful, to a production facility, or to any address appearing on the original shipping package unless we specifically instruct you to do so.

Bonechoir products may be manufactured and fulfilled from different facilities.

The appropriate return destination may therefore depend on:

• the product;
• the customer's country;
• fulfillment location;
• reason for return; and
• applicable return process.

After receiving a valid return request, we will provide the appropriate return instructions and designated return address where a physical return is required.

Products sent to an unauthorized address may be delayed, lost, refused, or become impossible for us to identify.

To the extent permitted by law, Bonechoir is not responsible for additional costs caused by a customer ignoring the provided return instructions.

10. CONDITION OF RETURNED PRODUCTS

A statutory withdrawal right allows a customer to inspect a product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

It does not provide a right to use a product extensively and then return it as new.

Where legally permitted, we may reduce the amount refunded to reflect any diminished value caused by handling beyond what is reasonably necessary to inspect the product.

Examples that may result in diminished value include:

• wearing an apparel product for purposes beyond a reasonable fitting;
• washing or laundering the garment;
• drying the garment;
• ironing the garment;
• altering or tailoring it;
• damaging the fabric or print;
• staining the garment;
• exposing it to smoke or strong odors;
• contaminating it with makeup, deodorant, cosmetics, food, liquids, or other substances;
• excessive pet hair;
• removing or damaging labels or tags where doing so materially affects resale value;
• stretching or deforming the garment;
• using the product outdoors;
• applying, peeling, or materially using a sticker;
• damaging packaging where the packaging forms part of the product value; or
• otherwise handling the product beyond what would normally be permitted when examining a comparable product in a physical shop.

The amount of any reduction will reflect the actual loss in value and will not be used simply to discourage the exercise of statutory rights.

In severe cases, improper use may reduce the commercial value of the returned item substantially or potentially to zero.

11. HOW TO PACK A RETURN

Where a physical return is required, the customer should:

• return the correct Bonechoir item;
• protect the product adequately during transit;
• include any requested return identification;
• avoid placing shipping labels directly onto product packaging where that packaging forms part of the product;
• retain proof of dispatch; and
• follow the return instructions supplied by Bonechoir.

We strongly recommend using a shipping service that provides proof of posting and, where commercially reasonable, tracking.

Bonechoir may withhold a statutory withdrawal refund until:

• we receive the goods back; or
• you provide acceptable evidence that the goods have been sent,

whichever occurs first, where permitted by law.

12. REFUNDS FOR EU/EEA STATUTORY WITHDRAWALS

Where a valid statutory withdrawal applies, we will refund amounts required by applicable law.

This generally includes:

• the amount paid for the eligible returned goods; and
• where legally required, the cost of the least expensive standard delivery method offered for the original order.

We do not have to reimburse supplementary delivery costs resulting from your decision to choose a more expensive shipping method, such as express delivery, instead of the least expensive standard delivery option, where applicable law allows this.

The direct cost of returning the goods remains the customer's responsibility as described above.

Where only part of an order is returned, original outbound shipping costs will be refunded only to the extent required by applicable law.

13. WHEN REFUNDS ARE PROCESSED

Where a refund is due following statutory withdrawal, we will process it within the time required by applicable law.

Where permitted, we may withhold reimbursement until:

• the returned goods have been received; or
• you have supplied adequate evidence that you sent them back,

whichever occurs first.

Refunds are normally issued to the original payment method.

After we issue a refund, your bank, card issuer, PayPal, Shopify payment provider, or other payment institution may require additional processing time before the funds appear in your account.

Bonechoir does not control bank or payment-provider processing times.

14. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Where permitted by applicable law, withdrawal or change-of-mind rights may not apply to categories of goods that are legally exempt.

This can include goods that are:

• made according to the customer's individual specifications;
• clearly personalized for a particular customer; or
• otherwise excluded under applicable consumer law.

A standard Bonechoir design is not automatically considered personalized solely because it is printed after an order is placed.

If Bonechoir introduces products customized with a customer's:

• name;
• photograph;
• personal text;
• uploaded artwork;
• individualized specifications; or
• other customer-specific customization,

those products may be excluded from statutory withdrawal where applicable law permits.

Any material exclusion will be communicated where relevant.

15. STICKERS

For customers who do not have a mandatory statutory withdrawal right, sticker sales are final unless the product is defective or incorrect.

Where a statutory withdrawal right applies, an eligible unused sticker may be returned in accordance with that right.

However, applying, peeling, adhering, materially using, damaging, or otherwise altering a sticker may cause a substantial loss of value.

Where legally permitted, this diminished value may be deducted from the refund.

16. LIMITED DROPS AND SOLD-OUT PRODUCTS

Products released as part of a limited Bonechoir Drop may sell out and may not be reproduced.

This does not remove mandatory statutory withdrawal or conformity rights.

However, Bonechoir does not guarantee that a returned limited product can later be repurchased or exchanged for another size.

Where a defective limited-edition product cannot reasonably be replaced, we may provide another remedy required by applicable law.

17. PROMOTIONAL AND BUNDLE PURCHASES

If a returned item was purchased as part of:

• a bundle;
• multi-buy promotion;
• quantity discount;
• promotional code;
• free-product campaign; or
• other promotional offer,

any refund will be calculated using the actual amount paid and the discount allocation applicable to the returned product, subject to mandatory law.

A customer is not entitled to receive a refund calculated using the full non-discounted retail price where the product was purchased at a discounted effective price.

Free promotional items have no cash refund value.

Where a promotion expressly requires the customer to retain a qualifying quantity or qualifying purchase, additional conditions displayed with that promotion may apply to partial returns to the extent permitted by law.

18. DEFECT CLAIMS AND EVIDENCE

To help us investigate a claimed defect or fulfillment error, we may reasonably request:

• order number;
• photographs of the complete product;
• close-up photographs of the defect;
• photograph of the size or care label;
• photograph of the shipping package;
• photograph of the shipping label;
• video where a photograph cannot demonstrate the problem; and
• description of the issue.

If multiple products are allegedly affected, we may request photographs showing all affected items.

The requested evidence must reasonably relate to verifying the claim.

We will not require evidence that is impossible or disproportionate merely to prevent a customer from exercising a mandatory legal right.

19. WHAT IS NOT GENERALLY CONSIDERED A DEFECT

Subject to applicable statutory rights, the following are not necessarily manufacturing defects:

• the customer selecting the wrong size;
• the customer selecting the wrong color;
• minor variations in garment dimensions within reasonable manufacturing tolerance;
• minor differences in print positioning;
• minor differences between screen colors and physical print colors;
• normal fabric texture variations;
• normal garment-dye variations;
• natural wear and tear;
• damage caused after delivery;
• damage caused by incorrect washing or drying;
• damage caused by bleach or harsh chemicals;
• damage caused by ironing directly over printed artwork;
• print deterioration caused by failure to follow care instructions;
• accidental tearing;
• misuse;
• alteration;
• improper storage; or
• damage caused by the customer or another person after delivery.

A material deviation from what was advertised may still constitute non-conformity under applicable law.

20. LEGAL GUARANTEE AND NON-CONFORMING GOODS

EU consumers benefit from statutory rights when goods are defective or do not conform to the sales contract.

These rights are separate from the 14-day change-of-mind withdrawal right.

Where applicable, Bonechoir is responsible for lack of conformity in accordance with mandatory consumer law.

Depending on the circumstances and applicable law, remedies may include:

• repair;
• replacement;
• price reduction; or
• termination of the contract and refund.

The applicable remedy may depend on:

• nature of the defect;
• seriousness of the defect;
• whether replacement is possible;
• cost and proportionality of available remedies; and
• applicable consumer law.

Nothing in this Policy reduces the minimum legal guarantee applicable to customers protected by EU or Romanian consumer law.

21. NORMAL WEAR, MISUSE, AND CUSTOMER-CAUSED DAMAGE

The statutory legal guarantee does not make Bonechoir responsible for problems caused solely after delivery by the customer's actions.

Examples may include:

• incorrect laundering;
• use contrary to care instructions;
• bleaching;
• excessive heat;
• ironing over a print;
• deliberate damage;
• accidental damage;
• modification;
• improper use;
• normal deterioration from repeated wear; or
• other customer-caused damage.

Where appropriate, we may request information or evidence necessary to determine whether an issue concerns a manufacturing defect or subsequent use.

22. LOST PACKAGES

If tracking indicates that a package has been lost in transit or the carrier confirms that delivery failed through no fault of the customer, please contact:

hello@bonechoir.com

We will investigate the shipment.

Where Bonechoir is legally responsible for delivery, we will provide the appropriate remedy.

This may include:

• replacement; or
• refund

depending on the circumstances and applicable law.

23. PACKAGES MARKED AS DELIVERED

If carrier tracking states that an order was delivered but you cannot locate it, contact us promptly.

We may ask you to:

• check the shipping address;
• check with household members;
• check with neighbors;
• inspect any designated safe location;
• check with the building reception or concierge;
• contact the carrier; or
• provide information necessary to open a carrier investigation.

A statement that a package was not received does not automatically result in an immediate refund where carrier records show successful delivery.

We may reasonably investigate the circumstances before determining the appropriate remedy.

Mandatory consumer rights remain unaffected.

24. INCORRECT OR INCOMPLETE SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address.

If an order cannot be delivered because the customer provided an incorrect or incomplete address:

• Bonechoir does not provide a free replacement;
• Bonechoir does not automatically provide free re-shipping;
• additional shipping costs may be payable by the customer; and
• additional costs caused by the incorrect address may be charged or deducted where legally permitted.

If the package is returned to a fulfillment facility, please contact us so we can determine whether re-shipment is possible.

Any mandatory statutory cancellation, withdrawal, or refund rights remain unaffected.

25. UNCLAIMED OR REFUSED PACKAGES

Customers are responsible for collecting deliveries or responding to reasonable carrier delivery attempts.

If a package is returned because:

• it was not collected;
• delivery was repeatedly refused;
• the customer did not respond to carrier requests;
• customs charges that were properly disclosed were refused; or
• another customer-controlled issue prevented delivery,

Bonechoir does not automatically provide free replacement or re-shipping.

Where legally permitted, additional shipping or return costs caused by these circumstances may be charged to the customer or deducted from an amount otherwise refundable.

Simply refusing a package or failing to collect it does not necessarily constitute a valid notice of withdrawal.

If you wish to withdraw from an eligible purchase, please clearly communicate that decision using the withdrawal process described in this Policy.

26. CUSTOMS AND IMPORT CHARGES

Where customs duties, import taxes, or other charges are lawfully payable by the customer and have been properly disclosed before purchase, refusal to pay those charges does not automatically entitle the customer to free re-shipping.

If the parcel is returned as a result, additional costs may apply to the extent permitted by law.

Mandatory consumer rights remain unaffected.

27. UNAUTHORIZED RETURNS

Do not send products back without following the Bonechoir return process.

An unauthorized return may:

• be sent to the wrong fulfillment center;
• be impossible to identify;
• be refused;
• incur additional fees; or
• become lost.

Where a customer has properly exercised a mandatory statutory withdrawal right, an administrative failure to request prior authorization will not by itself cancel that statutory right.

However, the customer remains responsible for complying with the legally required return deadlines and using an appropriate return destination.

28. RETURN FRAUD AND ABUSE

Bonechoir reserves the right to investigate suspected return or refund fraud.

Examples include:

• returning a different product;
• returning an empty package;
• claiming that an item was missing when records or evidence reasonably indicate otherwise;
• intentionally damaging an item to obtain a refund;
• submitting altered or misleading photographs;
• repeatedly making fraudulent non-delivery claims;
• chargeback abuse;
• using multiple identities or accounts to circumvent purchasing restrictions; or
• other deceptive conduct.

Where fraud or abuse is reasonably suspected, we may:

• request additional evidence;
• inspect returned products;
• verify shipment information;
• cooperate with carriers or payment providers;
• restrict voluntary customer-service remedies;
• suspend or close customer accounts;
• cancel future orders;
• contest chargebacks; and
• take other lawful measures.

Nothing in this section permits Bonechoir to deny a legitimate mandatory consumer right solely because a customer has made previous returns.

29. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is a problem with an order, we encourage you to contact:

hello@bonechoir.com

before opening a payment dispute so that we can investigate.

If a chargeback or payment dispute has already been opened for the same transaction, Bonechoir may pause a separate discretionary refund process while the payment dispute is pending in order to prevent duplicate reimbursement.

We may provide the payment provider with relevant evidence including:

• order details;
• tracking information;
• delivery confirmation;
• customer correspondence;
• refund records;
• Website policies; and
• other information reasonably necessary to respond to the dispute.

This does not remove any statutory consumer rights.

30. CANCELLATIONS BEFORE PRODUCTION

Because many Bonechoir products are manufactured after purchase, production may begin shortly after an order is placed.

If you notice an error or wish to cancel, contact:

hello@bonechoir.com

as soon as possible.

Where no mandatory cancellation right applies, we cannot guarantee that an order can be cancelled after production or fulfillment has begun.

Where applicable consumer law gives you a mandatory right to withdraw before delivery, that statutory right remains unaffected.

31. NON-EU / NON-UK CUSTOMERS

For customers outside jurisdictions that provide a mandatory statutory change-of-mind return right:

Correctly fulfilled orders are final.

We do not voluntarily provide returns or refunds because of:

• wrong size selected by the customer;
• wrong color selected by the customer;
• change of mind;
• buyer's remorse;
• personal preference;
• expected fit; or
• other non-defect reasons.

Where your country or state provides mandatory return, cancellation, legal-guarantee, or consumer rights, those mandatory rights apply notwithstanding this section.

32. UK CUSTOMERS

UK customers may have statutory cancellation and product-conformity rights under applicable UK consumer law.

Nothing in this Policy limits those mandatory rights.

Where a UK statutory change-of-mind return applies, the customer may be required to bear direct return costs where permitted and properly disclosed.

Bonechoir does not provide free size exchanges unless required by law.

33. OTHER COUNTRIES WITH MANDATORY COOLING-OFF RIGHTS

Certain countries outside the EU/EEA and UK provide consumers with mandatory cooling-off or cancellation rights.

Where such a right legally applies to a Bonechoir purchase, we will comply with it.

The applicable:

• deadline;
• return procedure;
• return-cost allocation; and
• refund obligations

will be determined by the mandatory law applicable to that transaction.

This Policy does not contractually create an additional voluntary return right where local law does not require one.

34. FREE GIFTS AND PROMOTIONAL PRODUCTS

Products supplied free of charge as part of a promotion do not have a cash refund value.

Where a promotional product is defective, we may provide an appropriate remedy.

Where return of a qualifying purchase means that a promotional condition is no longer satisfied, treatment of the promotional product will be governed by the terms displayed with that promotion and applicable law.

35. HOW TO REQUEST A RETURN OR REPORT A PROBLEM

Contact:

hello@bonechoir.com

Please provide:

• your full name;
• order number;
• email address used for the order;
• product concerned;
• reason for contacting us; and
• any relevant photographs or evidence.

For statutory EU withdrawals, you may alternatively use the electronic withdrawal function available through www.bonechoir.com.

Do not ship a product until you have identified the correct return destination.

36. CONTACT

Questions about returns, refunds, defective products, or this Policy can be sent to:

Do not send returns to the registered business address unless Bonechoir specifically instructs you to do so.