Refund policy

Return & Refund Policy — BORBOLETA

Last updated: May 2026

At BORBOLETA, we deeply care about thoughtful craftsmanship and customer experience. If something isn’t right, we’ll do our best to help.

Please read our policy carefully before making a purchase.

 

 

1. Return Eligibility

We accept returns for eligible items within 5 days of delivery.

To qualify for a return:

  • The item must be unused and in original condition

  • The item must be free from scratches, stains, odors, makeup, perfume, or signs of wear

  • All original packaging, dust bags, tags, stuffing, straps, and accessories must be included

  • The item must not be damaged or altered after delivery

Returns that do not meet these conditions may be rejected and shipped back to the customer.

 

 

2. How to Request a Return

To initiate a return, please email us at:

hello@borboletabag.com

within 5 days of receiving your order.

Please include:

  • Your order number

  • Reason for return

  • Photos of the item and packaging

Unauthorized returns sent without approval may not be accepted.

 

 

3. Return Shipping Costs

Customers are responsible for:

  • Return shipping fees

  • Import duties, customs charges, taxes, or brokerage fees incurred when returning items to Thailand

Original shipping fees paid during checkout are non-refundable.

We strongly recommend using a trackable and insured shipping service, as BORBOLETA is not responsible for lost return packages.

 

 

4. Refund Process

Once your return is received and inspected by our team:

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within approximately 14 business days after the item passes quality inspection

Please note:

  • Shipping fees are non-refundable

  • Currency exchange fluctuations and bank fees are outside our control

  • Your bank or payment provider may require additional processing time

 

 

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Sale items or promotional items

  • Gift cards

  • Personalized or custom-made items

  • Items marked “Final Sale”

  • Products damaged through misuse, wear, accidents, or improper care

 

 

6. Damaged, Incorrect, or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos and your order number.

We will review the issue and arrange an appropriate solution.

 

 

7. Refused Deliveries & Failed Customs Clearance

If a package is refused by the customer or cannot be delivered due to unpaid customs duties, incorrect address information, or failure to clear customs:

  • Shipping fees, return fees, customs charges, and handling costs will be deducted from the refund

  • In some cases, the package may be abandoned by the courier or customs authority and may not be refundable

 

 

8. Fraud Prevention & Abuse

To protect our small business from fraudulent activity, BORBOLETA reserves the right to:

  • Refuse suspicious returns

  • Reject returns showing signs of use or tampering

  • Limit or refuse service to customers with excessive return activity or abuse of our policies

 

 

9. Exchanges

At this time, we do not offer direct exchanges for international orders.

If you would like a different item, please return the eligible item and place a new order separately.

 

 

10. Contact Us

If you have any questions regarding your order or return, please contact us:

BORBOLETA
Bangkok, Thailand
Email: hello@borboletabag.com
Website: www.borboletabag.com