Returns & Refunds
At Bo Bo Noir, we take pride in designing products we believe you’ll love. However, we understand that sometimes a return may be necessary. If you’re not completely satisfied with your purchase, please follow our return process to ensure a smooth experience. Our team is always available to assist you.
Right of Withdrawal (European Union Customers)
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without providing any reason, in accordance with applicable consumer protection legislation.
To exercise your right of withdrawal, you must notify Bo Bo Noir before the withdrawal period expires by submitting the withdrawal form available at:
https://www.bobonoir.com/pages/eu-withdrawal-form
The exercise of the right of withdrawal does not exempt the customer from complying with the return conditions set out in this policy. Customers are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products, as would reasonably be permitted in a physical retail environment.
The direct cost of returning the goods remains the responsibility of the customer unless otherwise required by applicable law.
Bo Bo Noir reserves the right to inspect all returned products and to reduce the refund where the value of the returned goods has been diminished due to handling beyond what is reasonably necessary to assess the product, subject to applicable consumer protection legislation.
Standard Returns Policy
We offer a 14 day return period, meaning you have 14 days from the date you receive your item to initiate a return. Returns initiated after this period will not be accepted, except where otherwise required by applicable law.
Return & Refund Eligibility
To qualify for a return and refund, the following conditions must be met:
• The item must be in its original condition: unworn, unused and free from scratches, fingerprints or signs of wear beyond what is reasonably necessary to inspect the product.
• Lenses must be free from scratches, marks or micro scratches caused by use, cleaning or contact with external surfaces.
• Items that have been adjusted, bent, altered or modified will not be eligible for return, except where otherwise required by applicable consumer protection legislation.
• All original components must be included and securely placed within the original packaging, including the hard box, eyewear case, cleaning cloth, protective pouches and any other packaging elements.
• Damaged, used or incomplete products may be subject to a reduction in the refund or may not be eligible for a refund, subject to applicable consumer protection legislation.
• You must provide the receipt or proof of purchase.
• Any visible damage must be reported within 48 hours of receiving your order. This does not affect any statutory rights you may have under applicable consumer protection legislation.
• Returns must be shipped with a tracking number and accompanied by the required return documentation.
Bo Bo Noir reserves the right to assess returned products and apply the conditions described in this policy, subject to applicable consumer protection legislation.
Important Information
Return shipping costs are the responsibility of the customer. Returns must be sent using a tracked shipping service. Bo Bo Noir is not responsible for returns lost in transit. We strongly recommend purchasing shipping insurance to protect your package in case of loss.
For returns shipped from countries outside the European Union, customers must ensure that the parcel is shipped under DDP terms (Delivered Duty Paid), so that no import duties, taxes or customs clearance charges are billed to Bo Bo Noir upon arrival.
If a return generates customs charges, clearance procedures, storage fees or additional administrative handling due to incorrect shipping or customs declaration, these costs may be deducted from the refund where applicable.
Gift cards are non refundable and cannot be returned, except where otherwise required by applicable law.
Once your return is received, Bo Bo Noir will conduct the verification process within a maximum of 8 business days.
How to Initiate a Return
To begin the return process, please access your account via the following link: 🔗 https://client.bobonoir.com
Step-by-Step Instructions:
.Log in to your account: Enter the email address used during checkout and click “Continue.
.Open the email sent by our store, copy the six-digit verification code, and return to the online store to input the code.
.Select the order for which you want to request a return.
.If the order contains multiple items, specify the ones you wish to return.
.Choose a reason for the return and include any relevant notes.
.Click "Submit Request."
Once your return request is approved, you will receive an email with detailed instructions. After we receive and inspect the returned item, we will process your refund.
Return Address:
📍 Rua António Feliciano de Castilho, 113, 2º andar, Fração E, 4425-617 Maia, Porto, Portugal
Refused, Unclaimed and Returned Shipments
Customers are responsible for accepting delivery of their order and for collecting the shipment within the timeframe established by the courier.
If a customer refuses delivery, fails to collect the shipment, requests the shipment to be returned through the courier without prior authorization from Bo Bo Noir, or if the shipment is otherwise returned to Bo Bo Noir for reasons attributable to the customer, the order will be treated as a non voluntary return.
Once the shipment has been received and inspected by Bo Bo Noir, the applicable Return Handling and Logistics Costs will be deducted from the refund.
Any additional costs incurred as a result of the failed delivery or return, including return transportation fees and any courier, administrative, customs or handling charges, will also be deducted from the refund.
The remaining balance, if any, will be refunded to the original payment method.
Unpaid Customs Duties and Abandoned Shipments
For orders shipped outside the European Union, customers are responsible for paying any applicable import duties, taxes, customs clearance fees or other charges imposed by the destination country.
If a customer refuses or fails to pay these charges, fails to complete customs clearance or fails to provide the information required by the courier or customs authorities, the shipment may be considered abandoned.
In such cases, Bo Bo Noir may instruct the courier to destroy the shipment rather than return it to our facilities. If the shipment is abandoned and destroyed as a result of the customer’s failure to complete customs clearance or pay the applicable duties, taxes or fees, no refund will be issued.
In exceptional circumstances, Bo Bo Noir may choose to have the shipment returned instead. If the shipment is successfully returned to Bo Bo Noir, the conditions for non voluntary returns described above will apply.
By placing an order, the customer acknowledges and agrees to these conditions.
Refunds
After we receive and inspect your returned item, or a non voluntary return that has been successfully returned to our facilities, your refund will be processed to your original payment method within 10 to 15 business days, subject to any applicable deductions described in this policy.
Please note that banks, card issuers or payment providers may require additional time to make the refunded amount available in your account.
Important Refund Information
• Any duties, customs charges or related costs incurred during the return process are non refundable.
• If a return generates customs charges, clearance procedures, storage fees or additional administrative handling due to incorrect shipping or customs declaration, these costs may be deducted from the refund where applicable.
• Where additional costs are incurred as a direct result of a non voluntary return, these costs may be deducted as described under “Refused, Unclaimed and Returned Shipments” above.
Return Handling and Logistics Costs
Please note: Customers are fully responsible for arranging and paying for the return shipping to our facilities. The fees below are separate administrative and logistics costs deducted from your refund once the returned item has been received and inspected.
The following amounts represent the logistics and administrative costs associated with receiving, inspecting and processing returned items. Amounts will be converted to your local currency at the time of refund:
Portugal Mainland & Spain Mainland: €6
Portugal Islands: €15
European Union Countries: €30
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden and Spanish Islands.
Other European Countries: €45
Albania, Andorra, Bosnia, Iceland, Kosovo, San Marino, Serbia, Norway, United Kingdom and Switzerland.
Rest of the World: €60
For non voluntary returns, any return transportation fees or other additional courier, customs, administrative or handling charges incurred by Bo Bo Noir are separate from the Return Handling and Logistics Costs above and may also be deducted from the refund.
If you do not receive your refund within 15 business days after we confirm that it has been processed, please contact us at orders@bobonoir.com.
Exchanges
Bo Bo Noir does not offer direct exchanges. If you wish to exchange an item, you will need to return it for a refund and place a new order for the desired product.
Incorrect Item Delivered
If you receive the wrong item, please notify us within 48 hours of receiving your order. We will resolve the issue at no additional cost to you.
To proceed, please email orders@bobonoir.com with:
• Your order number.
• A clear photo of the incorrect item received.
Any replacement item sent will match the specifications of your original order. We do not offer exchanges for a different model under this process.
Damaged in Transit
We kindly ask that you inspect your items upon delivery. If you receive a product with visible damage or if the package appears to have been tampered with, please report it to the delivery person where possible and request that the issue be documented.
Please also notify us within 48 hours of receiving your order and provide:
• Clear photos of the damaged item or items and the packaging upon arrival.
Photo evidence helps us submit and investigate a claim with the courier. The 48 hour notification request does not affect any statutory rights you may have under applicable consumer protection legislation.
