Customer Service Policy

This Customer Service Policy governs the service standards, support rules, and service scope provided by our Bona floor care product official store. It aims to ensure standardized, transparent, and high-quality shopping and after-sales experiences for all global customers. By browsing our website and purchasing our Bona floor cleaners and cleaning tools, you agree to the terms of this customer service policy. All transaction settlements on this website are based on unified USD currency standards, and we provide worldwide free shipping for all orders.

1. Order Service Standards

We adhere to efficient and standardized order processing services for all global orders. All successfully paid and confirmed orders will be arranged for shipment on the next business day. With our stable global logistics system, all parcels can be delivered to customers within 5 working days, covering all regions worldwide. We do not charge any shipping fees for any orders, achieving full global free shipping services.
After order shipment, we will update the latest logistics tracking information in real time. Customers can check the transportation status of their orders through the order page or customer service consultation. We guarantee genuine Bona products for every order, with complete product qualifications and intact packaging.

2. Customer Consultation Service

We provide professional and all-round pre-sales and after-sales consultation services. Our customer service team is familiar with all Bona floor cleaner and cleaning tool product parameters, usage methods, applicable floor types, maintenance skills and common product problems. Customers can consult us about product selection, usage guidance, order queries, logistics problems and other related questions at any time.
We promise to respond to customer valid consultation and feedback as soon as possible, solve customer shopping doubts and product usage problems, and provide targeted professional floor care suggestions to help customers use Bona products correctly and efficiently.

3. Return & Refund Service Rules

To protect the legitimate rights and interests of customers, we provide flexible and humanized return and refund services in accordance with official store regulations:
  • Return Period：We support a 60-day free return service calculated from the date of order delivery. All unused, unopened, well-packaged genuine Bona products meet the return conditions.
  • Refund Processing：After we receive and inspect the returned goods and confirm that they meet the return standards, we will initiate the refund process immediately. All refunds will be completed and returned to the original payment account within 5–10 business days. The unified refund currency is USD.
  • Exception Description：Products damaged due to personal improper use, man-made damage, and products exceeding the 60-day return window are not within the scope of free return and refund services.

4. After-Sales Guarantee Service

All Bona products sold in our store are 100% genuine with reliable quality assurance. For product quality problems, packaging damage, wrong goods or missing parts caused by our side during transportation, we provide free replacement, supplementary delivery or full refund services according to the actual situation, and bear the corresponding service costs.
We focus on long-term customer service experience, and are committed to solving all after-sales problems for customers, so that every customer can shop without worries.

5. Service Commitment

We always take "customer first, service-oriented" as our core service tenet, strictly standardize service processes, optimize service quality, and treat every customer and every order seriously. We will never charge any hidden fees, and all service items are publicly transparent.

6. Policy Revision Right

We reserve the right to revise and update this Customer Service Policy without prior notice. The updated policy will take effect immediately after being published on the official website page. Customers are requested to check the latest policy rules regularly.

7. Contact Us

If you have any questions, suggestions or service complaints about our order service, consultation service, return and after-sales service, please contact our official customer support team in time. We will reply and solve your problems professionally and efficiently.

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