Returns, Refunds & Cancellation

Last updated: June 8, 2026

Dulce Bonito crafts custom and made-to-order Highland products. Because each piece is produced for you, our cancellation and return rules differ from mass-produced retail. Please read this policy before placing an order.

Cancellation (before production)

You may cancel an order only before production begins. Once your order moves to In production, materials are cut and labour is scheduled — cancellation is no longer possible.

• Registered customers can cancel eligible orders from My account while status is Awaiting payment or Confirmed.
• Guest customers should email hello@dulcebonito.com with order ID and email used at checkout.
• If payment was received, approved cancellations are refunded to the original payment method within 5–10 business days.

Returns (after delivery)

Returns are accepted only when:

• The product size does not match what you ordered and confirmed on your order (manufacturer fault).
• The item is defective or damaged due to craftsmanship or materials (manufacturer fault).
• You received the wrong product (manufacturer fault).

We do not accept returns for change of mind, custom measurements you supplied, normal wear, alterations by third parties, or items that show use after delivery.

Return shipping & inspection

• Return shipping is paid by the customer and must use a trackable carrier (UPS, FedEx, Canada Post, etc.).
• Items are subject to quality inspection on arrival. Refunds are issued only after we confirm the issue meets this policy.
• Original outbound shipping charges are non-refundable unless the fault is confirmed as ours.
• Approved refunds are processed within 5–10 business days after inspection.

How to request a return

1. Sign in at My account once your order shows Delivered.
2. Select Request return, choose the reason, and accept the return terms (your acceptance is recorded with your order).
3. We will email return instructions and our studio address. Do not ship without approval.

Guest customers: contact hello@dulcebonito.com with photos, order ID, and a description of the issue within 7 days of delivery.

Refunds

Refund amounts match the item value approved after inspection. Partial refunds may apply if an item shows damage from customer handling or if only part of a multi-item order qualifies.

Exchanges

Where size is incorrect due to our error, we may offer remake or exchange at our discretion. Bespoke measurements are not eligible for size-based returns unless the finished garment clearly deviates from agreed specifications.

Contact

Questions about this policy: hello@dulcebonito.com · Contact form · Track order