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Refund policy

Last updated: August 2, 2026

We want you to be happy with your Bono Carbono order. Because we sell both handmade ceramic mugs and apparel produced on demand, return eligibility depends on the product and the reason for the request.

Start a Return or Report a Problem

Before sending anything back, contact us at support@bonocarbono.com or submit a return request through your customer account. Include your order number and the reason for the request. Items returned without prior authorization may not be accepted.

Approved returns of handmade products must be sent to:

Bono Carbono
501 Route 17 South, Suite 1
Paramus, NJ 07652
United States

Do not send Printful apparel to this address unless we specifically instruct you to do so.

Handmade Ceramic Mugs

Handmade mugs may be returned within 30 days after delivery if they are unused, undamaged, and returned in their original protective packaging with proof of purchase.

For a change-of-mind return, the customer is responsible for return shipping. We strongly recommend using a trackable shipping service and packaging the mug carefully. Original shipping charges are not refundable unless the item was damaged, defective, incorrect, or otherwise required by law.

Because our mugs are handmade in small batches, slight variations in color, finish, or placement may occur and are part of their handmade character. These natural variations are not considered defects.

Print-on-Demand Apparel

Our Printful apparel is produced specifically after an order is placed. Except where required by law, we do not accept returns or exchanges for buyer’s remorse, an incorrect size or color selected by the customer, or a change of preference.

Please review the product description and size guide before ordering. If apparel arrives misprinted, damaged, defective, or different from what you ordered, contact us within 30 days after delivery so we can arrange an appropriate replacement or refund.

Damaged, Defective, or Incorrect Items

Inspect your order when it arrives. If an item is damaged, defective, misprinted, or incorrect, contact us as soon as possible and no later than 30 days after delivery. Include your order number and clear photographs showing the product, packaging, and the problem. For an incorrect item, include a photograph showing the packing slip when available.

If we confirm an eligible problem, Bono Carbono will offer a replacement or refund at no additional product or shipping cost. We may not require the damaged or defective item to be returned.

Lost Packages and Delivery Problems

If tracking shows no delivery or a package appears lost, contact us promptly. Claims orders should be submitted no later than 30 days after the estimated delivery date. We are not responsible for delays or losses caused by an incorrect or incomplete address provided by the customer. Additional shipping charges may apply for reshipment after an address error or an unclaimed package.

Exchanges

We do not offer direct size or color exchanges for Printful apparel. If a handmade mug return is approved, you may place a separate order for another available item. Defective or incorrect products may be replaced as described above.

Cancellations and Order Changes

Contact us immediately if you need to change or cancel an order. We cannot guarantee cancellation or changes after an order has entered production or fulfillment. Print-on-demand items may begin production shortly after purchase.

Non-Returnable Items

The following items are not returnable except when defective, damaged, incorrect, or required by law:

  • gift cards;
  • personalized or custom-made products;
  • Printful apparel returned because of buyer’s remorse or an incorrect size or color selected by the customer; and
  • items clearly marked final sale.

European Union and Other Statutory Rights

If your order is shipped to the European Union, European Economic Area, United Kingdom, or another jurisdiction that provides mandatory cancellation or return rights, those statutory rights apply and override any conflicting part of this policy. Certain genuinely personalized products made to a customer’s specifications may be excluded from statutory withdrawal rights where permitted by law.

Refunds

We will notify you after receiving and inspecting an authorized return or after approving a damage or fulfillment claim. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may require additional processing time.

If more than 15 business days have passed since we approved your refund, contact support@bonocarbono.com.

Questions

For questions about returns, exchanges, damage claims, or refunds, contact support@bonocarbono.com.