Damaged or Broken Product.
On this page you will find the answer to the following questions:
My order has arrived damaged. What can I do?
If you receive a damaged or faulty product, please contact our Customer Service team as soon as possible. Include your order number, a description of the issue, and clear photos of the damage. Make sure to report the damage within 14 days of receiving your order.
You can reach us via the contact button below.
We’ll review your case and offer a suitable solution — whether that’s a replacement, repair, or refund.
Please note: many of our items are finished with reactive glaze. This artisanal technique creates unique color variations and surface effects, which are part of the intended design — not considered defects.
What can I do if there is an issue with my items?
If you’re experiencing a quality issue with one of our products, we’re here to help. You can report the issue via the contact form or sending an email.
Once we’ve received your request, we’ll check if it meets the return conditions. Our team will get back to you as soon as possible to arrange the next steps.
Please note: many of our items are finished with reactive glaze. This artisanal technique creates unique color variations and surface effects, which are part of the intended design — not considered defects.
Do I need to return a damaged product?
In most cases, it’s not necessary to return a damaged item. Once you've submitted your claim — including clear photos and a description of the issue — our team will review the case and let you know if a return is needed.
We aim to make the process as easy as possible for you. If we do need the item back for further inspection, we’ll provide instructions and cover any shipping costs.
What is the exact duration of the warranty?
When ordering something from BonBistro, you can assume that it is a high-quality product. Every article that is available at the webshop is subject to the legal warranty that a product is or must do what you as a consumer would expect in all reasonableness. If you have purchased an item for which this is not the case, we will offer a suitable solution as soon as possible. The legal warranty ensures that you as a consumer are entitled to a 2-year warranty when purchasing a new product. Depending on the item and in consultation with you, we apply the legal warranty by means of repair or replacement. Please contact our Customer Service team for this matter.
Is the problem that occurs with the article your own fault? Then you are not entitled to free repair or replacement. Did you use the item normally but is it just worn out? Also in this case, you're not entitled to free repair or replacement.