Refund and Returns Policy

Last Updated: March 2026

1. Overview

BONLINE TECHNOLOGIES LTD ("we", "us", "our") is committed to ensuring customer satisfaction. This policy outlines our procedures for refunds and returns on products purchased through our online store.

2. Digital Products

Due to the nature of digital products (Magento 2 extensions and software), once a product has been downloaded or a licence key has been issued, we generally cannot offer a refund. However, we will consider refund requests on a case-by-case basis in the following circumstances:

The product is materially different from its description on our website
The product has a critical defect that we are unable to resolve within a reasonable timeframe
You have not downloaded the product and request a refund within 14 days of purchase

3. Services

For professional development services:

If work has not commenced, a full refund will be provided upon request
If work is in progress, a partial refund may be offered based on the proportion of work completed
Completed services are not eligible for refund unless the deliverables are materially deficient

4. How to Request a Refund

To request a refund, please contact us within 14 days of purchase with the following information:

Your order number
The product or service you wish to return
The reason for your refund request
Any relevant evidence (screenshots, error logs, etc.)

5. Refund Process

Once we receive your refund request:

We will review your request within 3 business days
We may ask for additional information or attempt to resolve any issues with the product
If approved, your refund will be processed to your original payment method via Stripe within 5-10 business days
You will receive an email confirmation when the refund has been issued

6. Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel your order within 14 days of purchase for digital content that has not yet been downloaded or streamed.

Please note: If you have given your express consent to begin the download of digital content and have acknowledged that you lose your right of withdrawal, the 14-day cancellation period may not apply.

7. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank. We are committed to resolving any issues promptly and fairly. Unauthorised chargebacks may result in suspension of your account and access to purchased products.

8. Contact Us

For all refund and return enquiries, please contact us:

Company: BONLINE TECHNOLOGIES LTD
Company Number: 17066598
Address: 128 City Road, London, EC1V 2NX, United Kingdom
Phone: +44 7441 422447
Email: info@bonlineco.com