FAQ

Last update: October 10, 2026

Below you will find answers to the most frequently asked questions regarding orders, delivery, returns, payment, and privacy at bonvexa. If you cannot find the answer to your question, our customer service team is at your disposal.

Orders

How do I place an order on bonvexa.my?
Go to https://bonvexa.my/, add the desired products to your cart, and confirm your order by providing your delivery and payment information. A confirmation email will be sent to you as soon as your order is recorded.

Can I modify or cancel my order after confirmation?
If you wish to modify or cancel an order, contact us as soon as possible by email at info@bonvexa.my or by phone at +33 5 64 51 01 51. We will do our best to intervene before shipment. Once the order has been shipped, it can no longer be modified; you may then exercise your right of withdrawal upon receipt.

How do I know if my order is confirmed?
An order confirmation email is sent to the address provided during purchase. If you do not receive it, check your spam folder or contact us.

Delivery

Which areas do you deliver to?
We deliver exclusively in Metropolitan France. We do not deliver to overseas territories (DOM-TOM) or abroad.

What are the delivery times?
Order processing takes 1 to 2 business days. Shipping then takes 3 to 5 business days after dispatch. The total estimated time is therefore 4 to 7 business days. These times are estimates and may be extended during periods of high activity, on public holidays, in difficult weather conditions, or in the event of disruptions to the transport network.

What is the cut-off time for orders?
Orders placed before 2:00 PM (Paris time, CET/CEST) on a business day are processed the same day. After this time, on weekends, or on a public holiday, the order will be processed the following business day. Business days are Monday through Friday, excluding public holidays in France.

Is delivery free?
Yes. Delivery is free for all orders delivered to Metropolitan France, with no minimum purchase required.

Which carriers do you use?
We use Colissimo, Chronopost, or Colis Privé. The selected carrier depends on the destination, package format, and logistics organization. It will be specified in your shipping email.

How can I track my order?
Once dispatched, you will receive an email containing the carrier's name, tracking number, and tracking link, allowing you to monitor the progress of your package.

What should I do if my package does not arrive within the estimated time?
Contact us at info@bonvexa.my or at +33 5 64 51 01 51 with your order number. We will open an inquiry with the carrier and keep you informed.

What should I do if my package is marked as delivered but I have not received it?
Contact us. We will contact the carrier to obtain proof of delivery and assist you in resolving the dispute.

What should I do if my package is lost, damaged, or I receive the wrong item?
Contact us with your order number and, if possible, photographs. We will file a claim with the carrier. In case of confirmed loss, we will arrange for a replacement or a refund. In case of damage or error on our part, return and replacement costs will be covered by us.

What happens if I provided an incorrect or incomplete address?
Notify us of the error as soon as possible. Depending on the shipping status, a correction, return to depot, or reshipment can be organized. Any potential costs will be determined based on liability.

Returns and Refunds

Can I return a product?
Yes. If you have changed your mind, you have a period of 14 full calendar days from the receipt of the goods to exercise your right of withdrawal, without having to provide a reason.

How do I exercise my right of withdrawal?
Contact us by email at info@bonvexa.my or by phone at +33 5 64 51 01 51 to notify us of your decision. You may use the standard form available in our Return and Refund Policy, although this is not mandatory. We will then provide you with return instructions. You do not need prior authorization.

Within what timeframe must I return the product?
You must return the product within 14 calendar days of notifying us of your withdrawal to the following address:

bonvexa
7 Rue Joseph Jacquard
33510 Andernos-les-Bains
France

What are the conditions for return?
The product must be returned in a condition that allows for its resale. You may examine it as you would in a store, but its use must not exceed what is necessary to verify its nature, characteristics, and proper functioning. The product must be properly packaged, ideally in its original packaging with all included accessories and documents.

Are return shipping costs at my expense?
No. When you exercise your right of withdrawal or change your mind, return shipping costs are covered by us. No restocking or handling fees will be charged. If the product is defective, non-compliant, or incorrect, the costs related to the return and replacement are also covered by us.

When will I be refunded?
Upon receipt of the returned product, we will process the refund within 1 to 2 business days via the original payment method. The effective credit to your account will then depend on your bank or payment provider, typically within 7 to 10 additional business days.

Which products cannot be returned?
In accordance with the law, the right of withdrawal does not apply to goods made to your specifications or clearly personalized, to sealed goods that cannot be returned for health or hygiene reasons after being unsealed, or to goods that have been mixed inseparably with other items.

Payment

What payment methods do you accept?
We accept Visa, Mastercard, and PayPal. Payments are made online in euros (€).

Is payment secure?
Yes. Credit card transactions are handled by PCI-DSS certified providers. The site uses SSL encryption. We do not store full credit card numbers or visual cryptograms on our servers.

Are there additional fees associated with payment?
No. There are no additional fees associated with payment. The amount displayed when confirming the order is the total amount due, excluding any banking fees specific to your financial institution.

What should I do if my payment is declined?
Check the information entered (card number, expiry date, security code) and ensure your payment limit allows the transaction. If difficulties persist, contact your bank or our customer service.

Privacy and Personal Data

What data do you collect?
We collect data necessary to process your order (name, email address, phone number, delivery and billing address), payment data processed by our providers, as well as navigation data (IP address, cookies) for site security and service improvement.

How is my data used?
Your data is used to process and deliver your order, provide customer service and after-sales support, and improve our site. It is neither sold nor rented to third parties.

How long do you keep my data?
Order data is kept for 10 years from the closing of the accounting year (accounting obligation). Customer account data is kept for 3 years from the last purchase or contact. Non-essential cookies are kept for a maximum of 13 months.

How can I exercise my rights regarding my data?
You have the right to access, rectify, erase, limit, oppose, and port your data. To exercise these rights, contact us at info@bonvexa.my. You may also lodge a complaint with the CNIL (www.cnil.fr).

Contact

How can I contact you?

• Email: info@bonvexa.my

• Phone: +33 5 64 51 01 51

• Address: 7 Rue Joseph Jacquard, 33510 Andernos-les-Bains, France

• Hours: Monday–Friday, 9:00 AM–6:00 PM (Paris time, CET/CEST)

We strive to respond to all inquiries within 1 to 2 business days.

Do you have a physical store?
No. bonvexa is an exclusively online store. Our address in Andernos-les-Bains is our headquarters and warehouse, not a sales point open to the public.

Do you offer personalized products?
Our catalog consists of products from our own brand, available at https://bonvexa.my/. For any questions regarding a specific product, please contact us.