// LEGAL · IRONWOOD TRADE LIMITED

Refund and returns policy

This policy applies to every order placed with IRONWOOD TRADE LIMITED. It explains the return window, who pays the return shipping, how quickly a refund is issued and what happens when something goes wrong in transit.

Last updated: 1 March 2025

1. The IRONWOOD TRADE LIMITED return window

You may return any item bought on headwhitbona.com within 30 days of the delivery date, without giving a reason and without any restocking or processing fee. The item should be unused and in its original packaging. If the return is because the item is faulty, damaged or not what we described, that condition does not apply. The 30-day window applies to every category, and the categories listed in section 7 are the only ones that cannot be returned once the seal is broken or the product has been used. They are marked on the product page before you order.

2. Who pays the return shipping

Faulty, damaged or incorrectly described items. IRONWOOD TRADE LIMITED pays. We send a prepaid label and cover the shipment both ways.
Items you simply changed your mind about. The return shipping cost is yours. We will tell you the cost before you send anything back.
Size exchanges. If you ask for a different size of the same item, IRONWOOD TRADE LIMITED covers the return shipping both ways.
Express delivery fees. If you choose express shipping and then return the order for any reason, the $18 express fee is not refunded. On orders of $250 and above, where express shipping was free, nothing is withheld from the refund. If the parcel is lost or arrives damaged, the express fee is refunded with the rest of the payment.

3. How to start a return

Write to IRONWOOD TRADE LIMITED at jonilehodov43@gmail.com with your order number and the name of the item.
We open the return in the same thread and reply within two business hours during US working hours.
You receive a return label or shipping instructions, plus a link to a printable form for the studio to check the parcel against.
Send the parcel back within 14 days of receiving the instructions, and always within the 30-day return window from delivery.

Returns are opened from the original order thread, so nobody has to rebuild your history from a reference number. If you would rather talk it through, call +1 (212) 557-3268.

4. When the money comes back

IRONWOOD TRADE LIMITED issues the refund within 48 hours of receiving your report. The refund goes back to the original payment method. How long it takes to appear on your statement depends on your bank, usually three to five additional business days.

For a faulty item we send a replacement first. If you would rather have the money instead of a replacement, tell us and we will refund the full amount instead.

5. If the parcel never arrives

Tell us and we open a trace with the carrier straight away; you do not need to wait for the carrier to update first. If the parcel is declared lost, we refund your payment in full within 48 hours of your report, or send a replacement at your choice.

6. If the parcel arrives damaged

Send a photograph of the packaging and the item within the 30-day window. A replacement ships the next working day and the return shipping is on us. Damage caused in transit is our responsibility, not yours, even though the carrier handled the box.

7. Items that cannot be returned

For hygiene reasons a few categories cannot be returned once the seal is broken or the product has been used: opened skincare, personal care items, and innerwear. These items are marked on their product page before you order. If such an item arrives faulty, the faulty-item rules above still apply and we will refund or replace it.

8. Digital gift notes

Digital gift notes are refunded only if they have not been redeemed. Once a gift note has been used to pay for an order, the refund follows the rules for the items in that order.

9. Orders paid with multiple items

When you return part of an order, the refunded amount is the price of the returned items plus any tax paid on them. Express delivery charges are not refunded for a partial return, because the parcel still travelled to you. Standard delivery is included in the item price and is not charged separately.

10. Chargebacks

If a problem can be resolved, we would much rather resolve it with you than through a chargeback. Write to us first and we will act on it inside the timeframes set out here. If a chargeback is opened for an order we have already refunded, IRONWOOD TRADE LIMITED will pass the relevant records to the card issuer and may recover the amounts paid out.

11. Contact

Returns, refunds and replacements are handled by IRONWOOD TRADE LIMITED. Use the contact form on the contact page, email jonilehodov43@gmail.com, call +1 (212) 557-3268, or write by post to 287 Birmingham Road BROMSGROVE B61 0DD United Kingdom. Always include your order number — it turns a two-day exchange into a two-hour one.