Thank you for shopping with Build Your Bundle 

 

At Build Your Bundle, we want you to be happy with your purchase. If you need to return an item, please read our Returns & Refunds Policy carefully before contacting us.

This policy applies to products purchased directly from Build Your Bundle.

Nothing in this policy affects your statutory rights under UK consumer law.

Please contact us to request a return for your order. 

 

1. Our 28-Day Returns Policy

We offer a 28-day returns period for eligible products.

The 28-day period begins on the day after your order is delivered to your home or collected from a designated pick-up shop.

For example, if your order is delivered or collected on 1 August, your 28-day returns period begins on 2 August.

If you change your mind about your purchase, you must contact us within this 28-day period to request a return.

Our 28-day returns policy is a voluntary returns policy provided by Build Your Bundle and is in addition to any statutory rights you may have under UK law.

2. Condition of Returned Items

To receive a full refund under our standard 28-day change-of-mind returns policy, items must be returned:

• Unused and in their original condition.
• In their original packaging where applicable.
• With all original tags, labels, accessories, components and instructions.
• In a condition suitable for resale.

You may open and inspect an item to establish its nature, characteristics and functionality. However, items should not be used, installed, assembled or handled beyond what would reasonably be permitted when inspecting the product.

If an item is returned in a condition that has reduced its value, we may make a reasonable deduction from the refund where permitted by law.

3. Used or Opened Items

If you return an item that has been used, installed, assembled, altered or handled beyond what is reasonably necessary to inspect the product, a 15% restocking fee may be deducted from your refund where permitted by law.

A restocking fee may also apply where an item is returned with:

• Missing parts or components.
• Missing accessories.
• Missing tags or labels.
• Damaged or missing original packaging.
• Signs of use or wear.
• Damage caused by customer handling.

Where the 15% restocking fee applies, the customer will receive 85% of the product price.

For example:

Product price: £100
15% restocking fee: £15
Refund: £85

A restocking fee will not be applied where doing so would unlawfully restrict a customer's statutory rights.

4. Returns After 28 Days

Our standard 28-day change-of-mind returns period ends after 28 days.

We are not required to accept an ordinary change-of-mind return after our voluntary 28-day returns period has expired, unless another statutory or contractual right applies.

If we agree to accept a return after the 28-day period as a gesture of goodwill, the item may be subject to a 15% restocking fee, particularly if it has been opened, used or is no longer in its original resaleable condition.

This does not affect your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

5. Faulty, Damaged or Incorrect Items

If your product arrives:

• Faulty or defective;
• Damaged;
• Not as described; or
• Different from the product you ordered,

please contact us as soon as possible through our contact form.

Please provide your order number, an explanation of the issue and clear photographs where appropriate.

We may ask you to return the product to us so that we can inspect it.

Under the Consumer Rights Act 2015, consumers have statutory rights where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.

For qualifying goods, the Consumer Rights Act 2015 provides a 30-day short-term right to reject faulty or non-conforming goods, subject to the circumstances and requirements of the legislation.

After the applicable short-term rejection period, consumers may have other statutory remedies, including repair or replacement and, where applicable, a price reduction or final right to reject.

We will not treat damage caused by misuse, accidental damage, neglect, unauthorised modifications or normal wear and tear as a manufacturing fault.

6. Online Orders and Your Statutory Cancellation Rights

If you purchase goods from us online, you may have additional statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For qualifying distance contracts, consumers generally have 14 days from the day they receive the goods to notify the trader that they wish to cancel, subject to the exceptions set out in the legislation.

After notifying the trader of cancellation, the consumer generally has a further 14 days to return the goods.

These statutory cancellation rights are separate from our voluntary 28-day returns policy.

Where the statutory cancellation right applies, we will handle the cancellation and refund in accordance with the Consumer Contracts Regulations 2013.

7. Handling Products After Delivery

If you are considering returning an item because you have changed your mind, please handle the product with reasonable care.

You may inspect the product in the same way that you would reasonably be able to inspect it in a shop.

If you handle or use the product beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make a deduction from your refund to reflect any loss in value, where permitted by the Consumer Contracts Regulations 2013.

This may be separate from our voluntary 28-day returns policy and does not affect your statutory rights.

8. Products That Cannot Be Returned

Not all products are eligible for return.

Certain products may be excluded from our voluntary change-of-mind returns policy or from statutory cancellation rights where permitted by law.

This may include certain:

• Personalised or customised products.
• Products made specifically to a customer's requirements.
• Perishable goods or goods liable to deteriorate or expire rapidly.
• Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.
• Other goods specifically excluded by applicable legislation.

Where an item is excluded from our voluntary change-of-mind returns policy, this does not remove your statutory rights where the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

9. How to Request a Return

If you wish to return an item, please contact us through our contact form before sending the product back.

Please provide:

• Your order number.
• Your name and contact details.
• The product you wish to return.
• The reason for the return.
• Clear photographs where the product is reported as faulty, damaged or incorrect.

Our team will review your request and provide the appropriate return instructions.

Please do not send a return to an address unless we have provided you with return instructions.

10. Return Shipping Costs

For a standard change-of-mind return under our voluntary 28-day returns policy, the customer is responsible for the cost of returning the item unless we agree otherwise.

Where a product is faulty, damaged, incorrect or not as described, please contact us before returning it.

Where required by law, we will deal with the reasonable costs of returning faulty or non-conforming goods in accordance with your statutory rights under the Consumer Rights Act 2015.

11. Refunds

Once we receive your returned item, we may inspect it to confirm its condition.

If the return meets the requirements of this policy, the applicable refund will be processed.

Refunds will normally be made using the original payment method.

Where a lawful 15% restocking fee applies, the deduction will be taken from the product price before the refund is issued.

For example, where a £100 product is returned in a condition that attracts the 15% restocking fee, the refund will be £85.

Where a statutory cancellation applies under the Consumer Contracts Regulations 2013, refunds will be processed in accordance with the applicable legal requirements.

12. Returns That Do Not Meet Our Conditions

If an item is returned under our voluntary 28-day returns policy and does not meet the required conditions, we may:

• Apply the applicable 15% restocking fee where permitted by law.
• Make a reasonable deduction to reflect diminished value where permitted by law.
• Refuse the voluntary change-of-mind return where the item does not qualify.

However, we will not use these conditions to remove or restrict a customer's statutory rights.

13. Incorrect Items Returned by the Customer

Customers are responsible for ensuring that the correct product is returned.

If you accidentally send us an item that was not part of your return request, please contact us as soon as possible.

We will make reasonable efforts to identify incorrectly returned items. Customers should ensure that their return clearly identifies their order and the product being returned.

14. Statutory Consumer Rights

Your statutory consumer rights are protected by UK law and are not replaced by this policy.

The principal legislation relevant to goods purchased from Build Your Bundle includes:

Consumer Rights Act 2015

This legislation provides consumers with statutory rights concerning the quality, description, fitness for purpose and conformity of goods. It also provides remedies where goods do not meet the required standards, including, depending on the circumstances, rejection, repair, replacement, price reduction or a final right to reject.

The Consumer Rights Act 2015 provides a 30-day short-term right to reject qualifying faulty or non-conforming goods, subject to the requirements of the Act.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

These Regulations provide statutory cancellation rights for qualifying distance and off-premises contracts, including many online purchases.

For qualifying online purchases, consumers generally have 14 days from receiving the goods to exercise the statutory cancellation right, subject to applicable exceptions.

These statutory rights are separate from and take precedence over our voluntary 28-day change-of-mind returns policy where applicable.

If there is any conflict between this policy and your statutory consumer rights, your statutory rights will take precedence.

15. Contact Us

If you have any questions about returning an item, requesting a refund or reporting a faulty, damaged or incorrect product, please contact the Build Your Bundle team through our contact form.

Please provide your order number and as much information as possible so that we can deal with your request efficiently.

We aim to respond to return and refund enquiries within 24–48 hours.

Build Your Bundle is committed to handling returns fairly, transparently and in accordance with applicable UK consumer law.