At BarBits, we are committed to ensuring our customers are satisfied with their purchases. This BarBits Returns and Refunds Policy explains your rights regarding cancellations, returns, refunds and exchanges, in accordance with the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and other applicable laws.
1. Your Right to Cancel (Consumer Contracts Regulations 2013)
Under UK law, you have the right to cancel your order for most items purchased online within 14 days of receiving the goods. This is known as the cooling-off period.
To cancel your order, you must notify us in writing within 14 days of receiving your order (for example, by using our online contact form). You do not need to provide a reason for cancelling.
Returning the item:
Once you have notified us of your decision to cancel, you must return the goods to us within 14 days. Items should be returned in their original condition and packaging, including any accessories or manuals where applicable. Unless otherwise agreed, the cost of returning unwanted items is your responsibility.
Refunds:
Once we receive the returned goods and confirm their condition, we will issue a refund within 14 days. The refund will include the cost of standard delivery (if applicable). If you selected an upgraded delivery method (such as next day or timed delivery), we will only refund the basic delivery cost. Refunds will be made to the original payment method used at checkout.
Certain items are exempt from the cooling-off period; see Non-Returnable Items below. This section does not affect your statutory rights.
2. Returning Unwanted Items (Outside the Cooling-Off Period)
Outside the 14-day cooling-off period, we are not legally required to accept returns for unwanted items. However, we may accept returns at our discretion in some cases.
If we agree to accept a return outside the cooling-off period:
The item must be in a new, unused condition.
The item must be in its original packaging, with all accessories or manuals included.
A return handling fee of £4.95 per parcel will apply.
You are responsible for the cost of returning the item to us.
Any such returns will be assessed on a case-by-case basis and do not affect your statutory rights in relation to faulty or misdescribed goods.
3. Returning Damaged, Faulty or Missing Items (Consumer Rights Act 2015)
If you receive goods that are damaged, faulty, not as described, or items are missing from your order, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015.
Please notify us of any damaged, faulty or missing items as soon as possible, ideally within 30 days of receiving the goods, using our online contact form.
Replacement or repair:
We can arrange a replacement or repair for faulty, damaged or missing goods at no additional cost to you. In some cases, we may ask for evidence (such as photos or a clear description), but you will not normally be required to return the item unless we specifically request it.
Refunds for faulty items:
You may request a full refund for faulty or missing items within the first 30 days. After 30 days, we may offer a repair or replacement before considering a refund, in line with your statutory rights.
Customer response timeframe:
If we request additional information or evidence, we ask that you respond within 14 days so we can resolve your issue promptly. If we do not hear from you within this time, we may close the claim, although this does not remove your statutory rights.
Refunds for faulty, damaged or missing items will be processed within 14 days of us confirming you are entitled to a refund.
4. Incorrect Address Details
If incorrect shipping details are entered at checkout, we cannot change the address once the parcel has been dispatched or is in transit. You may need to contact the courier directly.
If the parcel is returned to us due to incorrect address details or failure to collect from a parcel shop:
Re-dispatching:
You may request re-dispatch to the correct address for a fee of £4.95 per parcel.
Refund:
If you prefer a refund instead of re-dispatch, a restocking fee of 20% of the order value or £4.95 (whichever is greater) will be deducted.
These fees apply only where the issue is caused by incorrect address details provided by you, non-collection, or refusal of delivery without valid reason. They do not apply where we or the courier are at fault.
5. Non-Collection or Refusal of Delivery
If a parcel is not collected or delivery is refused and the goods are returned to us without valid reason:
You will be responsible for re-dispatching costs, or
If you request a refund, the restocking fee described above will apply.
If the parcel is refused due to visible damage, please report this to the courier at the time and contact us as soon as possible using our online contact form so that we can investigate.
6. Non-Returnable Items
Certain products cannot be returned unless they are faulty or misdescribed. These include:
Gift cards
Downloadable software or digital products
Certain health or personal care items (such as cosmetics, grooming items or perishable goods)
If you are unsure whether an item is non-returnable, please contact us before placing your order or before returning an item, using our online contact form.
This section does not affect your statutory rights.
7. Refund Timeframes
We aim to process refunds promptly:
Cooling-off period refunds: within 14 days of receiving the returned items.
Faulty, damaged or missing items: within 14 days of confirming your entitlement.
Refunds are made to the original payment method used. Your bank or payment provider may take additional time to apply the refund.
8. How to Return Items
To return an item, please use our Returns Page to begin the process. Follow the instructions to arrange your return and obtain any required authorisation.
If you need help with the return process, please contact our customer service team using our online contact form before sending items back.
9. Contact Us
If you have any questions or need support with a return, refund or exchange, please contact our customer service team using our online contact form.
Where necessary, you may also contact us by email at help@barbits.co.uk
We will always aim to resolve your issue as quickly and fairly as possible, in line with UK consumer law.