At BarBits, we are committed to ensuring our customers are satisfied with their purchases. This policy outlines your rights regarding returns, refunds, and exchanges, in accordance with the UK’s Consumer Rights Act 2015 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 within 14 days of receiving the goods. This is known as the cooling-off period. If you wish to cancel your order, please notify us in writing (via email to help@barbits.co.uk) within this period. You do not need to provide a reason for cancelling.
- Returning the Item: You must return the goods to us within 14 days of notifying us of your decision to cancel. Items should be returned in their original condition and packaging. The cost of returning unwanted items will be the responsibility of the customer, unless otherwise agreed.
- Refund: 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), but if you opted for a premium delivery service, only the basic cost will be refunded. Refunds will be made to the original payment method used.
2. Returning Unwanted Items (Outside the Cooling-Off Period)
If you wish to return an unwanted item beyond the 14-day cooling-off period, you must notify us within 30 days of receiving the goods. However, we reserve the right to refuse returns of unwanted goods beyond the legal 14-day period unless the item is faulty.
- Condition of Return: The item must be in a new, unused condition, in its original packaging, and with all accessories or manuals included.
- Return Handling Fee: A return handling fee of £3.95 per parcel will apply for returns outside the cooling-off period.
- Processing Time: Refunds will be processed within 14 days after receiving the returned item.
3. Returning Damaged or Faulty Items (Consumer Rights Act 2015)
If you receive goods that are damaged or faulty, or if they are not as described, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015. You must notify us of the issue within 30 days of receiving the goods.
- Replacement or Repair: We can arrange a replacement or repair for faulty or damaged goods at no additional cost. In some cases, we may ask for evidence of the fault (such as a photo), but you will not be required to return the damaged item unless specifically requested.
- Full Refund: You may request a full refund for faulty or misdescribed items within 30 days of receipt. After 30 days, we may offer a repair or replacement first before offering a refund.
- Refund Processing: Refunds for faulty or damaged items will be processed within 14 days of confirmation of the issue.
4. Incorrect Address Details
If you enter incorrect shipping details during checkout, we are unable to change the address once the parcel is dispatched or in transit. You will need to contact the courier directly to resolve the issue.
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Undelivered Parcels: If the parcel is undelivered due to incorrect details or failure to collect from a parcel shop, and it is returned to us:
- Re-dispatching: You can request the parcel to be re-dispatched for a fee of £3.95 per parcel.
- Refund: If you request a refund for a returned parcel, a restocking fee of 20% of the order value or £4.95, whichever is greater, will apply. This fee covers the costs of processing and handling the returned items.
5. Non-Collection or Refusal of Delivery
If a parcel is not collected from the parcel shop or delivery is refused and the goods are returned to us:
- You will be responsible for any re-dispatching costs or the restocking fee mentioned above. This applies if no valid reason for refusal is provided (such as visible damage to the parcel upon delivery).
6. Non-Returnable Items
Certain products cannot be returned unless they are faulty. These include:
- Gift cards
- Downloadable software products
- Health and personal care items (such as cosmetics or perishable goods) unless faulty or misdescribed.
7. Refund Timeframes
Refunds are processed promptly, but we must adhere to the following legal timeframes:
- Refunds for cancellations during the 14-day cooling-off period will be issued within 14 days of receiving the returned items.
- Refunds for faulty or misdescribed items will be issued within 14 days of agreeing that you are entitled to a refund.
Refunds will be made to the original payment method used during purchase. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
8. How to Return Items
To return an item, please use our Returns Page to initiate the process. Follow the instructions provided on the page to arrange your return and obtain a return authorisation.
Alternatively, you can contact us directly at help@barbits.co.uk for further assistance.
9. Contact Us
If you have any questions or need assistance with your return or refund, please contact our customer service team at help@barbits.co.uk.