Help with shopping
Help with selling
- Selling overview
- How it works
- Requirements
- Order fulfillment
- Getting paid
- Ratecard
- Wholesale opportunities
Company information
Returns and Refunds Policy
Before anything else, please determine whether your item was shipped by Bouf or by a 3rd party Seller. This information can be found on your original order. Our returns policy is separated into two parts as follows. If you are returning an order which contains items from both Bouf and 3rd Party Sellers, please read both parts of the policy:
(A) Returns and Refunds for Items shipped by Bouf.com
(B) Returns and Refunds for Items shipped by Third-Party Sellers.
(A) Returns and Refunds Policy for Items Supplied Directly by Bouf.com
Please read the information below outlining who is eligible for a refund
and what the terms are. Then please Contact
Us so
that we can provide you with the correct returns address for your item.
Our 30-day Returns Guarantee
Our 30-day returns guarantee means that if for any reason you are
unhappy with your purchase, you can return it to us in its original condition
within 30 days of the date you received the item, unopened (with any seals
and shrink-wrap intact) and we will issue a full refund for the price you
paid for the item. WE CAN ONLY ACCEPT THE RETURN OF OPENED ITEMS IF THEY
ARE FAULTY.
Note: this does not apply to large electrical items delivered via
specialist courier. In this instance, please contact
us for more information
in this instance.
We are unable to exchange items that are not damaged, defective or
incorrect (however, if you have received a damaged, defective or incorrect
item you should contact customer services immediately).
Specific rules apply regarding refunds of delivery charges, giftwrapping
and other services.
In the event of Bouf Ltd sending you a replacement for a damaged,
defective or wrong item, you must return the original item to Bouf Ltd
within 14 days of receipt. Bouf Ltd reserves the right to charge the price
of the replacement item to the payment card used for the original order if
you do not return the original item to us within 14 days of the date on which
Bouf Ltd confirms we will issue a replacement.
This returns policy does not affect your statutory rights.
Our Refunds Policy
This page describes how we calculate refunds and outlines our policy
on gift refunds and gift certificate refunds. Our refunds policy does not
affect your statutory rights. Some notes about refunds:
When you send your item back to us (or, in the case of large electrical
items delivered via specialist courier, when we collect the item from you),
we'll process the returned item then notify you via e-mail of your refund.
You can expect a refund in the same form of payment originally used for
purchase within 30 days of our receiving your return.
You can also view completed returns and refunds in your Account. If the return and refund do not appear in your Account after four weeks from the day you sent us your return, please contact us for further assistance.
Note: Bouf Ltd can generate refunds for items purchased from third-party
sellers on Bouf.com if returned within 30 days of purchase. After
this period, your Seller is responsible for handling refunds; see Returns
and Refunds from Third-Party Sellers below.
How Refunds Are Calculated
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or,
in accordance with our returns policy, because it is damaged or defective,
we will refund the delivery charges incurred in sending the item to you
and pay your costs of returning it to us (either via a personalised pre-paid
return label, or by refunding your return postage costs). Please obtain
a receipt of delivery in order to secure a refund for your delivery costs.
Specific rules apply to the return of large electrical items (please Contact
Customer Support in this instance).
Bouf Ltd will check all items returned as damaged or defective. In
the event we find no fault, we reserve the right to re-charge you for the
item(s) and to recover our fees and expenses from you.
Items returned within the seven-day cooling off period
By law, customers located in the European Union (including UK) who
purchase from Sellers in the Eurpoean Union also have the right
to withdraw from the purchase of an item within seven working days
of the day after the date the item is delivered. For more information
see Your Statutory Rights.
Where you are withdrawing from your purchase within the seven working
day cooling-off period, and there has been no error on our or the
Seller's part, we will refund the cost of the item as follows:
1. Where you are returning an item that was part of a larger order,
we'll refund the per-item charge for delivery that you incurred.
2. Where you are returning an entire order, we'll refund applicable per-item charges and the per-delivery charge that you incurred.
3. We will refund only standard postage charges for items delivered outside the UK.
4. Where we collect an item from you, we reserve the right to recover the costs of collection from you.
5. If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.
6. We will not refund the cost of giftwrapping, your costs in returning
the item to us and other services provided to you in connection with your
purchase unless you return the item to us because of an error on our part
or because it is defective.
Items returned under the 30-day returns guarantee
Where you are withdrawing from your purchase between 7 and 30 days
after delivery, and there has been no error on our part, we will refund
only the cost of the item. We will not refund the cost of giftwrapping,
delivery or other services provided to you in connection with your purchase.
If you use a personalised pre-paid return label, we will deduct the return
postage from your overall refund.
Note: personalised pre-paid return labels are not available for all
UK delivery addresses, and they are not available for delivery addresses
outside the UK. The Bouf Customer Support Team may automatically
generate the appropriate return label.
Gift Refunds
If you return a gift purchased for you at Bouf.com, you'll receive
a gift certificate for the value of your return, which you may use as part
or full payment for future purchases from our website. Don't worry, we
won't let the person who sent you the gift know about your return, but
remember to let us know that it was a gift.
Please remember that normal returns criteria apply and that the refund
will not include the cost of returning the item to us or giftwrapping costs
unless the return is due to an error on our part.
Gift Certificate Refunds
If you return an item for which you used a gift certificate as part
or full payment, we will refund the gift certificate portion to your
gift certificate account and any non-gift certificate portion to
the card used for the original transaction. Gift certificates connected
to specific promotions are generally non-refundable. See terms and
conditions for individual promotions.
Returns and Refunds on bespoke Items.
In accordance with Distance Selling Regulations 2000, Bouf Ltd reserves
the right not to offer refunds on items that have been designed or personalised
at the customer's request.
If you, the customer, receive a bespoke item that is damaged or defective you should contact Bouf.com immediately quoting your order reference number and explain the issue with the item. In the event of Bouf sending you a replacement for a damaged or defective item, you must return the item to the Seller within 14 days of receipt. Bouf Ltd reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to the Seller within 14 days of the date on which Bouf Ltd confirms we will issue a replacement.
Other instances when you cannot return an item for a refund
1. When we have already started to provide the service within
the cancellation period and you have agreed to this.
2. You agreed that the goods made were made to your specifications
or personalised.
3. The items are likely to go off or deteriorate quickly, such as
flowers or fresh foods.
4. The goods by their nature cannot be returned.
5. You have opened sealed software, CDs, DVDs etc.
6. They are newspapers, periodicals or magazines.
(B) Returns and Refunds for Items from Third-Party Sellers
This page outlines the return and refunds policy for items purchased
from third-party Sellers on Bouf.com. If you have a question about
your order, please Ask Your Seller directly by signing in to Your
Account, locating the appropriate order, inside which is an email link
to each Seller you have purchased an item from. You can keep track of your
conversation with the Seller in the Your Messages section of Your Account.
Returns
If you receive an item different to what was described, or that is
clearly in worse condition than indicated, please contact your Seller
and tell them what the problem is. You should be able to reach an amicable
agreement with one another. If necessary, you can return the item
to the seller for a refund. You must contact Bouf first to notify us of
the return and we will provide you with a return address.
To be eligible for a refund, you must return your item to your seller in the same condition you received it, and the return must be postmarked within one week of receipt. Postage charges for returning the item are borne by you. Find out more below on how your refund will be handled.
Note: items purchased from Bouf's Third-Party Sellers need to be returned directly to the seller and not to Bouf.com Ltd. Contact Bouf so that they can provide you with the correct returns address.
Refunds
You must contact Bouf so that they can provide you with the correct
returns address.Bouf will liase with your Seller, to check that the item
has been returned and is as described by you.
Refunds are typically processed within 30 days of the Seller receiving the item back from you. The funds will be deposited back to your credit / debit card, and Bouf will send you confirmation of the refund via e-mail.
Gift Refunds
If you return a gift purchased for you at Bouf.com, you'll receive
a gift certificate for the value of your return, which you may use as
part or full payment for future purchases from our website. Don't worry,
we won't let the person who sent you the gift know about your return,
but remember to let us know that it was a gift.
Please remember that normal returns criteria apply and that the refund
will not include the cost of returning the item to us or giftwrapping costs
unless the return is due to an error on our part.
Returns and Refunds on Bespoke (Made-to-Order) Items.
In accordance with Distance Selling Regulations 2000, Bouf Ltd reserves
the right not to offer refunds on items that have been designed or personalised
at the customer's request.
If you, the customer, receive a bespoke item that is damaged or defective you should contact Bouf.com immediately quoting your order reference number and explain the issue with the item. In the event of Bouf sending you a replacement for a damaged or defective item, you must return the item to the Seller within 14 days of receipt. Bouf Ltd reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to the Seller within 14 days of the date on which Bouf Ltd confirms we will issue a replacement.
Other instances when you cannot return an item for a refund
1. When the Seller has already started to provide the service within the cancellation
period and you have agreed to this.
2. You agreed that the goods made were made to your specifications or personalised.
3. The items are likely to go off or deteriorate quickly, such as flowers or
fresh foods.
4. The goods by their nature cannot be returned.
5. You have opened sealed software, CDs, DVDs etc.
6. They are newspapers, periodicals or magazines.
