Returns & Refunds Policy

For your peace of mind, orders at Bouf are covered by our 30 Day Returns Guarantee. So, if for any reason you change your mind, you can return your item within 30 days* of the date you received it and we will issue a refund. Items must be returned in the original condition and packaging. Personalised items may not be eligible for refund, please see below.

*Christmas Extended Returns Period – for your convenience, orders placed between November 1st and December 30th 2015 can be returned up until 31st January 2016.

1. How do I cancel my order?

To cancel your order, or return an item for a replacement or a refund, in the first instance please inform us by creating a create-support-ticket

We will then provide you with the correct returns procedure for your item.

Replacements for damaged or incorrect items
In the unlikely event that you receive a damaged, defective or incorrect item, you must return the original item to the seller within 14 days of receipt to receive a replacement.

Requirements
To be eligible for a refund, you must return your item directly to the Seller, in the same condition you received it, with all packaging and shrink wrap in tact, and the return must be postmarked within 14 days of receipt. Postage charges for returning the item are borne by you, the Customer, unless the item is damaged or incorrect.

What if I am returning a Gift?
If you return a gift purchased for you at Bouf.com, you may request that either the original Buyer is refunded or we can provide you with a gift certificate for the value of your return, which you may use as payment for future purchases from our website. Please let us know if you would rather we didn’t let the original buyer of the gift know that you are returning it.

How long will it take?
Refunds are typically processed within 7 days, but can take up to 14 days after we have received the returned goods. The funds will be returned via your original method of payment or, if you prefer, by gift voucher.

2. How refunds are calculated

Items returned because they are damaged, defective or incorrect:
If you are returning an item because of an error on the Seller’s part or because it is damaged or defective, the Seller will arrange a collection or provide you with a refund for the cost of returning the item. Please obtain a proof of postage with tracking details.

Item checking
The Seller will check all items returned as damaged, defective or incorrect. 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.

Your right to cancel an order- EU Customers only
By law, customers located in the European Union (including UK), purchasing goods from Sellers located in the European Union, have the right to cancel their order within 14 days of it being received.

Normal cancellations
Where you are withdrawing from your purchase within the 14 day cancellation period, and there has been no error on our part, we will refund the cost of the item as follows:

a) 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.
b) Where you are returning an entire order, we’ll refund applicable per-item charges and the per-delivery charge that you incurred.
c) We will refund only standard (Airmail) postage charges for items delivered outside the UK.
d) Where we collect an item from you, we reserve the right to recover the costs of collection from you.
e) If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.
f) We will not refund the cost of gift-wrapping, 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 – EU Customers only
Where there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of gift-wrapping, 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.

3. Items not covered

Made-to-Order and bespoke items.
Sellers at BOUF reserve 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 us 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.

Instances when you cannot return an item for a refund
1. Bespoke and Made-to-order items may not be eligible for refund, and is to be decided by the Seller on a case-by-case basis. The Seller will however accept the return of bespoke or made-to-order items if they are faulty, damaged or incorrect.
2. When the Seller has already started to provide the service within the cancellation period and you have agreed to this.
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.