RETURN POLICY

RETURNS POLICY

Please note once you have filed your online return, your return must be received back with us within 7 days of filing to be eligible for a refund.

Please note the new Christmas pre-orders are customised made-to-order prints, so therefore they are not returnable. Please be careful when selecting sizes.

Our Christmas returns period covers purchases made after 3rd December, and you will have until 10th January to return them for a refund or exchange. This does not include Black Friday purchases.

STANDARD RETURNS TERMS

We can offer a refund or size exchange (UK only) on all non-sale items returned within 7 days. This is only valid if the items are returned within the 7-day window. T&Cs apply.

Returns must be clearly labelled inside the package with the order number, name, and action required. No returns will be accepted unless the returns authorisation form has been completed online.

HOW TO RETURN

Complete the Returns Authorisation Form with your order number and email address.
An automated email will be sent containing your RMA number and full instructions on where to send and how to send. If you do not receive the email, please check your spam folder as it sometimes ends up there.
Package your item with the paperwork inside so that we can identify it and take it to the post office. Remember to obtain proof of postage, as we are unable to take responsibility for lost parcels that do not reach us. Return postage is payable by the customer.
Await your refund. This will be issued within 7 days of receipt (up to 14 days in peak periods). Please note that chasing our customer service team will not speed up the process. If we have received it and you have completed all relevant forms, please rest assured that your refund will be issued within the allocated time frame.
If an exchange has been selected, we will send the new item out once we have processed your return. If we do not have the size that you require, we will contact you.

HOW LONG DO I HAVE TO RETURN?

You have 7 days from receiving your item to file a return and then 7 days from filing to return the goods to BODYBORN. Anything received after this time may be rejected and returned to the sender at cost.

ARE RETURNS FREE?

All return costs are paid by the customer unless agreed with BODYBORN that it is a faulty return.

DO YOU OFFER EXCHANGES?

Exchanges are subject to stock availability and may be automatically approved on our portal but may not be eligible when we process it. Please be aware of this when selecting an exchange.

Size exchanges only. If the item that you have purchased is too big or too small, you can swap it for a different size.
No exchanges on any Buy One Get One Free, sale, or heavily discounted offers.
Only 1 exchange will be allowed per order (you will not be able to return more than once to receive an exchange).
Should you wish to swap the original product for a different product, you will need to return and re-purchase.
Returns postage is paid for by the customer.
Exchanges are only applicable to UK customers.

WHAT IS NOT ELIGIBLE FOR A REFUND TO THE ORIGINAL METHOD PAID?

Items received after 7 days will only be issued with a credit voucher. Please ensure you allow enough time when posting back, as any items received after 7 days will automatically be issued a gift card.
If the items are received after 7 days, we cannot offer any refund on the item. If you would like the items returned to you, this will be at your cost.
Items must be packaged in original bags with labels attached. We cannot offer any refunds if labels have been removed.
Items that smell of smoke or animals may be rejected and returned to the sender.
Any items that have been modified, dyed, or taken up, etc., cannot be returned.
Any customised items, special orders, or special sizing.
If the items show signs of being worn, they will not be refunded and can be returned to you at your cost
If an item has been damaged through misuse and reported as faulty, we reserve the right to refuse a refund.
Items that have been purchased with a gift card that has expired.
Any item returned without the original paperwork or a completed Returns Authorisation Form will delay your refund being processed. If we are unable to determine who sent it, the return cannot be processed.
If an item is returned to us from the post office due to not being collected, we are able to return the goods, but this will be chargeable.
Items obtained free via a Buy One Get One Free offer.

HOW LONG WILL MY RETURN TAKE TO PROCESS?

You can expect your refund within 14 days from the date we receive your returned item(s). Please do not chase our returns department daily after posting your item back. Once received, we will update our returns management system, which will email you to notify you that the item has been processed.

If you have not heard anything within 2 weeks of sending it to us, please email enquiries@bodyborn.co.uk and we will look into this further for you. All return costs are paid by the customer unless agreed with BODYBORN that it is a faulty return.

INTERNATIONAL CUSTOMERS

International customers: If a parcel is refused by the customer and returned due to non-payment of import duties, this will be at the cost of the customer. If you wish to have the item resent, BODYBORN reserves the right to charge another shipping fee to resend. Please note all taxes are to be paid by the customer. BODYBORN is not responsible for paying these. Refunds will only be issued once the item is back at our premises.

ITEMS NOT RECEIVED

Please note we cannot be held responsible for losses of items returned back to us using a non-tracked service.

CONSUMER DAMAGED GOODS

BODYBORN cannot be held responsible for damage caused by the consumer. This includes rips, tears, fraying, or any other damage that is not deemed a manufacturing fault. This also includes excessive wear causing seams to split, rubbing, scuffing, or damage caused by other more abrasive garments being layered on top of the items, e.g., hydration belts, jackets with velcro or zips, or canicross harnesses.

PARTIAL REFUNDS FOR FAULTS

Should you be offered a partial refund for a minor fault, acceptance of this states that you are happy to keep the item in its current state and that any warranty period is void. The item will be deemed non-returnable.

INCORRECT ITEMS RECEIVED

If an incorrect product was received in error, we will arrange a DPD collection between Monday-Friday. Alternatively, should this not be convenient for you, we can arrange a pre-paid label for you to return. We will then send out the correct item to you. Please email our returns team at enquiries@bodyborn.co.uk to process this.

FAULTY ITEMS

Please note that any faulty items have to be pre-approved by customer services prior to returning.
If the item is faulty, we are happy to offer a replacement (please inform us of any faults as soon as possible).
This must be reported within the first 7 days of receiving items. No refund or exchange can be offered on items outside of this time period.
Any manufacturing faults are usually evident within the first 14 days, so anything beyond that can only be classed as general wear and tear.
If you have a faulty item, BODYBORN will reimburse postage costs up to £3.50 for returned items. Please note any special postage services that are deemed above and beyond the necessary services will be at cost to the customer.

OFFERS IN SALE EVENTS

If you have received discounts or offers in our sale events, please be aware that this will be void if returning one item. For example, if you use a Buy One Get One Free offer and return one item, you will not receive a refund. To be eligible for the refund, you will need to return the whole order.

PLEASE REFER TO THE CONSUMER RIGHTS ACT FOR INFORMATION ON YOUR STATUTORY RIGHTS.

According to Distance Selling Regulations, when purchasing products, the Consumer has the option to repudiate the contract without specifying any reasons for a period of at least 7 days. This period starts on the day the product is received by or on behalf of the Consumer. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 7 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 7 days has expired. You will have to bear the direct cost of returning the goods.

The consumer can easily report any products they want to return. This can be done by completing our returns authorisation request form, which can be found here: [Insert Link]. To meet the cancellation deadline, it is sufficient for the consumer to send their communication concerning their exercise of the right to cancel before the cancellation period has expired.

EFFECTS OF CANCELLATION

If the consumer cancels this contract, BODYBORN will reimburse to the customer all payments received from them, including the costs of delivery (except for the supplementary costs arising if the consumer chooses a type of delivery other than the least expensive type of standard delivery offered by BODYBORN, without undue delay and in any event not later than 7 days from the day on which BODYBORN is informed about the consumer’s decision to withdraw from the contract. BODYBORN will make the reimbursement using the same means of payment as the consumer used for the initial transaction unless the customer has expressly agreed otherwise; in any event, the consumer will not incur any fees as a result of such reimbursement. BODYBORN may withhold reimbursement until the goods are received back or the consumer has supplied evidence of having sent back the goods, whichever is the earliest.

Returning the cancelled product to BODYBORN is done at the consumer’s own cost. The consumer shall send back the goods or hand them over to BODYBORN, without undue delay and in any event not later than 7 days from the day on which he/she has communicated his/her withdrawal from this contract to BODYBORN. The deadline is met if the consumer sends back the goods before the period of 7 days has expired. The consumer will have to bear the direct cost of returning the goods.

CONTACT INFORMATION

On Monday-Friday from 9:00 am - 5:00 pm, you can reach us by email: enquiries@bodyborn.co.uk

The returns address once approved is:

Bodyborn - Returns
Rex House Hampton
Feltham, London
TW13 6AP