Refund policy
Returns, Refunds & Cancellation Policy
Effective Date: June 2026
At ✦ BsBuy – Reliable Click, we aim to provide quality products and a smooth customer experience. This policy explains your rights and our procedures for returns, refunds, cancellations, and exchanges.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection law.
14-Day Consumer Cancellation Right
If you are a consumer purchasing online, you generally have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise this right, you must inform us within the 14-day cancellation period. Once you notify us, you must return the goods within 14 days.
You may inspect goods as you would in a shop. However, if the value of the goods is reduced due to handling beyond what is necessary to examine them, we may make a reasonable deduction from your refund where permitted by law.
28-Day Returns Policy (Voluntary)
In addition to your legal rights, we offer a voluntary 28-day return period from the date of delivery.
To qualify under this policy:
- Items must be unused and in resalable condition
- Items should be returned in their original packaging where reasonably possible
- All accessories, manuals, tags and components must be included
- Proof of purchase may be required
We may reduce or refuse a refund where items show signs of use, damage, missing parts, or excessive handling beyond what is reasonably necessary to inspect the product.
Please note: For returns requested after the statutory 14-day cancellation period has expired, eligibility under our voluntary 28-day returns policy is determined at our discretion. This does not affect your statutory rights under UK consumer law.
Non-Returnable Items
Unless faulty, damaged, incorrectly supplied, or otherwise required by law, the following items are not eligible for return under our voluntary policy:
- Gift cards or store credit
- Digital or downloadable products once accessed or supplied
- Personalised, customised or made-to-order items
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery
Examples include:
- Underwear and intimate apparel
- Swimwear where hygiene seals have been removed
- Earrings, nose rings and body jewellery
- Cosmetics and skincare products once opened
- Personal grooming products once opened or used
- Toothbrushes and replacement heads
- Vitamins, supplements, protein powders and health drinks once opened
- Wellness or recovery products once opened or used
- Pet hygiene or grooming products once used
- Bedding or feeding items once used
- Similar hygiene-sensitive products that cannot reasonably be resold once opened or used
This list is not exhaustive. Whether an item is non-returnable will depend on its nature and condition upon return, including whether it has been opened, used, or altered beyond what is reasonably necessary to inspect it.
Final Sale Items
Some items may be marked as Final Sale and will be clearly indicated before purchase.
Final Sale items are sold at a discounted price and are excluded from our voluntary 28-day returns policy. This does not affect your statutory rights.
You still have full legal rights if goods are faulty, not as described, damaged, or not fit for purpose under UK consumer law.
Where legally applicable, cancellation rights under the Consumer Contracts Regulations 2013 remain unaffected unless a lawful exemption applies.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The item is faulty
- The item is damaged on arrival
- The wrong item was supplied
- We are otherwise legally required to cover return costs
We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
How to Request a Return
To request a return, please contact us before sending goods back.
Please include:
- Order number
- Items you wish to return
- Reason for return (optional for statutory cancellations)
We aim to respond within 2 business days.
Returns sent without prior contact may take longer to process, but this does not affect your statutory rights.
Before Requesting a Refund
We encourage customers to contact us first, as we may be able to offer a replacement or alternative solution more quickly.
We are committed to resolving issues fairly and efficiently.
Damaged, Faulty or Incorrect Items
If your item is damaged, faulty, or incorrect, please contact us as soon as possible with your order details and photos where applicable.
If a fault is confirmed, we will offer a repair, replacement, refund, price reduction or another appropriate remedy in accordance with your rights under UK consumer law.
Refund Process
Once your return is received and inspected, we will notify you by email.
Approved refunds are issued to the original payment method.
Refunds are typically processed within 5–10 business days, although banks and payment providers may take longer to complete the transaction.
Where a refund is required under applicable consumer law, it will be processed within the time limits required by law.
Original delivery charges are refunded only where required by law.
Restocking Fee
A restocking fee of up to 15% may apply to returns made under our voluntary 28-day returns policy where the return is due to a change of mind or incorrect ordering.
This fee covers reasonable inspection, handling, and repackaging costs.
No restocking fee will apply where:
- The item is faulty or damaged
- The item is incorrect or misdescribed
- The return is made under statutory cancellation rights
Any deduction will be clearly communicated before your refund is processed.
Order Amendments
If you wish to amend your order, please contact us as soon as possible after purchase.
We will try to accommodate changes before dispatch but cannot guarantee amendments once order processing has begun.
Order Cancellations
Orders can usually be cancelled before dispatch by contacting us promptly.
Where an order has already been dispatched, cancellation rights may still apply under the Consumer Contracts Regulations 2013, subject to any lawful exceptions.
Certain personalised, custom-made, or hygiene-sensitive items may be exempt from cancellation where permitted by law.
This does not affect your statutory rights.
Fraud Prevention & Abuse
We reserve the right to refuse returns, refunds, replacements or compensation where there is reasonable evidence of fraud, abuse, chargeback misuse, or deliberate product damage.
This does not affect your statutory rights.
Limitation of Liability
Nothing in this policy excludes or limits liability that cannot lawfully be excluded or limited.
To the maximum extent permitted by law, we are not liable for indirect or consequential losses arising from the use of our products.
Governing Law
This policy is governed by the laws of England and Wales.
Any disputes shall be subject to the jurisdiction of the courts of England and Wales unless applicable consumer law provides otherwise.
Proof of Delivery
If our delivery carrier's tracking system confirms that an order has been delivered to the address provided at checkout, we will treat this as evidence that delivery has taken place.
If you believe your parcel has not been received despite tracking showing delivery, please contact us as soon as possible. We may ask for additional information to help investigate the matter with the delivery carrier.
We recommend checking with neighbours, household members, building management, or any designated safe place where the parcel may have been left. If theft is suspected after delivery, we also recommend reporting the matter to your local police.
We will make reasonable efforts to assist with delivery investigations where appropriate. Nothing in this section affects your statutory rights under UK consumer law.
Contact Information
✦ BsBuy – Reliable Click
956 Eastern Avenue
Ilford
IG2 7JD
United Kingdom
Please Note: The above address is provided for correspondence only. Do not send any returns to this address unless you have first contacted us and received return instructions. Returns sent without prior authorisation or to the above address may be refused, delayed, or returned to the sender. Please follow the "How to Request a Return" section above before returning any goods.