This policy covers all orders placed at Bouf.com

For your peace of mind, orders at Bouf are covered by our standard 30-day returns guarantee. So, if for any reason you change your mind, you can return it to the Seller in its original condition within 30 days of the date you received the item, and we will issue a refund for the item. 

1. How do I cancel my Order?

1.1 Overview
To cancel your order and return an item for replace or refund, in the first instance please create a support ticket here.
If you receive an item different to what was described, or that is clearly in worse condition than indicated, please contact us and tell us what the problem is. If necessary, you can return the item to the Seller for a refund. You must contact Bouf Customer Support first to notify us of the return and we will provide you with a return address.

1.2 Replacements
In the event of receiving a replacement for a damaged, defective or wrong item, you must return the original item to the seller within 14 days of receipt.

1.3 Refund Requirements
To be eligible for a refund, you must return your item to your Seller in the same condition you received it, with all packaging and shrink wrap in tact, and the return must be postmarked within one week of receipt. Postage charges for returning the item are borne by you, the Customer, unless otherwise agreed in writing prior to returning the item. 

1.4 Returns
When you send your item back to the Seller, they will process the returned item and Bouf will notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 days of receiving your return. Bouf Ltd can generate refunds on behalf of the Seller, if returned within the specifications listed above. Items purchased from Sellers at Bouf need to be returned directly to the Seller and not to Bouf Ltd. Contact the Bouf Customer Support team so that they can provide you with the correct returns address.

2. How Refunds Are Calculated

2.1. 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, 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.

2.2 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.

2.3 Items returned within the seven-day cooling off period - EU Customers only
By law, customers located in the European Union (including UK), purchasing goods from Sellers located in the European 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.

2.3 Normal Cancellations
Where you are withdrawing from your purchase within the seven working day cooling-off 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 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.

2.4 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 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.

3. How Long will it take?

3.1 Processing Refunds
A member of the Bouf team 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 or PayPal account, and Bouf will send you confirmation of the refund via e-mail.

3.2 What if it I am returning a Gift?
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.

4. Items not covered 

4.1 Made-to-Order and Bespoke Items.
In accordance with Distance Selling Regulations 2000, 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 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.

4.2 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.