Refund policy

Returns & Refunds Policy — Bibishouse (www.bibishouse.co.uk)

1. Summary
- You can return most items within 30 days of delivery for a refund, exchange or store credit if the goods are unused, in original condition and packaging, with tags/hygiene seals intact.
- If an item is faulty, damaged in transit or materially not as described, we will offer a full refund, repair or replacement and cover reasonable return postage.
- This policy applies to consumer purchases from www.bibishouse.co.uk.

2. Your statutory rights (UK)
- Under the Consumer Contracts Regulations you have a 14‑day cancellation (“cooling‑off”) period for most online purchases starting the day after you receive the goods. If you cancel, return the goods within 14 days of notifying us; we will refund you within 14 days of receiving the goods (or proof of return).
- If goods are faulty you are entitled to repair, replacement or refund under the Consumer Rights Act. If a fault appears within 30 days we will normally provide a full refund unless the fault is caused by misuse.

3. Returns for change of mind
- Timeframe: 30 days from delivery.
- Condition: Unused, undamaged, original packaging, tags/hygiene seals intact.
- Return postage: You are responsible for return postage unless we provide a prepaid label. We recommend using tracked and insured postage — we cannot refund returns lost in transit unless we supplied the return label.
- Refunds: Processed to the original payment method within 14 days of receiving the returned goods (or proof of postage where applicable). Original outbound shipping charges are non-refundable except where required by law.

4. Faulty, damaged or incorrect items
- Contact us as soon as possible with your order number, description and photos of the issue.
- Remedies: replacement, repair or full refund including original and return postage. We will provide or reimburse reasonable return costs for faulty or incorrectly sent items.
- If we cannot repair or replace within a reasonable time, you may choose a refund.

5. Exchanges
- Exchanges are handled as a return + new order. Contact us to confirm availability and return steps.

6. Exceptions & non-returnable items
- Non-returnable items include (unless faulty): personalized/custom-made items, sealed hygiene products once opened (e.g., underwear, swimwear), perishable goods.
- If you’re unsure whether an item is returnable, contact us before returning.

7. How to return
- Contact customer services first:
  Email: returns@bibishouse.co.uk
  Or use the contact form on www.bibishouse.co.uk/contact
- Provide your order number, item(s) and reason for return. We’ll send return instructions and the returns address.
- Pack items securely and include a copy of your order or returns form.

8. Refunds processing
- We aim to process refunds within 14 days of receiving the returned items (or proof of postage where applicable). Additional bank/processor delays may apply.

9. Deductions & partial refunds
- We may reduce refunds for items returned damaged, showing signs of use beyond inspection, missing parts, or not in original condition.
- Promotional discounts or use of multiple offers may affect the refundable amount proportionally.

10. Cancelling before dispatch
- If you cancel before dispatch we will refund in full including any shipping paid. If the order has already been dispatched you must follow the returns process.

11. Lost returns
- Use tracked postage. We are not responsible for returns lost in transit unless you used a prepaid label we provided.

12. Complaints & escalation
- Contact returns@bibishouse.co.uk for returns or complaints. If you remain dissatisfied you may seek advice from UK Citizens Advice or an appropriate alternative dispute resolution service.

13. Changes to this policy
- We may update this policy; the version on www.bibishouse.co.uk at the time of order applies.

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