Refund policy

Effective Date: August 17, 2025

At Bobobiy, we partner with a wide range of brands and manufacturers, and each may have its own return policy. For this reason, we encourage you to review the specific return policy listed on the product page before making a purchase. Below is our general return policy, which applies unless otherwise stated. We take great care to ensure all products are picked, packed, and delivered properly, but we understand that issues may occasionally occur. This policy explains how to request a return, refund, or replacement, and what you can expect during the process.

Supplier-Specific Return Policies

Return conditions, timeframes, and procedures vary by supplier. Please refer to the relevant return policy for the supplier who fulfilled your order:

1. Return Period

You have 30 calendar days from the date your order is delivered to request a return.

For items sent to European Union countries, you also have a 14-day “cooling-off” period in which you may cancel or return an order for any reason under EU consumer protection laws.

2. Return Eligibility

To qualify for a return:

  • Items must be unused, undamaged, and in their original condition

  • All original tags, labels, and packaging must be intact

  • You must provide proof of purchase (e.g. order number or confirmation email)

We reserve the right to deny returns that do not meet these conditions.

3. How to Request a Return, Refund or Replacement

For all return, refund, or replacement queries, please contact us at:

📧 Email: support@bobobiy.co.uk
💬 Messaging only:

🟩💬 WhatsApp

🟩💬 Telegram

You can also request a return by logging into your Bobobiy account.

We aim to respond within 24 hours, between 7:00 AM and 7:00 PM, Monday to Sunday.

Once your return is approved, we’ll provide a return address and a return shipping label if applicable. Do not send any item back until we’ve confirmed the next steps.

4. Photographic Proof for Damaged or Incorrect Items

If an item arrives damaged or incorrect, please report it within 30 days of delivery and include the following three clear photographs in your email:

  1. Outer packaging showing any damage to the parcel

  2. Inner packaging including box fillers and item positioning

  3. The damaged or incorrect product itself with a clear view of the issue

We cannot process damage-related claims without photographic evidence.

5. Damaged, Faulty, or Incorrect Items

If your item is damaged or you received the wrong product:

  • Contact us within 30 days of delivery

  • Include the three required photos (see above)

  • We will either send a replacement at no additional cost or offer a full refund

6. Missing Orders

If your order hasn't arrived within the timeframes below, contact us. We will investigate and send a replacement free of charge once confirmed.

Region Standard Delivery Tracked Delivery
UK Mainland 10 working days 3 working days
Highlands & Islands 12 working days 5 working days
Europe A, B, C Please contact us Please contact us
Rest of the World Please contact us Please contact us

Do not place a new order — we will resend the item once verified. Please note that all deliveries are tracked for your convenience and security.

7. Change of Mind / Unwanted Items

If you change your mind:

  • Notify us within 30 days of dispatch

  • Return the item in original condition and packaging

  • Include your order number and name clearly on the parcel

Once received, we will issue a refund for the product value.
Note: Return shipping costs are the buyer’s responsibility and are non-refundable in this case.

Refused Deliveries and In-Transit Cancellations

If an order is returned to us due to a refused delivery, the applicable return shipping fees will be deducted from your refund. This policy also applies if you choose to cancel an order that is already in transit.
Please note: Since these returns fall outside our standard return process, we are unable to track the item in real time. As a result, a refund can only be issued once the item is received and verified at our return facility.

Why We Charge for Returns & Shipping

At Bobobiy, we don’t inflate product prices to hide shipping costs like many do. Instead of offering "free shipping" across the board, we may calculate fair and transparent shipping costs for some item - this keeps prices lower overall, especially on smaller items. Some orders may be shipped for free.

Change of mind return shipping costs are deducted from your refund to cover actual return expenses and help us keep prices competitive for everyone.

8. Items Not Eligible for Return

The following cannot be returned unless faulty:

  • Personal care products (e.g., cosmetics, soaps)

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalised products

  • Sale/clearance items marked as 'Non-Returnable'

  • Gift cards

  • Hazardous goods (e.g., flammable substances)

9. Exchanges

We do not currently offer exchanges for most items. To get a different item, please return the original product and place a new order. Exchanges may be applied for curtain products and brands.

10. Refund Processing

Once your return is received and inspected, we will notify you of the outcome:

  • If approved, the refund will be issued to your original payment method within 3-5 business days. Sometimes it may take 2 weeks.

  • Please allow additional time for banks or credit card processors

If you haven’t received your refund after 14 days, contact us at support@bobobiy.co.uk.