Returns & Exchanges
Returns Policy
Online Returns
1) This returns policy applies to purchases made through www.bondisands.co.uk only.
2) If you purchase a Bondi Sands product from another retailer, you will need to contact the
retailer directly regarding your return.
Cooling Off Rights
3) For online orders, you have a legal right (under the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013) to change your mind about your purchase and receive a refund, including any standard delivery costs. This is subject to the following conditions:
a) If you change your mind about a product, you must notify our Customer Service Team within 14 days of delivery (Cooling Off Period) and return the product within 14 days of notifying us. You are responsible for the cost of your return and should keep proof of your return. If we do not receive the goods (or proof of return) within a reasonable time, you may not be eligible for a refund.
b) We will refund the price paid for the product and any standard delivery charges within 14 days of receiving the product (or proof of return) via your original payment method. If your order qualified for free delivery or you chose a premium delivery service, you will not be entitled to a refund for any delivery costs.
c) Products must be returned to us in their original, unused and saleable condition and
accompanied by a valid order reference for a refund to be given.
Damaged or faulty goods
4) If a product arrives damaged, faulty or is incorrect we will provide a replacement or refund in accordance with your rights under the Consumer Rights Act 2018 (Act).
5) You have a right to a refund within 30 days of delivery if the product is not of satisfactory quality, fit for purpose or as described.
6) After 30 days but within six months of delivery, you are entitled to a repair or replacement for faulty products. Where a repair or replacement is not possible or it does not resolve the fault, you may receive a refund. After six months, you will have similar rights under the Act if you can prove the fault was present at the time of delivery.
7) To report a damaged, faulty or incorrect product please contact our Customer Service Team. If the product is out of stock, an alternative will be offered.
8) You may need to provide photographs of the issue and we may collect the damaged products from you for a quality review investigation if necessary.
Returns procedure
9) Personalised items cannot be returned unless they arrived damaged, faulty or the incorrect item was delivered.
10) Please note that due to hygiene reasons, returns cannot be accepted on our Reusable Cup, Reusable Bottle, Sheet Protector and Tanning PJs.
11) To arrange a return, contact our Customer Service Team explaining you would like to
return your order and provide your order reference number.
12) If you are returning an aerosol please make us aware as aerosols cannot be sent by UK
Post.
13) Once your return request has been approved:
a) For UK mainland residents, a free returns label will be sent to you via email with
instructions of how to return your goods.
b) For customers outside of the UK, products will need to be returned to the address
provided by our Customer Service Team.
14) Returns should be packaged securely using appropriate packaging to ensure the products arrive to us in their original condition. We reserve the right to refuse a refund, exchange or gift card where products are returned damaged due to insufficient packaging. The return address and your online order reference should be clearly displayed on the exterior label of the package.
Refunds
15) We aim to process refunds within 2 working days of receiving your return. It may take up to 10 working days for the refund to show against your original payment method, depending on your card issuer.
16) If your original purchase was made using a gift card, the refund will be credited to the gift card in the first instance. If the total to be refunded exceeds the amount originally paid by gift card, the remaining balance will be refunded to the other payment method used. If you no longer have the original gift card in your possession, a new gift card will be issued and credited with the refund amount.
Promotions
17) For discounted products you will be refunded the price paid.
18) If your original purchase qualified for a discount and, by virtue of the return, you would no longer qualify for the discount, you must either return all items that qualified for the discount or you will be charged their full retail price.
19) If you received a gift with purchase, you must also return the gift in order to process the return. If the gift was a gift card and it has been partially or fully spent before the return, the amount spent will be deducted from your refund.
20) Please be aware we do monitor the number of returns made by customers. Repeated returns may be flagged and, at our discretion, lead to your account being suspended.
Contact us
21) You can contact our Customer Service Team by email to info@bondisands.co.uk or by submitting this form.
I’ve Ordered The Wrong Product
Once an order is placed we’re not able to make any changes to the items in the order unfortunately! Once received you’re welcome to make a return with us.
I Need To Cancel The Order I Just Placed
Once an order is placed and received by our warehouse, we’re unfortunately not able to cancel the order. Once your parcel is received you’re more than welcome to make a return with us.
If you have any queries regarding your delivery, refund or return please contact us by emailing info@bondisands.co.uk
Warranty & Claims
Bondi Sands products should be free from defects on delivery. If your Bondi Sands product is defective, we will be happy to replace it free of charge. Refunds will not be considered. Please contact us within 14 days of delivery.
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