Returns and Refund Policy

At Buy With Us PK Ltd, we want customers to feel confident when placing an order. This Returns and Refund Policy explains when returns are accepted, how refunds are handled, who pays return shipping, what happens if an item arrives damaged or incorrect, and how cancellations work.

Please read this policy before placing an order.

Return Window

Customers may request a return within 14 days after delivery.

To start a return, you must contact us first at contact@buywithuspkltd.co.uk with your order number and reason for return.

Please do not send any item back without contacting us first. Return instructions may vary depending on the product and fulfilment process. Items sent back without approval may not be accepted.

Return Eligibility

To be eligible for return, the item should usually be:

• Unused
• In original condition
• In original packaging where possible
• Complete with all parts, accessories, labels, and manuals
• Not damaged by the customer
• Returned within the approved return period

We reserve the right to refuse a return if the item is used, damaged, incomplete, altered, missing parts, or returned without approval.

Change of Mind Returns

If you wish to return an item because you changed your mind, ordered the wrong product, no longer need the product, or selected the wrong variation, you must contact us within 14 days after delivery.

The customer is responsible for return shipping costs for change-of-mind returns.

The item must be returned in a resaleable condition. If the product is returned used, damaged, or incomplete, the refund may be refused or reduced.

Return Shipping Cost

The customer is responsible for return shipping costs unless the item is:

• Damaged on arrival
• Faulty
• Incorrect
• Not as described

If the return is due to a customer decision, such as ordering the wrong item or changing your mind, return shipping must be paid by the customer.

We recommend using a tracked return service. We are not responsible for returned items that are lost in transit.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

You must provide:

• Order number
• Clear photos of the product
• Clear photos of the packaging
• A short explanation of the issue

Please do not dispose of the product or packaging before contacting us. In some cases, photos or return of the item may be required before a replacement or refund can be processed.

After reviewing the issue, we may offer:

• Replacement
• Refund
• Partial refund
• Alternative solution

The outcome will depend on the product condition, evidence provided, and fulfilment review.

Non-Returnable Items

Some items may not be suitable for return due to hygiene, safety, or product condition reasons.

Non-returnable items may include:

• Used hygiene-related products
• Opened personal care items
• Products with broken hygiene seals
• Custom or personalised products
• Items damaged after delivery
• Items missing original parts or accessories
• Products returned in poor condition
• Final sale or clearance items where clearly stated

This does not affect your rights where an item is faulty, damaged, or incorrectly supplied.

Order Cancellation

Customers may request order cancellation within 12 hours of placing the order.

Because orders can move into processing quickly, cancellation is not guaranteed after this period. If your order has already been processed, assigned, packed, or dispatched, we may not be able to cancel it.

To request cancellation, email contact@buywithuspkltd.co.uk as soon as possible with your order number.

If cancellation is not possible, you may still be able to request a return after delivery, subject to this policy.

Incorrect Address Issues

Customers are responsible for entering the correct delivery address.

If an incorrect or incomplete address is provided and the item is dispatched, delivered to that address, lost, or returned, we may not be able to issue a full refund.

If you notice an address mistake, contact us within 12 hours of placing the order. We will try to help, but changes cannot be guaranteed once processing has started.

Refund Process

Once your return is received and inspected, we will confirm whether the refund has been approved.

If approved, the refund will be issued to the original payment method. Banks and payment providers may take additional time to show the refund in your account.

Refunds may be refused or reduced if:

• The item is used
• The item is damaged by the customer
• Accessories or parts are missing
• The wrong item is returned
• The item is returned without approval
• The product is not in acceptable condition

Delivery Charges and Refunds

Where a refund is approved for an eligible return, the refund will be handled according to the reason for return and the condition of the returned item.

If the return is due to damage, fault, or incorrect item, we will review the case and provide a suitable resolution.

If the return is due to change of mind, return shipping is the customer’s responsibility.

Exchanges

Exchanges may be available depending on product availability.

If you need a different product, size, colour, or variation, contact us first. In some cases, the quickest option may be to return the original item and place a new order.

Late or Missing Refunds

If your refund has been approved but you have not received it, please first check with your bank or payment provider.

Refunds can take several working days to appear depending on the payment method.

If you still need support, contact us at contact@buywithuspkltd.co.uk.

How to Start a Return

To start a return, email us at contact@buywithuspkltd.co.uk and include:

• Order number
• Full name
• Product name
• Reason for return
• Photos, if the item is damaged, faulty, or incorrect

Our team will review your request and provide the next steps.