Returns and Refunds Policy
Your Right to Cancel
If you are a customer in the United Kingdom and purchase goods from us online, you may have a legal right to cancel your order within 7 days of receiving your item, without giving a reason.
To exercise your right to cancel, you must clearly notify us of your decision within 7 days of receiving the goods by contacting us at:
Once your return request has been approved and you have received our return instructions, the item must be sent back to us within 7 days.
Eligibility for Returns
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as received.
- All original packaging and seals must be intact.
- Proof of purchase is required.
If a wrong item is delivered, the item may need to be returned to us first. Once received and approved, the correct product will be shipped.
How to Start a Return
To start a return or cancellation, please contact us at:
Please include your order number and details of the item you wish to return.
Once your return request is approved, we will provide instructions for sending the item back.
Returns sent without prior approval may not be accepted.
Restocking Fee
We charge a 20% restocking fee for approved change-of-mind returns.
The restocking fee will be deducted from the refund amount.
This fee does not apply if:
- You received a faulty item.
- You received a damaged item.
- You received the wrong item.
- The item is not as described.
Change-of-Mind Returns
If you wish to return an item because you have changed your mind, please contact us within the applicable cancellation period.
The item must be returned unused and in its original condition, with all original packaging and seals intact.
A 20% restocking fee may be deducted from the refund amount for eligible change-of-mind returns.
Customers are responsible for the cost of returning change-of-mind items unless otherwise agreed.
Return Shipping
Customers are responsible for return shipping costs unless:
- The item is faulty.
- The item is damaged.
- The incorrect item was sent.
- The item is not as described.
We recommend using a trackable shipping service, as we are not responsible for return parcels that are lost in transit.
Damaged, Faulty, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item is damaged, defective, incorrect, or not as described, please contact us at support@bnbesupply.com as soon as possible and provide relevant details and photos where available.
If a wrong item has been delivered, please contact us before returning it. We may request that the incorrect item be returned before sending a replacement or issuing a refund.
Nothing in this policy affects your statutory rights.
Non-Returnable Items
We do not accept returns on:
- Opened or used items, unless they are faulty.
- Items where hygiene or safety seals have been removed or broken, where applicable.
- Personalised or custom-made items, where applicable.
Please contact us before purchasing if you are unsure whether an item is eligible for return.
Refunds
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
If approved:
- Refunds will be issued to the original payment method.
- Any applicable 20% restocking fee may be deducted from the refund amount for eligible change-of-mind returns.
- Return shipping costs are non-refundable unless otherwise required or agreed.
- Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Where applicable, refunds will be processed in accordance with your statutory rights.
Shipping & Delivery
Delivery Times
Orders are usually dispatched within 1–3 business days.
Delivery times may vary based on location and shipping method.
Weekends and public holidays are not considered working days.
We are not responsible for delays caused by couriers, weather, customs processes, or circumstances beyond our reasonable control.
Delivery Address & Responsibility
Orders are delivered to the address provided at checkout.
Please ensure that your delivery address is complete and accurate.
We do not deliver to PO Box addresses.
Please keep track of your package. If you experience an issue with your delivery, please contact us as soon as possible.
A signature may be required upon delivery. Where applicable, delivery may be accepted by another person at the delivery address.
Missed Deliveries
If delivery attempts fail due to customer unavailability:
- The courier may attempt re-delivery.
- The courier may provide instructions for collection or further delivery.
- Additional delivery charges may apply where applicable.
Nothing in this policy affects your statutory cancellation or consumer rights.
General Terms
All orders are subject to availability and acceptance.
Given the large number of products available on the website and the possibility of multiple purchases by different customers at the same time, the availability shown may not always correspond to actual stock levels.
We reserve the right, once an order has been received, to verify the availability of the item. If an item is temporarily unavailable, the customer will be informed of the expected delivery time and/or available refund options.
We reserve the right to cancel orders and issue refunds where necessary, subject to applicable law.
Nothing in this Returns & Refund Policy is intended to exclude or limit any consumer rights that cannot legally be excluded or limited.
Contact Us
For any questions regarding cancellations, returns, refunds, or delivery, please contact:
Email: support@bnbesupply.com