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RETURNS & REFUNDS
Don’t worry… B° happy - we’ll soon have you smiling.
We want you to be delighted with your purchase. It’s why we do this. At Bulan, you can shop online with confidence, thanks to our trusted returns and refunds service.
Read on to find out more…
If for any reason, you’re unhappy with your order, you can return any items within 30 days of receiving them. All products returned need to be complete, in perfect condition, unused, unwashed and with their original packaging.
When we receive your goods back at Bulan HQ, we will issue your refund onto the card you used when you bought from us. It really is that easy.
We are not able to refund postage charges.
We cannot offer exchanges for orders placed online. If you want to exchange items, please return your order for a refund and place a new order.
RETURNS VIA COURIER / POST
If you would like to return items by courier or post, please make sure you fill in and enclose the reverse side of your delivery note, with details of the items you are returning. Please remember to include your daytime telephone number and email address, in case we need to get in touch about your return. Smiley face doodles are also welcome.
What do you do if you can’t find your delivery note (we’ve all been there)? Please write us a good old-fashioned letter, including your name, address, email address, daytime telephone number and customer number (if you can find that). Please also let us know what you are returning - and why. We value your opinions. They will help us to continuously improve our products and customer service.
Make sure your items are securely wrapped and send us your return using one of the methods below to (please include your order reference number in all correspondence):
Bulan Home Ltd
The Reece Group
RETURNS VIA POST OFFICE OR ALTERNATIVE COURIER METHOD - VARIABLE FEE
If you would like to choose a different way to return your order, you can send via the Post Office or other courier of your choice. Please note, you will need to pay for these services, and the cost will vary depending on the weight and dimensions of your parcel and the service you select.
Please remember to keep a copy of your proof of postage, as we can only take responsibility for your parcel when it has been received at Bulan HQ. Items lost in transit cannot be treated as returned.
HOW LONG WILL IT TAKE YOU TO DEAL WITH MY RETURN?
Once we receive your parcel, please allow up to five days for our team to deal with your request. We will send you an email to confirm your refund (this is why we need your email address). Please remember, it can take up to four days after we have processed a refund payment for it to appear on your credit card statement.
If within 10 days of sending your return you do not receive an email confirmation from us, then please call us on 020 3758 9222 so that we can investigate. Our customer service team hours are: Monday to Friday 8am to 6pm; Saturday 9am to 5pm; Sunday 10am to 4pm)
YOUR LEGAL RIGHT TO CANCEL
Our small (but mighty) print
Most products you buy online are covered by legal protection that gives you 14 days to change your mind and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below:
You have 14 days after the day you (or someone you nominate) receives the products to change your mind. If your products are split into several deliveries over different days, you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.
To meet the cancellation deadline, you must tell us by email that you want to exercise your right to cancel before the cancellation period has expired. Please keep a copy of your cancellation email for your records.
If the products have already been sent out to you or you have already received them, you must return them to us as soon as you can - at the latest within 14 days from the day on which you emailed us to cancel your order. You will have to pay for the cost of returning the products to us.
If you are exercising your right to change your mind, you will receive a full refund of the price you paid for the products, and any applicable delivery charges, to the credit/debit card, or another payment method you used.
We will process your refund without delay and, in any event, no later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation email. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
- We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the goods, if this was caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we can inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate difference in value.
- The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one price, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- If the products you return were gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.
Occasionally, Bulan products do not meet our high standards. On very rare occasions, these items make it through our exacting quality control and are delivered to you. When this happens, and you receive a less-than-perfect product, we are always hugely disappointed. Our team work hard to put things right for you as soon as possible.
If you have identified the problem within 14 days of purchase, then you can return the item under our standard return procedure for exchange, or refund. Please let us know about the fault so that we can make sure other items are not affected. We will refund any postage on a faulty item, and we will make sure you are also reimbursed for standard return postage on the item.
If a fault develops outside the 30-day return period, please email us on firstname.lastname@example.org or call 020 3758 9222 (Monday to Friday 8am to 6pm; Saturday 9am to 5pm; Sunday 10am to 4pm). We will discuss the fault with you and agree the best way forward.
To make sure our products stay perfect for as long as possible, we have created product care guides. Please read them, and any specific care instructions provided with your purchase.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
RETURNING A GIFT
If someone sent you a Bulan product as a gift (lucky you!), you can return it for an exchange or gift tenders*. When the exchange is complete, we will email a confirmation to the person who made the original purchase. We can only refund to the original credit/debit card used to purchase the gift. This does not affect the purchaser's legal rights.
Note* Gift Tender = Gift Cards and eGifts
ITEMS EXCLUDED FROM RETURNS
Whether you are exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:
- Products made to your unique specification or that are personalised for you, such as items bearing your name, initials.
- Products sealed for health protection, or hygiene purposes once you have unsealed them.
Items that cannot be returned include:
- Furniture items that have been purchased as ex-display.
- Mattresses, duvets, pillows, mattress protectors, mattress toppers and pillow protectors if the sealed packaging has been opened.
- Toiletries or beauty products, if the seals have been broken.