Refund policy
At Buchans, we want you to be satisfied with your purchase. If you need to return an item or there is a problem with your order, please review our policy below.
Returns
We accept returns within 30 days of delivery.
For change-of-mind returns, items should:
- Be unused and in their original condition.
- Be returned with their original packaging, accessories and documentation where applicable.
- Show no signs of installation, use, modification or damage beyond what is reasonably necessary to inspect the item.
Please contact us before returning an item so we can provide the appropriate return instructions.
Nothing in this policy affects your statutory rights.
Return Shipping
For change-of-mind returns, customers are responsible for arranging and paying for return shipping.
Where an item is faulty, damaged, incorrect or otherwise requires a remedy under your statutory rights, Buchans will provide appropriate return instructions and, where required, cover reasonable return costs.
We recommend using a tracked delivery service for customer-arranged returns and retaining proof of postage until your return has been completed.
Supplier-Fulfilled Orders
Some products may be dispatched directly by one of our fulfilment partners.
If you need to return a supplier-fulfilled product, please contact Buchans before sending the item back so we can provide the correct return instructions and return address.
Please do not return supplier-fulfilled products to the dispatch address shown on the parcel unless instructed to do so by Buchans.
Your statutory rights and the terms of this returns policy are not affected by an order being fulfilled by a third party.
Custom & Personalised Products
Certain products that are made to a customer's specifications or clearly personalised may not be eligible for change-of-mind cancellation or return where an exemption applies under UK consumer law.
This does not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.
Where a product is subject to specific cancellation restrictions, this will be made clear before purchase where applicable. If you're unsure, please contact us before ordering.
Damaged Deliveries
Please inspect your order as soon as reasonably possible after delivery.
If your order appears to have been damaged in transit, please contact us promptly. Where possible, notifying us within 48 hours of delivery helps us investigate the issue with the courier.
We may ask you to provide photographs of:
- The damaged item.
- The external packaging.
- Any internal packaging.
- The shipping label where available.
Failure to report transit damage within 48 hours does not affect any statutory rights you may have.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Depending on the circumstances and your applicable statutory rights, an appropriate remedy may include:
- A repair.
- A replacement.
- A refund.
We may request photographs or other reasonable information to help us understand and resolve the issue.
Refunds
Once a returned item has been received and, where appropriate, inspected, we'll notify you of the outcome.
Approved refunds will normally be processed to the original payment method within 5 business days of the return being approved.
Once we have issued the refund, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
Where applicable, refunds will be made in accordance with your statutory consumer rights.
Contact Us
For return or refund enquiries, please contact:
Buchans
New Bury Farm Business Park
Slapton
Leighton Buzzard
LU7 9BT
United Kingdom
Email: support@buchans.shop
You can also contact us through our Contact page.