Refund policy

At BUCHANS, we want you to be completely satisfied with your purchase. If you're not happy with your order, please review our returns policy below.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return, items must:

  • Be unused and in their original condition.
  • Be returned with all original packaging, accessories and documentation where applicable.
  • Show no signs of installation, use, modification or damage.

Please contact us before returning any item so we can provide return instructions.

Return Shipping

Customers are responsible for the cost of returning items unless:

  • The item is faulty.
  • The incorrect item was supplied.
  • The item was damaged during transit.

We recommend using a tracked delivery service, as BUCHANS cannot accept responsibility for returns that are lost or damaged whilst being returned to us.

Made-to-Order & Custom Products

Many BUCHANS products are manufactured, assembled or sourced specifically to fulfil individual customer orders.

Where permitted by law, made-to-order, custom-built and special-order products may not be eligible for cancellation or return once production, assembly or supplier ordering has commenced.

If you're unsure whether a product is made to order, please contact us before purchasing.

Damaged Deliveries

Please inspect your order as soon as it arrives.

If your order has been damaged during transit, please notify us within 48 hours of delivery and provide photographs of:

  • The damaged item.
  • The external packaging.
  • Any internal packaging.
  • The shipping label (where possible).

This information helps us investigate the issue and submit a claim with the courier where required.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us as soon as possible.

Depending on the circumstances, we may offer:

  • A replacement.
  • A repair.
  • A refund.

We may request photographs or additional information to help us assess the issue.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

Approved refunds will be issued to the original payment method. Please allow several working days for your payment provider to process the transaction.

Contact Us

If you have any questions regarding returns or refunds, please contact us using the details provided on our Contact page.