Refund policy
We want you to feel confident ordering with us. If something goes wrong with delivery, or your item arrives damaged, we will make it right.
Guarantees
- Refund if package lost — If your tracked parcel is confirmed lost in transit, we will refund you in full (or reship, if you prefer and stock allows).
- Refund if items damaged — If your order arrives damaged, contact us with photos within a reasonable time of delivery and we will refund or replace it.
- Refund if no delivery in 35 days — If your order has not been delivered within 35 days of dispatch and tracking shows no successful delivery, you are entitled to a full refund.
Returns within 30 days
Changed your mind? Request a return within 30 days of delivery. Items should be unworn, unwashed and in original condition, with tags attached where applicable.
We will email you a prepaid returns label. The cost of return postage is deducted from your refund — £3.95 for UK returns and £9.95 for international returns. If your item is faulty, damaged, or not what you ordered, we cover return postage in full.
Once we receive and inspect your return, we will refund the original payment method within 5 business days. Original delivery charges, where paid, are not refunded unless the item was faulty.
Your statutory rights
Nothing in this policy affects your legal rights. UK customers may cancel an online order within 14 days of delivery under the Consumer Contracts Regulations. Where you cancel or return for any reason other than a fault, you are responsible for the cost of returning the goods, which we deduct from your refund as set out above.
How to start a return or claim
- Email us at hello@bushylab.com or use our Contact page with your order number.
- Tell us whether you need a return, a damaged-item claim, or help with a lost or delayed parcel.
- We will reply with the next steps and your returns label.