Return & Refund Policy

Last updated: August 17, 2026 • Compliant with UK Consumer Rights Act 2015

1. Marketplace Overview

Boonify (boonify.co.uk) is an online marketplace connecting buyers with independent UK creators, artisans, and sellers. Because Boonify operates as a multi-vendor platform, individual sellers manage their own inventory, shipping, and order fulfilment.

This Return & Refund Policy outlines the baseline standards established by Boonify to ensure transparency, consumer protection, and compliance with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations across all transactions made on our platform.

2. 14-Day Standard Return Window

Under UK Distance Selling laws, buyers have the right to cancel their order for physical products without providing a reason within 14 calendar days of receiving the item.

  • Notification Window: You must inform the seller or Boonify within 14 days from the day after you receive your delivery.
  • Dispatch Window: Once you notify the seller of your intent to return, you have a further 14 days to post the item back.

3. Defective, Damaged, or Incorrect Items

All sellers on Boonify are required to accept returns and issue full refunds for products that arrive defective, damaged, or significantly not as described.

Guarantee: If an item is faulty or incorrect, you are entitled to a full refund (including original shipping costs) or a free replacement. The seller is responsible for covering return postage fees for defective items.

4. Return Conditions & Exemptions

Returned items must be sent back in their original condition, unused, with original packaging, tags, and accessories intact.

Non-Returnable Items (Exemptions under UK Law):

  • Personalized or Custom Goods: Items made to your specifications or custom-engraved/tailored (unless defective).
  • Perishable Goods: Food, fresh flowers, or items with a short shelf life.
  • Hygiene & Intimate Goods: Earrings, cosmetics, or undergarments where the protective seal has been broken.
  • Digital Downloads: Digital files, artwork, or software once instant access or download has commenced.
  • Booked Services: Service appointments or events subject to specific seller cancellation terms.

5. How to Request a Return

  1. Go to Orders: Log into your Boonify account and navigate to Dashboard > Orders.
  2. Contact Seller: Click Request Return or message the seller directly with your order number and reason for return. Attach photos if the product arrived damaged.
  3. Ship Item: Once authorized, ship the item to the seller's return address provided. We recommend using a tracked shipping service.

6. Return Postage & Fees

  • Change of Mind Returns: Unless stated otherwise in the seller's shop policy, the buyer is responsible for return postage costs for non-defective items.
  • Defective or Faulty Returns: The seller must pay return postage or provide a pre-paid returns label.

7. Refund Processing & Timelines

Once the seller receives and inspects the returned item, your refund will be authorized.

  • Refunds are credited back to your original payment method (Debit/Credit Card, Stripe, Apple Pay, Google Pay).
  • Funds typically reflect in your bank account within 5 to 10 business days depending on your payment issuer.
  • If you cancel the complete order within 14 days, original standard delivery charges will also be refunded.

8. Boonify Buyer Protection & Dispute Guarantee

We are committed to making shopping on Boonify safe and reliable. If a seller fails to respond to your return request within 48 hours, refuses a valid UK return, or if an item never arrives, you can escalate the dispute to Boonify Support.

Boonify will review your case, hold seller payout transfers where applicable, and issue a direct refund to protect your purchase.

9. Contact Us

If you have questions about returns, refunds, or an active order dispute, our support team is ready to help:

Email: support@boonify.co.uk

Contact Page: boonify.co.uk/contact