Returns and refunds, without the fuss

Any clear statement works. The easy ways:

• email hello@bonnybuy.com;
• use the contact form and pick the topic “A return”;
• or fill in the model withdrawal form below and send it by email or post. Using the form is optional.

Please include your order reference (it looks like BBY-123456 and is shown on the confirmation screen), your name and the phone number used for the order, so we can find it quickly.

You are in time if you send your message before the 14 days are over; it does not have to reach us within them. We confirm receipt by email without delay and, in the same message, give you the return address for your country.

Post the item within 14 days of telling us you are withdrawing. Send it to the return address in our confirmation email. Please do not send returns to our registered office without asking first: parcels sent elsewhere can go astray, and we can only refund what reaches us or what you can show you posted.

You pay the direct cost of sending the item back. Choose a tracked service and keep the receipt until your refund arrives. We cannot accept parcels sent cash on delivery or with postage to be paid by the recipient.

Pack the item safely, with all its parts, cables and manuals. The original box is welcome, but a missing or opened box does not by itself cost you your right to return.

You may unpack, inspect and try the item the way you could in a shop: enough to see what it is, what it is like and whether it works. If it comes back showing use beyond that (marks, wear, missing parts, damage from careless packing), we may reduce the refund by the value the item has lost. If we do, we tell you the amount and the reason, with photos, before paying the rest.

Nothing we sell today is excluded from the right of withdrawal. If we ever offer an item that the law excludes, for example sealed goods that cannot be taken back for hygiene reasons once unsealed, the product page will say so clearly before you order.

Cash on delivery leaves no card to refund, so we pay refunds by bank transfer (SEPA, in euro) to an account in your name. We ask for the account holder’s name and the IBAN, nothing else. We never ask for card numbers, PINs or online-banking passwords.

We refund the price of the returned item and, when you return the whole order, the 4,99 € delivery charge you paid as well. If you keep part of the order, the delivery charge is not refunded. We make no deduction for the transfer.

We pay within 14 days of the day you told us you were withdrawing. We are entitled to hold the refund until the item is back with us or you have sent us proof of posting, whichever happens first. If your account is held in another currency, your bank converts the euro amount at its own rate.

Write to hello@bonnybuy.com with your order reference, a short description and one or two photos (of the item, and of the box if it arrived damaged). Telling us within a few days helps us claim from the courier, but being slow never costs you your rights.

We reply within two working days with the next step: a replacement, a repair or a refund. In these cases the return costs you nothing. We either send a prepaid label or reimburse the tracked postage you paid, on receipt. The refund covers the item and the delivery charge, and is paid by bank transfer as described above.

Everything we sell is covered by the legal guarantee of conformity: the goods must match their description, be fit for their normal purpose and have the quality and durability you can reasonably expect. The seller, Calder & Wren Ltd, answers for any lack of conformity that shows up within two years of delivery. Where the law of your country gives consumers longer (at the time of writing, three years in Spain and Portugal), the longer period applies to you.

A fault that appears within the first year is presumed to have been there on delivery, unless that is incompatible with the kind of fault; where your national law sets a longer presumption, it applies. You can ask for a repair or a replacement, free of charge and within a reasonable time. If neither is possible, or it fails, or it would cause you significant inconvenience, you can choose a price reduction or, unless the fault is minor, end the contract and get your money back.

The guarantee does not cover normal wear, accidental damage, or damage from use against the instructions. It is separate from, and in addition to, the 14-day right to change your mind, and no commercial guarantee is offered on top of it unless a product page says so.

Copy this text into an email or print it, fill it in and send it to us only if you wish to withdraw from the contract.