Fourteen days, freely given back

Day one is the day after the goods are handed to you, or to somebody you asked to take them in. The courier does not count as that somebody. Where one order is split across several parcels, the clock waits for the last of them.

Weekends and public holidays count inside the fourteen, not on top of them. The single concession is at the end: should the fourteenth day be one the shops are shut for where you live — a weekend day, a national holiday — the deadline slides on to the close of the next working day.

Before the goods arrive there is nothing to withdraw from in the formal sense, but you can still stop the order dead. Say so on the confirmation call, write to us while the parcel is still with us, or turn the courier away at the door. No money will have changed hands, so no refund is needed.

Put it in writing and send it before the fourteenth day is out. It is the sending that has to happen inside the period, not the arriving, so a message written on day fourteen is in time even if we read it on day fifteen.

• Email hello@bonnybuy.com, with the word “withdrawal” somewhere in the subject line so it is routed quickly;
• or use the contact form and choose the topic “A return”;
• or fill in the form below and send it by email or by post.

Whichever route you take, give us your order reference (the shape is BBY-123456, and it appears on the screen shown after you order), the name the order was placed in and the phone number we rang. Those three things let us find the order in one go.

We acknowledge every withdrawal notice by email without delay, and that acknowledgement carries the return address for your country. Keep it: it is the only address a return should go to.

Using this form is optional. It is reproduced here because the law says a trader has to make it available, and because some people would rather fill in boxes than compose a letter. Copy it into an email, or print it, complete it and post it.

Nothing on the form is a condition of the right. A sentence saying you wish to withdraw, with enough detail to identify the order, is a valid notice.

You have a further fourteen days from your notice to put the goods in the post. Again it is the sending that counts, so keep the proof of postage.

The direct cost of the return journey is yours to pay. We do not send prepaid labels for a change of mind and we cannot accept a parcel sent cash on delivery or with charges left for us to settle at the other end; parcels like that are refused and come back to you. A tracked service costs a little more and saves a great deal of argument.

It is different when something was wrong with the order. If the goods arrived faulty or damaged, or are not the goods you ordered, we cover the return: we either send a label or reimburse the tracked postage you paid, on the receipt. That route is described under faulty, damaged or not what you ordered.

Send everything that came in the box, and pack it so it survives a second journey. Handle and examine the goods as freely as you would in a shop; go beyond that and lose value through use or careless packing, and we may deduct the loss from the refund. If that ever applies to your return we write to you first, with the figure, the reason and photographs.

Notes and coins went into a driver’s hand, which leaves nothing for us to reverse: no card, no payment provider, no transaction to cancel. So the money comes back the other way round, as a euro bank transfer into an account that carries your own name. Two pieces of information are enough for that, the name on the account and the IBAN. Nothing else is ever needed, and nobody writing on our behalf will ask you for a card number, a PIN or a banking password.

The deadline is fourteen days from the day your notice reaches us. There is one lawful brake on that: we may wait for the goods to arrive back, or for you to show that you posted them, whichever event comes sooner. We apply it sparingly. Attach a scan of the postage receipt to the email carrying your IBAN and the wait usually disappears altogether.

What comes back is the money you handed over for the goods, in full. Nothing was charged for carrying them to you in the first place, so there is no separate delivery cost to return, and equally nothing to withhold if only part of an order goes back. Nothing at all is deducted for the transfer. Should your account be denominated in something other than euro, the exchange rate is a matter between you and your bank, as is any fee it charges for the conversion.

Consumer law lists a handful of purchases that cannot be withdrawn from: goods made to your own specification, goods that spoil quickly, sealed items that cannot be returned for reasons of hygiene once the seal is broken, and a few others of the same sort.

None of them is in our catalogue today. Everything BonnyBuy sells can be sent back under this page. Should we ever list something the law excludes, the exclusion will be printed on that product’s own page, above the order form, where you cannot miss it before deciding.

One more distinction worth knowing: the right of withdrawal belongs to consumers, people buying outside a trade or profession. A business buying for its own purposes does not have it by law, although we are usually willing to agree something reasonable. Ask before you order.