Refund policy

We want you to love everything you buy from BulkyBucket. If something isn't right, we offer two routes to return your item — your statutory legal right to cancel (14 days) and our extended 30-day goodwill returns policy.

1. YOUR LEGAL RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

If you are a consumer in the United Kingdom, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The rules:

You have 14 days from the day you receive your goods to notify us that you wish to cancel
You then have a further 14 days from notifying us to return the goods
You can cancel for any reason — no justification needed
We will refund you within 14 days of receiving the goods back (or proof you've sent them)
Refunds are issued to the original payment method

How to exercise this right:

Email us at info@bulkybucket.co.uk with:

Your order number
Item(s) you wish to return
Statement that you are exercising your right to cancel

We will confirm receipt and provide return instructions.

Condition of returned goods:

Goods must be returned in the same condition you received them. We may reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to inspect them (e.g., used products, damaged packaging).

Return shipping costs:

For statutory cancellations, you are responsible for the cost of returning the goods unless the item is faulty or not as described. We recommend using a tracked service.

Exceptions to the 14-day right (under UK law):

The statutory cancellation right does not apply to:

Sealed goods unsealed after delivery, where return is not appropriate for hygiene or health protection reasons
Goods made to your specifications or clearly personalised
Goods that may deteriorate or expire rapidly
Sealed audio, video recordings, or software unsealed after delivery
Newspapers, periodicals, or magazines
Goods inseparably mixed with other items after delivery

2. OUR 30-DAY GOODWILL RETURNS POLICY

In addition to your statutory rights, we offer an extended 30-day return window for changed-mind returns. This is a goodwill policy on top of your legal rights.

To be eligible:

Item must be returned within 30 days of receipt
Item must be unused and unworn, with all tags and original packaging intact
Proof of purchase required (order confirmation email or order number is sufficient)

How to start a return:

Email us at info@bulkybucket.co.uk with your order number and reason for return
We will respond within 2 working days with return instructions and the return address
Send your item to the address provided
We will inspect your return upon receipt

⚠️ Important: Items sent back without first contacting us will not be accepted.

Return shipping costs:

For change-of-mind returns under our goodwill policy, the customer is responsible for return postage. We recommend a tracked service — we cannot be held responsible for items lost in return transit.

3. FAULTY, DAMAGED, OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, or not as described, you have stronger legal protections under the Consumer Rights Act 2015.

Your rights:

Within 30 days of receipt: You have the right to a full refund
Within 6 months: You have the right to repair, replacement, or refund (we can choose which, except for refund where repair/replacement isn't possible)
Up to 6 years: You may still have rights if the fault was present at the time of purchase

What to do:

Please inspect your order upon receipt and contact us immediately at info@bulkybucket.co.uk if:

The item is faulty or defective
The item is damaged in transit
You received the wrong item
The item is materially different from how it was described

We will:

Cover the cost of return shipping (we'll send you a free return label or reimburse postage)
Refund, replace, or repair the item — your choice within the first 30 days
Issue refunds within 14 days of receiving the item back

Please retain photos of any damaged items and packaging to help us process your claim quickly.

4. NON-RETURNABLE ITEMS

For hygiene, safety, and legal reasons, the following items cannot be returned (unless faulty):

Personal care and beauty products that have been opened or used (hygiene reasons)
Sealed health-related goods that have been unsealed after delivery
Custom-made or personalised items
Hazardous materials, flammable liquids, or gases
Perishable goods (where applicable)
Gift cards and digital products

⚠️ Sale items: Sale items can be returned under our 30-day goodwill policy AND under your 14-day statutory cancellation right. The Consumer Rights Act 2015 also applies to sale items if they are faulty. Your statutory rights are not affected by sale pricing.

5. EXCHANGES

We currently do not offer direct exchanges. The fastest way to receive a different item is to:

Return your original item under our policy
Place a new order for the item you'd like

This ensures you receive the new item as quickly as possible without delays from awaiting return processing.

6. REFUNDS

How long refunds take:

Once we receive and inspect your return, we will email you to confirm whether the refund has been approved
For statutory cancellations: refunded within 14 days of receiving the item (or proof of return)
For goodwill returns: refunded within 10 working days of receiving the item
For faulty items: refunded within 14 days of agreeing the refund

How refunds are issued:

All refunds are issued to the original payment method used for the order
Bank/card processing times vary — please allow up to 5 working days for the refund to appear on your statement after we've issued it

Partial refunds:

We may issue a partial refund if:

Items are returned in diminished condition due to handling beyond inspection
Items show signs of wear or use beyond what's needed to assess them
Original packaging or tags are missing on goodwill returns

If you haven't received your refund:

If more than 15 working days have passed since we confirmed your refund and you haven't received it:

Check your bank/card statement again
Contact your card provider — refunds can sometimes take time to post
If still missing, contact us at info@bulkybucket.co.uk with your order number

7. RETURN ADDRESS

Please do not send returns before contacting us — we will provide the return address upon approval. Items sent without prior approval may be refused or significantly delayed.

For approved returns, our return address is:

LK Brothers Limited (BulkyBucket Returns) The Parkside Club 3 Seva Drive Southall London UB1 1GH United Kingdom

We recommend using a tracked and signed-for service for returns above £20 in value.

8. YOUR STATUTORY RIGHTS

Nothing in this Returns Policy affects your statutory rights as a consumer. Under UK law, you have rights including:

The right to receive goods of satisfactory quality, fit for purpose, and as described
The right to cancel within 14 days under Consumer Contracts Regulations 2013
The right to remedies for faulty goods under the Consumer Rights Act 2015
The right to be refunded via the original payment method

For more information about your consumer rights, visit: