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Refund and Returns Policy

This policy explains how cancellations, returns, and refunds work for orders placed on bubzo.co.uk. Nothing in this policy affects your statutory rights.

1. Change of mind returns (14 days)

You can cancel your order for any reason within 14 days of receiving it. To cancel, email support@bubzo.co.uk within 14 days of delivery and include your order number. Once you have told us you want to cancel, you have a further 14 days to send the items back.

Items should be returned in the condition you received them, with all original packaging where possible. You may inspect items as you would in a shop, but we may reduce your refund if items have been handled more than necessary and this reduces their value.

2. Return shipping

Unless an item is faulty, incorrect, or damaged on arrival, you are responsible for the cost of returning it. We recommend using a tracked service and keeping proof of postage.

Please do not send anything back before contacting us. When you start a return, we will confirm the return address and instructions by email. Items sent back without first requesting a return will not be accepted.

3. Refunds

Once we receive the returned items, or proof that they have been sent, we will process your refund within 14 days. Your refund includes the price of the returned items and the cost of standard delivery for that order. If you chose a faster delivery option, we refund up to the cost of our standard delivery service. Refunds are made to the original payment method where possible.

4. Faulty, damaged, or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged, incorrect, or not as described, contact us as soon as possible at support@bubzo.co.uk with your order number and clear photos where relevant.

If an item is faulty, not as described, or not fit for purpose, you may be entitled to a replacement, price reduction, or refund under applicable consumer law. If the fault is reported within 30 days of delivery, you are usually entitled to a full refund. Where a return is approved for a faulty, damaged, or incorrect item, we will cover the reasonable return cost or provide a suitable return method.

5. Mystery Packs

Mystery Packs are sold as surprise assortments. Duplicates may happen, and the variant mix and rarity outcomes are part of the product format. They are not treated as faults or picking errors. This does not affect your rights if an item is genuinely faulty, damaged, incorrect, or not as described.

6. Exchanges

The fastest way to swap an item is to return it and, once the return is accepted, place a new order for what you want.

7. Non-returnable items

Unless faulty or where the law requires otherwise, we cannot accept change of mind returns for personalised or custom-made items, or for items that have been used, damaged, or altered after delivery.

8. Late or missing refunds

If we have confirmed your refund but it has not arrived, please check with your bank or payment provider first, as processing can take a few days. If you still need help, email support@bubzo.co.uk and we will sort it out.

9. Contact

For any return or refund question: support@bubzo.co.uk.