Returns Policy
BACOYO Limited — Hassle-free returns when you need them
Fair, Clear & Simple
At BACOYO we pride ourselves on the quality of every product we create. If something isn't right, we want to make it easy for you to get a resolution. Read on to understand exactly what your options are.
Customised products are made to your specifications and are therefore non-returnable under the Consumer Contracts Regulations 2013, except in the following cases:
- The item is faulty or defective.
- The item was damaged during delivery.
If your customised product meets these criteria, please contact us within 10 days of receiving the item to request a return, providing photographic evidence where applicable. Each case will be carefully reviewed by our team.
Non-customised items can be returned for a refund or replacement within 14 days of receipt, provided the following conditions are met:
- The item is unused and in its original condition.
- All original tags and packaging remain intact.
- You contact us before sending the item back to arrange the return.
Once we receive and inspect the returned item, we will process your refund or replacement promptly. Please contact us to begin the process.
We do not offer exchanges for customised items, or for non-customised items ordered in the wrong size. Please use our size guide before placing your order to ensure the perfect fit.
Contact Us First
Before sending anything back, get in touch through our Contact Us page. Describe the issue and include your order number. Our team will confirm whether your return is eligible and provide instructions.
Pack Securely
Repack the item carefully in its original packaging if possible. Include a note with your name, order number and reason for return.
Send via Tracked Post
All returns must be sent via a tracked postal service. Customers are responsible for the cost of return postage unless the product is faulty or damaged. Keep your proof of postage.
We Inspect & Process
Once we receive your item we will inspect it and process your refund or replacement. You will be notified by email when this is complete.
Refunds are processed once the returned item has been received and inspected by our team. Refunds will be issued using the same payment method used at the time of purchase.
- Faulty goods: Refund processed within 14 days of return receipt.
- Non-customised goods: Refund processed within 14 days of return receipt.
- Delivery costs: Only refunded if the item is faulty or damaged. We will only refund the least expensive standard delivery method.
If you receive a product that is faulty, defective, or was damaged in transit, we sincerely apologise and will resolve this promptly. Please follow these steps:
- Contact us within 10 days of receiving the item.
- Provide clear photographs of the fault or damage.
- Include your order number and a description of the issue.
Upon review, we will offer a repair, replacement, or full refund at our discretion. Return postage costs will be covered by BACOYO in these cases.
Under the Consumer Rights Act 2015, if your goods are faulty you may be entitled to an immediate refund within 30 days, or a repair/replacement thereafter.
This returns policy is in addition to your statutory rights as a consumer under English law. Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
- BACOYO reserves the right to refuse returns that do not meet our stated criteria.
- Items showing signs of wear, washing, or tampering will not be eligible for return.
- This policy applies to orders placed directly through bacoyo.com.
- For full details please refer to our Terms & Conditions.
For any questions not answered here, please visit our Contact Us page and our team will be happy to help.