Returns and Refunds Policy

Your Statutory Rights

This policy is offered in addition to your statutory rights. Under UK law, you have the right to claim a refund, replacement, or repair where goods are faulty, misdescribed, or unfit for purpose. Please see the full details below.

Change of Mind ("Cooling-Off" Period)

If you change your mind or are not completely satisfied, you may cancel your order within 14 days from the day you receive your goods. You must inform us (hello@boxyandco.com) within this period. You then have a further 14 days to return the goods.

Return Conditions

  • Items must be in original, unused condition and returned with any packaging and tags.
  • Some products are excluded from returns, including custom-made or personalised items, perishable goods, and sealed items once opened for health and hygiene reasons, unless faulty.
  • Please contact us for a return authorisation before sending goods back.

Return Process

  • Email hello@boxyandco.com within 14 days of receipt to request a return.
  • Ship items back to the address provided within the next 14 days.
  • Please retain proof of postage.

Refunds

  • Refunds will be processed to your original payment method within 14 days of receiving the returned goods—or proof of return, whichever is sooner.
  • If you paid extra for expedited shipping, only the basic delivery cost will be refunded.

Faulty or Not As Described Goods

If an item is faulty, damaged, or not as described, please notify us as soon as possible (ideally within 30 days) for a full refund, replacement, or repair. For faulty products, you have up to six months to request a remedy, and up to six years (five years in Scotland) where fault can be proven to have existed at delivery.

Who Pays the Return Shipping?

  • For change-of-mind returns, customers cover return postage.
  • For faulty or misdescribed goods, we cover return postage costs.

Processing Time

  • Returns and refunds are processed within 14 days of receipt of returned items.
  • We will notify you when your refund has been issued.

Exceptions

Certain products cannot be returned—this includes:

  • Custom or personalised products
  • Sealed items (for hygiene reasons) that have been opened
  • Perishable goods

Contact

Questions or concerns? Email us at hello@boxyandco.com.