Refund policy

This policy explains how to cancel an order, return an item and get a refund. It sits alongside your legal rights as a UK consumer, which it never reduces.

Changing your mind: 30 days

You have 30 days from the day you receive your order to tell us you want to return it. That is longer than the 14-day cancellation right the Consumer Contracts Regulations 2013 give you, and it applies to sale items too.

To return something, email sales@britbunch.co.uk with your order number and tell us which items are coming back. You do not need to give a reason. You can use the cancellation form at the end of this policy if you prefer. We will reply with a returns label and instructions.

Please send the items back within 14 days of telling us. Keep your proof of posting.

If you cancel before your order is dispatched there is nothing to send back: we refund everything you have paid, including delivery, within 14 days of your email. If the parcel is already on its way, you can refuse the delivery or return it with the label we send you, and the refund timing below applies.

Return postage

Returns from within the UK are free: we email you a prepaid returns label. If your order was delivered outside the UK, you pay the cost of returning it to us, unless the item is faulty, damaged or not as described. Please pack the item so it cannot move in the box, ideally in its original packaging.

Condition of returned items

You may unpack and look at an item as you would in a shop. If it comes back damaged, marked or used beyond that, we may reduce your refund by the amount its value has fallen. Paper mâché is not waterproof, so a bowl that has been in contact with water cannot be resold and we cannot refund it in full.

Slight variation in shape, texture and colour is part of our hand-made paper mâché bowls and is not a fault.

Your refund

We refund to the payment method you used, within 14 days of the item reaching us or of you sending us proof of posting, whichever is sooner. In practice most refunds are made within a few days of the item arriving.

If you cancel a whole order, we also refund the standard delivery charge you paid. If you return part of an order, the delivery charge is not refunded.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015 everything we sell must be as described, of satisfactory quality and fit for purpose. If an item arrives damaged, is faulty or is not what you ordered, email us within 30 days of delivery for a full refund, or ask us for a replacement. After 30 days you can ask us to repair or replace the item. If we cannot, or the repair or replacement does not fix the problem, you can return it for a refund or keep it and ask for a price reduction. Within six months of delivery any such refund is in full; after that we may deduct a fair amount for the use you have had. Return postage for faulty, damaged or wrong items is always free.

A photograph of the problem, sent with your email, lets us sort it out without waiting for the item to come back.

Items that cannot be returned for a change of mind

Personalised items made to your specification cannot be returned unless they are faulty. Nothing we sell today is personalised, so this does not currently affect any order.

Exchanges

We do not run a separate exchange service. Return the item for a refund and place a new order for the piece you want.

Returns address

Returns go to our storage unit, not to our registered office:

Britbunch Limited (Aala India)
Phoenix Self Store
Denton Wharf
Mark Lane
Gravesend
Kent DA12 2PL
United Kingdom

The returns label we email you is already addressed there. Please do not send anything back before telling us, so we know to expect it.

Cancellation form

You can copy this into an email if you want to cancel under the Consumer Contracts Regulations 2013. It is optional.

To: Britbunch Limited, trading as Aala India, 56 Brook Road, Northfleet, Gravesend DA11 8RG, sales@britbunch.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

Questions

Email sales@britbunch.co.uk or message us on WhatsApp on +44 7438 535901. If you are not happy with how we handle a complaint, you can also use your local Citizens Advice consumer service.