Refund policy
Return & Refund Policy
Last updated: 17 August 2026
We hope you are pleased with your Bojuna order. We take care when preparing, making and packing our products, many of which are produced by hand in small batches.
This policy explains your rights and our procedures for cancellations, returns, refunds, damaged goods and incorrect orders.
Nothing in this policy affects your statutory consumer rights.
Cancelling or amending an order before dispatch
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at info@bojuna.co.uk and include your order number.
We may begin preparing, making or packing orders shortly after they are placed, so we cannot always guarantee that an amendment can be made before dispatch.
This does not affect any statutory cancellation rights that apply to eligible products.
If your order has already been dispatched, eligible items may still be cancelled and returned in accordance with the terms below.
Your right to cancel an online order
For most eligible products purchased online, you have the right to cancel your purchase without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your order.
To notify us, email:
Please include:
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Your full name
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Your order number
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The item or items you wish to return
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Any additional information that may help us identify your order
You do not need to provide a reason when exercising a statutory right to cancel.
After notifying us of your cancellation, you must send the eligible goods back within a further 14 days.
Please contact us before returning goods so that we can provide the correct return address and help identify your return when it arrives.
Products that may not be eligible for change-of-mind returns
Some products are excluded from the statutory right to cancel.
These may include:
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Products made to your individual specification
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Personalised or specially customised products
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Bespoke products created specifically for you
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Sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken after delivery
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Any other goods that are legally exempt from cancellation rights
Being handmade, made in small batches or prepared after an order is received does not, by itself, make a standard product non-returnable.
Where a standard Bojuna product has not been personalised or made to an individual specification, the normal cancellation rules will apply unless another legal exemption applies.
A product that has been used, contaminated, damaged after delivery or handled substantially more than would reasonably be necessary to inspect it may also have a reduced return value or may be unsuitable for a change-of-mind return, depending on the circumstances.
These restrictions do not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
Cosmetics, body care and personal-care products
Some Bojuna products are supplied with seals or protective packaging for hygiene, safety or product-integrity purposes.
Where an item is supplied sealed and is genuinely unsuitable for return for health-protection or hygiene reasons once unsealed, the right to cancel may no longer apply after that seal has been broken.
Please therefore check that you have received the correct item before opening or removing any hygiene or protective seal.
This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
Condition of returned goods
Where you are exercising a right to cancel, you may inspect an eligible product in the same way that you might reasonably inspect it in a physical shop.
Please take reasonable care of products while they are in your possession.
Returned goods should, where reasonably possible, be:
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Unused
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In good condition
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Securely packaged for the return journey
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Returned with any packaging, accessories or components supplied with them
Where permitted by law, we may reduce a refund to reflect any reduction in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and condition of the goods.
Return postage
For a change-of-mind cancellation, you are responsible for arranging and paying the cost of returning the goods unless we have agreed otherwise.
We recommend using a tracked postal service and retaining proof of postage.
Please package returned products carefully to prevent damage in transit.
Where a product is faulty, damaged, incorrectly supplied or not as described, we will arrange an appropriate solution and, where applicable, cover or reimburse reasonable return costs.
Refunds for cancelled orders
Once an eligible cancellation has been accepted, we will refund the amount due using the original payment method unless another method has been expressly agreed.
For eligible cancellations, this will normally include:
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The price paid for the returned goods
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The cost of our least expensive standard delivery option where the whole order is cancelled and this is required by law
If you chose a more expensive express, premium or enhanced delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.
We will process eligible refunds without undue delay and within the timescales required by law.
Where goods are being returned following cancellation, we may wait until we receive the goods back or receive satisfactory evidence that they have been sent back before issuing the refund.
Once a refund has been processed by us, your bank, card issuer or payment provider may require additional time for the funds to appear in your account.
Faulty, damaged, incorrect or incomplete orders
Please inspect your order after delivery.
If an item arrives faulty, damaged, incorrect or incomplete, please contact us as soon as reasonably possible at:
Please include:
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Your full name
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Your order number
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A description of the problem
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Photographs of the item where possible
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Photographs of the parcel or outer packaging where relevant
Photographs can help us investigate an issue quickly but do not remove or restrict any statutory rights you may have.
Please stop using a product if you believe it may be faulty or unsafe and keep the product and relevant packaging while we investigate.
Depending on the circumstances and your legal rights, an appropriate remedy may include:
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A replacement
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Repair, where appropriate
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A price reduction
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A partial refund
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A full refund
Nothing in this policy limits your rights under the Consumer Rights Act 2015.
Handmade and small-batch variations
Many Bojuna products are produced by hand and in small batches.
Minor variations may therefore occur between batches, including differences in:
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Colour
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Texture
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Finish
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Fragrance appearance
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Decorative presentation
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Natural ingredient appearance
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Fill appearance within normal manufacturing tolerances
Reasonable variations of this nature are a natural feature of handmade production and do not necessarily indicate that a product is faulty.
This does not affect your rights where a product does not conform to its description, is not of satisfactory quality or is not fit for its intended purpose.
Monthly Discovery Boxes
Bojuna Monthly Discovery Boxes contain a curated selection of products and are supplied as a complete box.
Where a statutory cancellation right applies, an eligible unopened or otherwise returnable Discovery Box may be returned in accordance with this policy.
Individual products from a Discovery Box cannot normally be returned separately simply because a particular fragrance or product is not preferred where the box was sold as a curated collection.
If an item inside your Discovery Box is damaged, faulty, missing or incorrect, please contact us and we will arrange an appropriate solution.
Cancelling a Discovery Box subscription prevents future renewals in accordance with the applicable subscription terms.
Cancelling a subscription does not remove any statutory cancellation, refund or faulty-goods rights that may apply to a box that has already been charged or supplied.
Exchanges and replacements
We do not guarantee direct change-of-mind exchanges.
Where you wish to change an eligible product, you may need to return the original item for a refund and place a new order separately.
Where an item is faulty, damaged or incorrectly supplied, we may offer a replacement where appropriate.
Refused, unclaimed and undeliverable parcels
Please ensure that the delivery information supplied when placing your order is complete and accurate.
If a parcel is returned to us because:
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It was refused
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It was not collected
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Delivery was repeatedly attempted without success
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An incorrect or incomplete address was supplied
we will contact you after the parcel has been returned to us.
Depending on the circumstances, we may offer redelivery or a refund where appropriate.
Where permitted by law, any amount refunded may be reduced by reasonable delivery, return or redelivery costs resulting from incorrect information supplied by the customer or a failure to collect the parcel.
This does not apply where the failed delivery was caused by Bojuna or the delivery provider.
Returning an item
Please do not send a return without sufficient information for us to identify it.
Before returning an item, contact:
Please include your order number and the item you wish to return.
We will provide the appropriate return instructions and return address.
Contact us
For cancellations, returns, refunds, damaged products or any other problem with an order, please contact:
Bojuna
Martin Miles trading as Bojuna
Email: info@bojuna.co.uk
Telephone: 07936 488848
10 Holmlea Road
Datchet
SL3 9HQ
United Kingdom
Please include your order number in correspondence wherever possible so that we can assist you quickly.