Refund policy

Return and Refund Policy

We hope you are pleased with your Bojuna order. As many of our products are handmade in small batches or prepared to order, please read the following policy carefully before requesting a cancellation, return or refund.

This policy does not affect your statutory consumer rights.

Cancelling an order before dispatch

You may request to cancel or amend your order within one hour of placing it by emailing info@bojuna.co.uk with your order number.

After this one-hour period, we may already have started preparing, making or packing your products. We will always try to help, but we cannot guarantee that an order can be changed or cancelled once preparation has begun.

Orders that have already been dispatched cannot be cancelled before delivery. However, eligible items may still be returned under the cancellation and returns terms below.

Your right to cancel an online order

For most eligible products purchased online, you have the right to notify us that you wish to cancel your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, email info@bojuna.co.uk within 14 days of delivery and include:

Your full name
Your order number
The item or items you wish to return
Your reason for contacting us, where applicable

Once you have notified us, the eligible goods must be returned within a further 14 days.

Please contact us before sending anything back. We will confirm whether the item is eligible for return and provide the correct return address and instructions. Returns sent without contacting us first may delay processing.

Items that cannot be returned

For health protection, hygiene and product-safety reasons, we cannot accept returns of cosmetic, body-care, grooming, fragrance or personal-care products that have been opened, unsealed, used, tested or otherwise handled beyond what is reasonably necessary to inspect them.

We are also unable to accept change-of-mind returns for:

Bespoke, personalised or specially customised products
Products made to an individual specification
Items returned without their original packaging, where this affects their resale or safe use
Products damaged after delivery through misuse, improper storage or failure to follow the supplied instructions
Gift cards
Any other products legally exempt from cancellation rights

Being handmade or prepared to order does not automatically make a standard product non-returnable. An exclusion will only apply where the product has been personalised, made to an individual specification or falls within another legal exemption.

These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or not as described.

Condition of returned items

Eligible returned products must be:

Unused and unopened
Unsealed only where opening does not make the product unsuitable for return for hygiene or health-protection reasons
In their original condition
In their original packaging
Packaged securely for the return journey

You may inspect an eligible item as you would reasonably inspect it in a physical shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and condition.

Return postage

For change-of-mind returns, you are responsible for arranging and paying the return postage unless we agree otherwise.

We strongly recommend using a tracked postal service and retaining proof of postage. You remain responsible for the returned parcel until it reaches us.

If the item is faulty, damaged, incorrect or not as described, we will arrange an appropriate return method or reimburse reasonable return postage where applicable.

Original express, premium or enhanced delivery charges are not normally refundable beyond the cost of our least expensive standard delivery option.

Faulty, damaged or incorrect products

Please inspect your order after delivery.

If an item arrives faulty, damaged, incorrect or incomplete, email info@bojuna.co.uk as soon as possible and provide:

Your full name
Your order number
A description of the problem
Clear photographs or a short video showing the issue
Photographs of the outer packaging where relevant

Please stop using the product and keep the item, its packaging and any delivery packaging until we have reviewed the issue.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, partial refund or full refund.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

Handmade product variations

Bojuna products are handmade in small batches. Slight variations in colour, texture, finish, fragrance appearance, fill level or presentation may occur between batches.

These natural variations do not normally indicate that a product is faulty and will not affect its intended quality or use.

Monthly Discovery Boxes

Monthly Discovery Boxes contain a curated selection of products and are supplied as a complete box.

Eligible unopened boxes may be returned in accordance with this policy. Individual unwanted products cannot normally be returned separately from a Discovery Box simply because a particular product or fragrance is not preferred.

Any faulty, damaged, missing or incorrect item within a Discovery Box should be reported to info@bojuna.co.uk, and we will arrange an appropriate resolution.

Cancelling a subscription stops future renewals but does not automatically cancel or refund a box for which payment has already been processed and preparation has begun.

Refunds

We will notify you once your return has been received and inspected.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned goods or receiving acceptable evidence that they have been sent back, where applicable.

Your bank or payment provider may require additional time to credit the funds to your account after the refund has been processed.

For eligible cancellations, we will refund the item price and the cost of our least expensive standard delivery option. Additional amounts paid for express, premium or enhanced delivery are not normally refundable.

Exchanges

We do not guarantee direct exchanges.

Where appropriate, we may offer a replacement for an incorrect, damaged or faulty product. For a change of mind, you may need to return the eligible item for a refund and place a new order separately.

Refused and uncollected parcels

If a parcel is refused, not collected or returned to us because an incorrect or incomplete delivery address was supplied, we will contact you after it has been returned.

Any refund may be reduced by the original delivery charge and any reasonable return or redelivery costs, except where the failed delivery was caused by us or the delivery provider.