Refund policy
Commitment to Customer Satisfaction
At Bornee, customer satisfaction is important to us. If you receive a product with a manufacturing defect or wish to cancel your purchase, you may request a return or exchange in accordance with UK consumer protection laws and the terms outlined below.
This policy applies to products as described in our Product Policy, including their nature and characteristics.
1. Right of Withdrawal (Cooling-Off Period)
In accordance with UK consumer law, you have the right to cancel your purchase within 14 calendar days from the date you receive the product, without providing any reason.
To exercise this right, you must notify us clearly within this period.
2. Manufacturing Defects
If your product has a manufacturing defect, you are entitled to a remedy under UK consumer law.
Claims for manufacturing defects may be made within 2 years from the date of delivery
The defect must be verifiable and not related to normal wear and tear, misuse, accidental damage, or improper handling
Depending on the circumstances and time of use, the remedy may include repair, replacement, partial refund, or full refund, as permitted by law
The nature of the product, including the fact that it is a design-inspired item and not an original branded product, does not constitute a defect.
3. How to Request a Return or Exchange
To initiate a return or exchange, please follow these steps:
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Contact Us
Email our customer service team at support@bornee.com, including:
Your order number
The product you wish to return or exchange
The reason for your request
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Return Instructions
Our team will provide instructions on how and where to return the product. Returns sent without prior authorisation may not be accepted.
4. Product Condition and Return Shipping
Returned products must be:
Unused
In original condition
With original packaging, accessories, and tags intact
Shipping Costs:
If the return is due to a confirmed manufacturing defect or incorrect item, Bornee will cover return shipping costs
For voluntary returns (change of mind), return shipping costs are the customer’s responsibility
If an order is returned due to an incorrect or incomplete address provided by the customer, the cost of reshipping will be borne by the customer.
5. Refunds
Once we receive and inspect the returned product, we will confirm whether the return has been approved.
Refunds will be issued within 14 calendar days from your cancellation notice
We may withhold the refund until the returned product is received or proof of return shipment is provided
Refunds will be issued using the same payment method used for the original purchase
Unless otherwise required by law, original shipping fees are non-refundable.
5.1. Alternative Resolutions
In certain cases, and at Bornee’s discretion, we may offer alternative resolutions to a return, such as a partial refund or store credit, allowing the customer to keep the product.
Any such offer is optional and subject to the customer’s explicit agreement. This option does not affect or replace the customer’s statutory right to a full refund upon returning the product in accordance with this policy.
6. Exchanges
Exchanges are subject to:
Product availability
Approval by our support team
If an exchange is approved:
Customers may exchange the item for the same model or another product of equal value, subject to stock
Additional shipping costs may apply, depending on the reason for the exchange
Bornee reserves the right to decline exchanges where the product does not meet return conditions.
7. Customs, International Shipping, and Exceptional Circumstances
Bornee ships products internationally. As such:
Delays caused by customs inspections, courier issues, or regulatory authorities are beyond our control
Products seized, delayed, or restricted by customs authorities do not automatically qualify for a refund or replacement
Any decision made by customs or government authorities is final and outside Bornee’s responsibility
We recommend reviewing our Shipping Policy before placing an order.
8. Exceptions to Returns and Refunds
Returns and refunds will not be accepted in the following cases:
Products returned outside the 14-day withdrawal period
Products showing signs of use, damage, or alteration
Products damaged due to misuse or improper handling
Customised or made-to-order products
Sealed items for health or hygiene reasons that have been unsealed after delivery.
9. Acceptance of This Policy
By placing an order on the Bornee website, you confirm that you have:
Read and understood this Returns and Exchanges Policy
Accepted the nature of the product as described in the Product Policy
Agreed to the terms outlined herein
10. Contact Information
For any questions regarding returns or exchanges, please contact us at:
📧 support@bornee.com
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