Refund Policy

Bambelou 3 Chester Court, Lomond Grove, London SE5 7HS, United Kingdom
Last updated: July 2026

Phone hours: Mon–Fri, 9am–5pm

At Bambelou, we want you and your little ones to be completely happy with your purchase. This policy explains your rights and how returns, exchanges, and refunds work.

1. Your Legal Right to Cancel (First 14 Days)

Under the UK Consumer Contracts Regulations 2013, you have a legal right to cancel your order for any reason within 14 days of receiving your item(s).

You may open and inspect the item as you reasonably would in a shop.
A full refund will be issued, including standard delivery costs, provided the item is returned in a condition that reflects reasonable handling. If the value of the item has been reduced through use beyond what's needed to inspect it, we may deduct that reduction from your refund.
To cancel, simply let us know within 14 days (see Section 6) and return the item to us within a further 14 days.

This is your statutory right and applies regardless of any conditions elsewhere in this policy.

2. Our Extended Returns Policy (Days 15–30)

Beyond your legal 14-day right, we offer an extended 30-day return window from the date of delivery, as a goodwill policy. To qualify for this extended window, items must be:

Unused and in the same condition you received them
In original packaging, with all parts, accessories, and documentation included
Accompanied by proof of purchase (order number or receipt)

The following cannot be returned under this section unless faulty: personalised or customised items, and items clearly marked non-returnable at time of purchase.

Returns received after 30 days from delivery cannot be accepted under this extended policy, without affecting any rights you have under Section 1 or Section 3.

Who pays return shipping: For change-of-mind returns under this section, the customer is responsible for return postage. We recommend a tracked service, as we can't be responsible for items lost in transit.

3. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, you are covered for 12 months from the date of delivery, in line with the UK Consumer Rights Act 2015.

Contact us with your order number and a photo of the fault or damage.
We will arrange a free return (prepaid label or courier collection — no cost to you) and provide a full refund, replacement, or repair, your choice, once the item is received and inspected.
This right applies regardless of packaging condition and is separate from Sections 1 and 2.

4. Exchanges

If you'd like a different size, colour, or product, we're happy to arrange an exchange within 30 days of delivery, subject to stock availability.

Exchanges follow the same condition requirements as Section 2 (unused, original packaging).
Customers are responsible for the cost of shipping the original item back to us. We cover the cost of shipping the replacement item to you within the UK.
If the item is faulty, see Section 3 instead — exchanges for faulty goods are free both ways.

5. How Refunds Are Processed

Once we receive and inspect your return, we'll notify you by email that it's been received.
Approved refunds are issued to your original payment method within 5–7 business days of us receiving the item. Your bank or payment provider may take a further 3–5 business days to show the refund on your statement.
Refunds include the item price. Original delivery charges are refunded only for cancellations under Section 1 or faulty items under Section 3.We do not charge any restocking fees for returns.
If a return isn't approved (e.g. signs of use or customer-caused damage outside Section 1's inspection allowance), we'll contact you to discuss options.

6. How to Start a Return

Email hello@bambelou.me or call 07873 376060 (Mon–Fri, 9am–5pm) with:

Your order number
The item(s) you wish to return
The reason for your return
A photo, if the item is damaged or faulty

We respond to all return requests within 24 hours, Monday to Friday.

Please don't send items back before contacting us — we'll confirm the return address and, where applicable, provide a prepaid label for faulty/damaged items.

7. Items That Cannot Be Returned

The following cannot be returned unless faulty or damaged:

Personalised or customised items
Items marked clearly as non-returnable at the time of purchase
Items damaged due to customer misuse or incorrect assembly

Note: this exclusion applies to our Section 2 extended returns policy, not to your Section 1 legal cancellation right — you're always entitled to open and reasonably inspect (including test-assembling, where that's how the product is meant to be checked) an item within your first 14 days without losing your right to a full refund.

8. Product Safety

We take product safety seriously. If a safety concern is identified with any product, we will act promptly and in line with UK consumer safety regulations.

9. Contact Us

Bambelou 3 Chester Court, Lomond Grove, London SE5 7HS, United Kingdom
Email: hello@bambelou.me
Phone: 07873 376060 (Mon–Fri, 9am–5pm)
Response time: within 24 hours, Monday to Friday

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.