Refund policy
Returns & Refunds
We want you to be happy with what you ordered. If you're not, you have 30 days from the day your order arrives to return it — that's longer than the law requires, and it applies whether you simply changed your mind or something went wrong.
How to start a return
Email hello@buzzbasket.store with your order number and what you'd like to return. We'll reply with a return authorisation and the correct UK return address.
Please don't send anything back before you've contacted us. We can't guarantee we'll be able to trace or refund an unannounced return, and all our returns go to a UK address — never overseas.
Who pays for return postage
- If the item is faulty, damaged, or not what you ordered — we pay. We'll cover the cost of sending it back, and you'll get a full refund including your original delivery charge. Send us a photo and we'll usually sort it out without needing the item back at all.
- If you've simply changed your mind — you pay the return postage. We recommend a tracked service, as the item remains your responsibility until it reaches us. If you'd rather we handled it, we can email you a prepaid tracked label and deduct £3.99 from your refund.
Condition of returned items
Please return items in a resaleable condition with any original packaging. You're welcome to open and inspect something the way you would in a shop — but if an item has been used beyond that and its value has been reduced, we may deduct a reasonable amount from your refund.
Items we can't accept back for change of mind
For hygiene and health-protection reasons, we can't accept the return of sealed personal care items once the seal has been broken. This applies to our massagers, cupping devices, foot care products and hair removal devices. This does not affect your rights if the item is faulty — those are always covered.
Your refund
Once we've received the item back, or you've sent us proof of postage, we'll refund you within 14 days, to your original payment method. We refund the price you paid plus the standard delivery cost of your original order. If you chose Express delivery, we refund the standard rate rather than the express upgrade.
Your legal rights
Nothing in this policy affects your statutory rights.
The 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to send the goods back. You don't need to give a reason. You can tell us you're cancelling by emailing hello@buzzbasket.store. Where you cancel for a reason other than a fault with the goods, you are responsible for the direct cost of returning them, as set out above.
Faulty goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something isn't:
- Within 30 days you can reject it and get a full refund.
- Up to 6 months we'll repair or replace it. If that isn't possible, or doesn't fix it, you can have a refund.
We pay return postage on faulty goods in every case.
Orders outside the UK
Customers in the EU and elsewhere have the same 30-day window and the same rights on faulty goods. For change-of-mind returns from outside the UK, return postage is your responsibility and we aren't able to offer a prepaid label. Any customs duties or import taxes you paid are recoverable from your own customs authority rather than from us. If an item arrives faulty, contact us before returning anything — in most cases we'll resolve it without asking you to post it back internationally.
Contact
Buzzbasket — hello@buzzbasket.store. We aim to answer every email within one working day.