Return Policy
Returns & Refunds Policy
Last updated: [01.01.2026]
This Returns Policy applies to all purchases made via BumpHeaven, operated by BDM-Commerce Ltd.
1. Right to Cancel (Cooling-Off Period)
In accordance with the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving the goods, without providing a reason.
To exercise your right to cancel, you must notify us clearly via email or our contact form within the 14-day period.
2. Return Conditions
Returned items must meet all of the following conditions:
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Items must be unused, unworn and unwashed
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Items must be returned in original condition
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All original packaging, labels and hygiene seals (if applicable) must be intact
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The return must be authorised by us in advance
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
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Items that show signs of wear, washing or use
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Items returned without prior authorisation
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Items damaged due to improper handling or care
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Items returned outside the cancellation period
This does not affect your statutory rights in relation to faulty or defective goods.
4. Return Process (Authorisation Required)
⚠️ Returns must not be sent without prior approval.
To request a return:
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Contact us via the contact form or by email
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Include your order number and reason for return
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Wait for written return instructions
Any parcels sent without authorisation or to an incorrect address cannot be accepted.
5. Return Shipping Costs
Customers are responsible for the cost of return shipping, unless the item is faulty or incorrect.
We strongly recommend using a tracked and insured service, as we cannot be held responsible for lost return shipments.
6. Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods.
We reserve the right to reduce the refund amount if the item shows signs of handling beyond what is necessary to establish its nature, characteristics and functionality.
7. Faulty or Incorrect Items
If you receive a faulty, damaged or incorrect item, please contact us as soon as reasonably possible and provide clear photographic evidence.
Where appropriate, we may offer:
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a replacement
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a partial refund
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a full refund
The chosen remedy will depend on the individual circumstances.
8. Items Marked as Delivered
If your order is marked as delivered by the courier but you have not received it, please refer to our Shipping Policy.
Orders confirmed as delivered by the courier are not eligible for refund or replacement, unless proven otherwise.
9. Exchanges
We do not offer direct exchanges.
If you wish to order a different size or colour, please place a new order once your return has been authorised and processed.
10. Abuse of Returns Policy
We reserve the right to refuse returns or refunds in cases of:
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repeated or excessive return behaviour
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suspected misuse of our policies
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fraudulent claims