Online Returns Policy

Last updated: June 2025

1. Items Eligible for Return

Our online returns policy applies to all products except:
- Made-to-order or personalised items
- Jewellery
- Face masks
- Gift cards

We accept returns only if items are unworn and in their original, resalable condition, which means:
- Clean, intact, and undamaged
- With hangers, all original tags/labels still attached by their original means
- In the original packaging in which they were sent
- Free from deodorant marks, makeup, perfume, or other odours

Items that do not meet these conditions will not be accepted for return and will be sent back to you.

2. Your Right to Cancel

Under UK law, your right to cancel an online order starts the day you place your order and ends 14 days after you receive your goods.

If your order contains multiple items delivered separately, the 14-day period runs from the date you receive the final item.

If you wish to cancel, you must return the goods to us within 14 days of notifying us of your cancellation. Items received after this time may be refused and returned to you.

3. Returning Your Order

- You are responsible for the safe return of products to us, including the cost of doing so.
- We strongly recommend using a tracked and insured delivery service to protect against loss or damage.
- All returned goods must meet the eligibility criteria above.

Returns should be sent to:
Bodenhams (Ludlow) Limited
1–2 Broad Street
Ludlow
Shropshire
SY8 1NG
United Kingdom

4. Damages and Issues

Please inspect your order immediately upon delivery.
Contact us straight away at info@bodenhams.co.uk if:
- Your item is defective
- Your item is damaged
- You received the wrong item

We will assess the issue and arrange a suitable solution.

5. Exchanges

The fastest way to exchange an item is to return it for a refund and place a new order for the replacement.

6. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:
- Refunds are issued to your original payment method
- Please allow time for your bank or card provider to process the refund

7. Refunds by Region

United Kingdom & EU Countries
- If you return the goods within the timescales above and they meet our conditions, we will issue a full refund for the price you paid.
- If you return the entire order, we will also refund the standard delivery cost (express delivery upgrades are non-refundable).
- Refunds will be processed within 14 days of receiving your return.

Non-EU Countries
- If you return goods within the timescales above and they meet our conditions, we will refund the price paid for the items only.
- Delivery costs are non-refundable.
- Refunds will be processed within 14 days of receiving your return.

We will email you once your refund has been processed.

8. In-Store Purchases

This policy applies only to online purchases (mail order).
Items purchased in-store, or tried on in-store before purchase, are covered by our separate in-store returns policy.

9. Statutory Rights

Nothing in this returns policy affects your statutory rights under UK law.