Refund policy

We accept returns and exchanges within 30 days of delivery, provided the item is unused and in its original, new and unwashed condition with any tags attached.

Personalised, custom and made-to-measure items are non-refundable and cannot be returned or exchanged, as they are made specifically to your wording, measurements or preferences. This does not apply if the item is faulty or incorrect.

How to return an item

  1. Email sales@bunnystreet.com within 30 days of receiving your order, quoting your order number.
  2. We will confirm your return and send you instructions.
  3. Include a slip inside the parcel with your order number and your name and address. Without it we cannot match the parcel to your order, which will delay your refund.
  4. Send the parcel to: Bunny Street LTD, Unit 1175, Space Station Stirchley, 1581 Pershore Road, Stirchley, Birmingham B30 2JF, United Kingdom.

We recommend a tracked service. Until the parcel reaches us it remains your responsibility.

Return postage

Customers pay return postage unless the item is faulty, damaged or not what was ordered, in which case we cover it.

Refunds

Once your return arrives and has been checked, we will refund you to your original payment method within 14 calendar days, as required by UK law. In practice we aim to refund as soon as the return reaches us, usually within a few days. Your bank or card provider may take a little longer to show it.

Original shipping charges are refunded on faulty or incorrect items, and on a full order cancellation made under your statutory right to cancel. Delivery upgrades are not refunded.

Exchanges

For a different size or colour, email us and we will reserve the replacement where stock allows. Exchanges follow the same process as returns.

Faulty or incorrect items

If something arrives damaged, faulty or not what you ordered, email us within 30 days with a photo and your order number. We will arrange a replacement or a full refund, including return postage.

Your statutory rights

Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel your order, and a further 14 days to return the goods. Our 30-day window is more generous than this. Nothing in this policy affects your rights under those regulations or the Consumer Rights Act 2015.

Questions

Email sales@bunnystreet.com and we will help.