Refund policy

Thank you for shopping with Bukulu. Most Bukulu products are produced after an order is placed. Please read this Return and Refund Policy carefully before purchasing.

No Voluntary Change-of-Mind Returns

Except where applicable consumer law gives you a legal right to cancel or return an order, Bukulu does not offer voluntary returns, refunds or exchanges because you have changed your mind, ordered the wrong size, selected the wrong colour or style, or no longer want the item.

Please review the product description, photographs, colour options and size guide carefully before placing your order. Where measurements are supplied, compare them with a similar item you already own.

Damaged, Faulty, Misprinted or Incorrect Items

If your item arrives with production damage, garment damage, a clear printing or embroidery fault, or if you receive the wrong item, please contact us as soon as possible at bukulu@bukulu.com.

Please include:

Your order number
The email address used when ordering
A clear description of the problem
Clear photographs showing the entire item and the damaged or faulty area
A photograph of the packaging where it was damaged during delivery

We recommend contacting us within 14 days of delivery so that the issue can be reviewed quickly. This requested reporting period does not reduce any statutory rights that apply to you.

If the problem is confirmed, Bukulu may provide a replacement, refund or another appropriate remedy, depending on the circumstances and the rights available under applicable consumer law.

Please do not return an item without contacting us first. We will provide return instructions where a return is required. Bukulu will cover reasonable return costs where the item is confirmed to be faulty, damaged, incorrect or not as described and the law requires us to do so.

Damage Caused After Delivery

We cannot offer a refund or replacement where an item has been damaged after delivery through misuse, incorrect washing or care, accidental damage, alteration, normal wear and tear, or failure to follow the product care instructions.

Incorrect Size, Colour, Style or Design Ordered

Bukulu does not provide voluntary refunds or exchanges when the customer orders the wrong size, colour, style, product or design. This does not affect any cancellation or return right that applicable consumer law gives you.

Personalised or Customised Products

Products made to your individual specifications, including products personalised with a name, photograph, message or other customer-requested alteration, cannot normally be cancelled, returned or refunded because you changed your mind, where the law permits this exception.

Personalised or customised products remain eligible for an appropriate remedy if they arrive faulty, damaged, incorrect or not as described.

UK Online Cancellation Rights

Where UK consumer law applies, customers purchasing standard, non-personalised products online may cancel their order without giving a reason.

You must notify Bukulu within 14 days after receiving your order. After notifying us, you must return the item within a further 14 days.

You are responsible for the cost of return postage for a change-of-mind cancellation. We recommend using a tracked delivery service.

You may inspect or try on the product as you would in a shop. We may make a lawful deduction from the refund if handling beyond what is reasonably necessary has reduced the product’s value.

Where required by law, we will refund the product price and the cost of the least expensive standard delivery option offered for the order. Additional express or upgraded delivery charges are not refundable beyond the standard delivery amount.

This cancellation right does not normally apply to products made to your individual specifications or clearly personalised for you. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Refund Processing

Approved refunds are issued to the original payment method. Processing times after a refund is issued can vary depending on your bank, card provider or payment service.

Where a statutory cancellation right applies, the refund will be processed within the period required by applicable law. We may wait until the returned item is received or until you provide evidence that it has been sent back, where the law permits us to do so.

Order Changes and Cancellations Before Dispatch

Please contact us immediately if you need to change or cancel an order. Production can begin shortly after an order is submitted, so we cannot guarantee that an order can be changed or cancelled once production has started.

This does not remove any cancellation right provided by applicable consumer law.

Wrong or Incomplete Delivery Address

Customers are responsible for entering a complete and accurate delivery address. Bukulu is not responsible for delays, failed deliveries or returned parcels caused by an incorrect, incomplete or undeliverable address supplied by the customer.

If an order is returned because the address was incorrect, incomplete, refused or unclaimed, the customer may be required to pay the cost of reshipping it.