We are happy to exchange or refund any item of your order if you are not entirely satisfied. Please return the item for an exchange or refund following the instructions below: -
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Prior to authorising the return, you must send an email to returns@bunnyhug.co.uk to obtain your ‘R.A.N.’ (Return Authorisation Number). Please be aware that we CANNOT process your return/ exchange without this code. This email must be received by us within 7 days of receiving of your order.
Please state your order number on this email and the subject as: ‘Returns Request’. Please also state a brief reason for your return. You may provide more details on your returns form - please see below.
We will, in turn, reply with your ‘R.A.N.’ within 24 working hours. Please display this code clearly on the outside of the box, and using the paperwork provided.
International Customers – please ensure you mark the return package clearly as a returned item to prevent additional taxes being charged.
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We will check all products prior to dispatch and we would suggest you do the same as soon as you receive them and definitely before you remove the ‘Returns’Tag.
Please return your purchase to us UNWORN and in the original condition* in which you received it. ALL tags must be in tact and the ‘Returns Tag’ must be attached. Any item received by Bunny Hug without the returns tag attached will not be processed for a refund or exchange. You do not need to return the Bunny Hug Gift Box.
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Please enclose our standard returns form (included with your order) listing the item(s) you are returning, the reason for the return and whether you would prefer an exchange or refund. Please also include a copy of your receipt/ packaging slip.
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Please use the pre-prepared address label attached to the bottom of the returns form on your package.
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We would strongly recommend that all exchanges and returns are sent to us via a registered service as we will not refund or exchange items which are lost in transit. Goods are returned to Bunny Hug at your own expense however we will send an exchange to you by our standard delivery method at no extra charge.
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You will receive your refund, credit or exchange (when in stock) and within 3 working days of us receiving the goods. We endeavour to process all returns and exchanges as quickly as possible.
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Please note that we are unable to refund an item that does not have an R.A.N., the original Returns Tag, Returns Form and Packaging Slip and ALL refunds will only be given to the original payer.
Some items are non-returnable for hygiene reasons – these items are clearly marked throughout the site.
* Original Condition - items must always be returned to us in original condition. We are unable to accept a return where there is evidence that the above or following instructions have not been followed: -
Clothing: - When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a mark or scent.
Jewellery: - Store the item in a non-abrasive box or pouch to avoid scratches, always handle with care and do not apply any unnecessary pressure. Avoid contact with perfume, hairsprays, deodorant or water.
Footwear: - Footwear will only be accepted back if returned in its original, undamaged and unmarked box. There must be no signs of wear particularly on the soles.
Terms and Conditions on Returns
Returning any item from this site within 14 days will be taken as notice of cancellation of your order (or relevant part of your order). Items are provided to you on approval and legal title to the goods will not pass to you until the 14 day post-delivery period has expired. On receipt of the returned item(s) Bunny Hug will give you a full refund of the amount you paid for the item(s) - excluding postage costs - only after we have performed standard quality checks and confirmed that the ‘Returns Tag’ has NOT been removed. You must, however, return the goods to Bunny Hug in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.
This returns policy does not effect your statutory rights.
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