Refund policy

Return & Refund Policy

At Bojangles & Tails, we want you to be completely happy with your purchase. If something isn't quite right, we're here to help.

Cancelling or Returning an Online Order

If you change your mind about an eligible item purchased online, you have the right to cancel your order within 14 days of receiving it.

Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.

To request a return, please contact us before sending your item back. We will provide you with the appropriate return instructions.

Items should be returned in their original condition, with any original packaging, labels and accessories where applicable.

You may inspect or try an item in the same way that you reasonably would in a shop. However, we may make an appropriate deduction from your refund if the value of the item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and suitability.

Return Postage

Unless an item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning the item to us.

We recommend using a tracked or recorded delivery service when returning goods, as the parcel remains your responsibility until it reaches us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange the appropriate return or resolution.

Refunds

Once your return has been received and inspected, we will let you know that it has arrived and confirm whether your refund has been approved.

Eligible refunds will be processed using the original payment method.

Refunds will be made within 14 days of receiving the returned goods, or earlier where required.

Where you exercise your statutory right to cancel an online purchase, we will also refund the cost of our standard delivery service where applicable.

If you chose a more expensive delivery method, such as express or premium delivery, we are only required to refund the cost equivalent to our standard delivery option.

Your bank or payment provider may take additional time to process the refund after it has been issued by us.

Exchanges

If you have ordered the wrong size or would prefer another eligible product, please contact us.

Where possible, we will be happy to help with an exchange. Availability cannot be guaranteed.

For straightforward exchanges, customers are responsible for the cost of returning the original item unless the product is faulty, damaged, incorrect or not as described.

Sale Items

Products purchased in a sale or promotion have the same statutory consumer rights as full-price products.

Eligible sale items may therefore be returned in accordance with this policy.

Personalised and Custom-Made Products

Certain products that have been made to your individual specifications or clearly personalised specifically for you may not qualify for the normal change-of-mind cancellation right.

Where this applies, it will be made clear before you purchase the product.

This does not affect your legal rights if a personalised or custom made product is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is:

faulty
damaged
incorrect
not as described

Please include your order number and, where helpful, photographs showing the problem.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.

Nothing within this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.

Items That Cannot Normally Be Returned

Certain items may be exempt from change-of-mind returns where permitted by law. These may include:

products made specifically to your individual specifications
clearly personalised products
sealed products that cannot be returned for health or hygiene reasons once the seal has been broken

Any applicable restriction will be made clear to you before purchase.

This does not affect your statutory rights where an item is faulty or not as described.