Baiiiz Return and Refund Policy

Effective Date: 18 April 2025

At Baiiiz, your satisfaction and legal rights are our priority. This Return and Refund Policy sets out how returns, cancellations, and refunds are handled for purchases made through the Baiiiz platform, in full compliance with UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Statutory Rights

You have the right to return goods and receive a refund or replacement if they are faulty, not as described, or unfit for purpose. These rights apply regardless of our own returns policy and cannot be excluded or restricted by us or any seller on Baiiiz.

2. Change of Mind & Online Orders

  • You have 14 days from the day you receive your goods to notify us or the seller if you wish to cancel your order for any reason (“cooling-off period”).

  • Once you have notified us or the seller, you have a further 14 days to return the goods.

  • You do not need to provide a reason for cancellation during this period.

  • Some products are excluded from this right, including:

    • Perishable goods (e.g., food, flowers)

    • Personalised or custom-made items

    • Sealed goods (e.g., software, DVDs, cosmetics) that have been unsealed after delivery

3. Faulty, Damaged, or Misdescribed Goods

  • If your item is faulty, damaged, or not as described, you are entitled to a full refund if you return it within 30 days of receipt.

  • After 30 days, you may still be entitled to a repair, replacement, or partial refund if the item develops a fault within six months of delivery.

  • If a fault develops after six months, you may still have rights up to six years after purchase (five years in Scotland), but you may need to prove the fault was present at delivery.

4. Return Conditions

  • Items must be returned in the same condition you received them, with all original packaging, labels, and accessories, unless the item is faulty or not as described.

  • You must provide proof of purchase (order confirmation, receipt, or bank statement).

  • Returns must be initiated through your Baiiiz account or by contacting the seller via the platform.

5. Return Shipping Costs

  • If you are returning an item because it is faulty, damaged, or not as described, the seller will cover the return shipping costs.

  • If you are returning an item because you changed your mind, you are responsible for return shipping costs unless the seller agrees to cover them.

  • If the seller has agreed to cover return shipping, you will be refunded the cost according to the seller’s instructions.

6. Refunds

  • Refunds will be processed to your original payment method within 14 days of the seller receiving the returned item or receiving evidence that you have sent it back, whichever is sooner.

  • If your return is due to a fault, damage, or misdescription, you will receive a full refund, including any standard delivery charges you paid for the original order.

  • If you return part of an order, only the cost of the returned items (and a proportionate share of delivery charges, if applicable) will be refunded.

7. Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

  • Perishable goods (e.g., food, flowers)

  • Personalised or custom-made items

  • Sealed goods (e.g., software, DVDs, cosmetics) that have been unsealed after delivery

  • Gift cards and downloadable digital products

8. How to Initiate a Return

  1. Log in to your Baiiiz account and locate your order.

  2. Select the item(s) you wish to return and follow the prompts to submit a return request.

  3. The seller will provide instructions and, if applicable, a return shipping label.

  4. Pack the item securely and send it back as instructed.

  5. Retain your proof of postage until your refund has been processed.

If you have any questions or require assistance, please contact Baiiiz Customer Support at [Insert Contact Email].

9. Disputes

If you are unable to resolve a return or refund issue directly with a seller, Baiiiz will mediate in accordance with our Terms and Conditions and UK consumer law.

10. Policy Updates

We may update this policy from time to time. Any changes will be posted on this page with the effective date.

By shopping on Baiiiz, you agree to this Return and Refund Policy. This policy does not affect your statutory rights.

For further information about your consumer rights, visit the UK Government website or contact Citizens Advice.

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