Refund policy
Returns & Cancellations
Black Country Boxes stands behind the quality of everything we sell and we hope you are happy with your order.
For standard, non-bespoke items bought online, you have the right to cancel your order within 14 days from the day after delivery. To exercise this right, you must notify us within that 14-day period that you wish to cancel. Once you have told us, you then have 14 days to return the goods to us.
Unless the item is faulty, damaged, incorrect, or not as described, return postage is the responsibility of the buyer.
We do not normally provide return labels, although we may do so where we have sent an incorrect item or where an item is faulty.
To qualify for a refund on a cancelled order, items should be returned with proof of purchase and, where possible, in their original packaging. You may inspect the goods as you would in a shop, but we may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics, and function.
Once we receive the returned goods, we will inspect them and process any refund due. Refunds for valid cancellations will include the purchase price of the goods and our standard outbound delivery charge. If you selected a premium delivery service, the additional cost above our standard delivery service will not be refunded.
Please allow up to 3 working days after receipt for us to inspect the returned item. This inspection period does not affect your statutory rights.
Faulty, Damaged, Incorrect or Missing Items
If your item is faulty, damaged, incorrect, or missing, please contact us as soon as possible with your order details and, where relevant, photographs of the issue. Your statutory rights are not affected.
Exceptions
The cancellation right above does not apply to:
- goods made to the customer’s specification;
- clearly personalised goods; or
- any other goods excluded from cancellation rights by law.
If you are unsure whether your item is bespoke or personalised, please contact us before ordering.