Refund policy

Returns & Refund Policy

All of our products are handmade to order, often based on custom requests or limited designs. As such, we do not accept returns unless there is a problem with your order.

No Returns or Exchanges on Handmade Products

By placing an order, you acknowledge and agree that all items are custom-made and may not be eligible for return or resale. This means that you waive your right to return an item simply because you’ve changed your mind. Please ensure all details are correct before placing your order.

Damages or Issues with Your Order

We take great care to ensure each item arrives in perfect condition. However, if your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at hello@boundbybilly.co.uk with a description and photo evidence of the issue. We will do our best to resolve the problem, either through a replacement or partial refund, depending on the situation.

Non-Returnable Items

Due to the nature of our products, the following items are not eligible for return or refund:

  • Custom-made or personalised items

  • Limited edition or one-off handmade products

  • Gift cards

  • Sale items

European Union 14-Day Cooling Off Period

If your order is being delivered within the European Union, you may have the right under EU consumer protection law to cancel your order within 14 days of receipt. However, this does not apply to custom or made-to-order items. All products sold on our site fall under the exception for custom goods and are therefore not eligible for return under the 14-day cooling off period.

Refunds (if applicable)

If a return is approved due to damage or error, we’ll notify you via email and process the refund to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to reflect the refund in your account.

If more than 15 business days have passed since we confirmed your refund and you haven’t received it, please contact us at hello@boundbybilly.co.uk.