Política de reembolso

Baobvia: Our Returns Policy forms part of, and must be read in conjunction with, our Terms & Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 22/06/2023.

Our Returns Policy
Upon receiving your item, it's important to promptly inspect it, preferably right after delivery and definitely before any usage. Verify that you've received the correct order and that the parcel is undamaged and hasn't been interfered with. Prior to initiating any returns, kindly reach out to us for assistance.

Your Right to Change Your Mind
At Baobvia, we believe in keeping things straightforward. You've got a 30-day window to cancel or return your order, starting from the day after you've received the item. To qualify for a refund or exchange, the products must be unused, unopened, and in the same condition as when you received them. Unfortunately, opened food or food-related items don't meet the criteria for refund or exchange due to hygiene and health reasons. Please adhere to the steps outlined below. It's essential to handle the received item with reasonable care during inspection. If you've had a change of heart and reject the delivery, any refund issued will exclude delivery and return costs. We recommend accepting the delivery and returning it via 2nd class post with proof of postage for a more cost-effective option.

Wrong Item Received
Here at Baobvia, we make every effort to ensure your orders are accurate. However, if we happen to send you the wrong items by mistake, we'll gladly correct it right away. Simply return the item in its original condition within 14 days of receipt to receive a refund or replacement. On the other hand, if you mistakenly ordered the wrong items, we regret that we can't cover the return delivery costs. Please double-check your order items at the Cart, during checkout, and on the confirmation email to avoid any errors. Unfortunately, we're unable to issue refunds for incorrect orders made by customers, but you can still return the item in its original condition within 14 days for a replacement.

Damaged or Faulty Items
Firstly, we would like to apologize for this unlikely and rare event. Disappointing our customers is something we take very seriously at Baobvia. If you suspect that the item you've received is faulty, please reach out to us. Our priority is to address this promptly so you can continue enjoying your experience with Baobvia products. Please provide us with details of the fault as soon as you notice it, and we'll guide you on the next steps. When returning the item, include a note in the parcel with your name, address, order number, and a brief explanation of the issue. Ensure the items are securely packed and send them to:

Baobvia Group Limited,
Fulfilmentcrowd,
Unit A,
82 James Carter Road,
Mildenhall Suffolk,u
United Kingdom IP28 7DE

We recommend that customers take every precaution to ship their parcels through a reliable courier service that provides insurance for the value of the goods. Upon receiving the items, we'll carefully inspect them and then notify you via email regarding approval or rejection. If, by chance, the item is found to be faulty, we offer several options: (i) exchange, (ii) replacement, (iii) refund, or (iv) vouchers. Our Returns Policy for faulty items fully respects your statutory rights.

Item Not Received
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.

Your Statutory Rights
Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.gov.uk

What to Do to Return Your Item to Us
Contact us via email on info@baobvia.com, include your order number, the details of the item you are returning, and the reason for return. We will then confirm the return address.

Please package the item securely and include your order number, name, and address.

Please obtain a free proof of postage from the Post Office. We may not be able to process your refund or replacement if your item is lost in transit unless you have proof of postage.

If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please, therefore, ensure that you send your item back to us using a secure and reputable courier company that insures you for the value of the goods.

What We'll Do Next
All products returned to us are checked by our Returns Department. If you are entitled to a refund, then we will refund the price of your item (excluding the cost of delivery). Returns are usually processed within 7 working days of receipt of a canceled order and at the latest within 30 days of receipt.

We will refund the original credit/debit card used to purchase the item.

Return of Replacement Goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

Cost of Returning Items
Please note that we can only refund the postage costs for returning an item where:

- We sent you the wrong item, or
- The item is damaged or faulty, or
- Where you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints
If you are not satisfied with the way in which we have handled the return, replacement, or repair of any item, please contact our customer service representatives at:

info@baobvia.com