Refund Policy

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Who we are and how to contact us.

www.bobabox.co.uk is a site operated by Boba Box Limited ("We"). We are registered in England and Wales under company number 07212310 and have our registered office at Hilden Park House 79 Tonbridge Road, Hildenborough, Tonbridge, England, TN11 9BH. Our head office address is 9-11 Broadwick Street (Suite 202), London, W1F 0DB. Our VAT number is 126495402.

If there is a problem with the product:

How to tell us about problems. If you have any questions or complaints about the product, please contact us. 

Your rights to end the contract:

You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer: ! If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11 if you are a consumer and clause 12 if you are a business. ! If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2. ! If you are a consumer and have just changed your mind about the product see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods. o Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products that have been provided and you may also be entitled to compensation. The reasons are: ! we have told you about a significant upcoming change to the products or these terms which you do not agree to (see clause 5.2) ; ! we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed; ! there is a risk that supply of the products may be significantly delayed because of events outside our control; ! we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 6 months; or ! you have a legal right to end the contract because of something we have done wrong. o Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most non-perishable products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. o When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of: ! services, once these have been completed, even if the cancellation period is still running; ! perishable goods (being goods which are liable to deteriorate or expire rapidly). Most of the products we sell are perishable goods and as such you will not have the right to cancel; ! products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; ! goods that are made to your specification or are clearly personalised; and ! any products which become mixed inseparably with other items after their delivery. o How long do consumers have to change their minds? If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered. ! Have you bought services? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. ! Have you bought goods? If so you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

How to end the contract with us (including if you are a consumer who has changed their mind):

Tell us you want to end the contract. To end the contract with us let us know by doing one of the following; ! Phone or email. Call customer services on 02038565880 or email us at office@bobabox.co.uk. Please provide your order number, name, address and phone number and e-mail address. ! Online. complete the returns form on our website. ! By Post. Please post any correspondence to the Head Office address, including details of what you have bought, when you ordered or received it and your name and address and order number. o Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at: Boba Box, C/o Walker Logistics, Membury Logistics Centre, Ramsbury Road, Lambourn Woodlands, Berkshire, RG17 7TJ . or (if they are not suitable for posting), allow us to collect them from you. Please call customer services on 0203 856 5880 or email us at office@bobabox.co.uk for a return label or to arrange collection. If you are a consumer exercising your right to change your mind, you must send off the goods within 14 days of telling us you wish to end the contract. o When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed, if you are ending the contract because we have told you an upcoming change or error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. Otherwise you must pay the costs of return. o What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Within Mainland UK, the costs of collection are £10 plus VAT per box (up to maximum weight of 30kg) plus £15 plus VAT administration fee. Outside Mainland UK, the box collection prices will be quoted on spot rates and advised to you beforehand to accept. o How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. o When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind: We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop including opening sealed products or using them in anyway that they cannot be resold. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund you what you would have paid for the cheaper delivery option. o When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then: ! If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 8.2. ! In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.