Refund policy

This policy covers purchases made directly through BixbyMartPvtLtd.shop for UK customers. BixbyMartPvtLtd is the storefront name used in this policy. Your statutory rights apply alongside the additional return offer below.

Three different routes

  • Additional change-of-mind offer: notify us within 30 calendar days after delivery for eligible standard goods, then send the goods back within 14 calendar days after notifying us.
  • Statutory online cancellation: for eligible goods, notify cancellation within 14 calendar days after the day of delivery, then return them within a further 14 calendar days after notifying us.
  • Faulty, damaged, incorrect or misdescribed goods: your remedies depend on the law and circumstances. They are not limited to either change-of-mind window.

The additional 30-day offer

For standard goods, you may tell us that you wish to return an item within 30 calendar days after delivery. For this additional offer, goods should be unused apart from reasonable inspection, complete with the supplied components and accessories, and in a condition suitable for resale. Opening packaging to inspect an item does not by itself make it ineligible. Suitable protective replacement packaging is acceptable.

The additional offer does not provide a period of use or rental. Using a costume at an event or installing a light can go beyond reasonable inspection. That may affect eligibility under this additional offer, but does not automatically remove statutory cancellation or faulty-goods rights. We assess the applicable route rather than applying a blanket “opened items cannot be returned” rule.

Genuinely personalised or customer-specified goods are assessed individually as explained below. Reduced-price standard goods have the same statutory rights as full-price goods.

How to notify a return or cancellation

Email support@BixbyMartPvtLtd.shop, call +44 7706682136, or use the contact page. Give your name, order reference or other proof of purchase, and identify the goods. If you are cancelling, a clear statement that you wish to cancel is enough; no reason is required. You do not need our approval to exercise a statutory cancellation right.

Ask for the correct return destination and packing arrangements before sending a parcel, particularly for a large or fragile item. The registered office is not designated as a returns depot. A request for instructions must not delay or defeat a statutory right. If instructions are delayed, contact us promptly and keep your cancellation message and evidence of any return. Statutory rules governing the return destination continue to apply.

Do not send full card details, bank passwords or authentication codes. Photographs may help explain a fault but are not a universal condition of making a claim.

Returning and protecting the goods

Use packaging suited to the item's weight, dimensions and fragility. Protect glass, mirrors, projecting fittings and decorative surfaces separately where relevant. Retain proof of posting or collection until the matter is resolved. Include an order reference inside the parcel where practical.

Do not energise, dismantle or attempt to repair an electrical item that appears unsafe. Explain the issue so a safe return or collection route can be considered. We do not require unsafe handling or use of an unsuitable postal service.

Return costs

Free outward shipping does not itself include free change-of-mind return postage. For a statutory cancellation, you bear direct return costs only where that responsibility was properly disclosed before you entered the contract; otherwise we bear them. Where goods cannot normally be returned by post, applicable information about the return cost must also be supplied before purchase.

If goods are faulty, damaged on delivery, incorrect or misdescribed and a statutory remedy requires their return, we bear the reasonable return costs required by law. We also bear necessary costs of a statutory repair or replacement. A request to contact us first does not transfer those costs to you.

Your 14-day statutory cancellation right

For an eligible online goods purchase, the cancellation period ends 14 calendar days after the day you, or someone you nominate other than the carrier, receives the goods. Where one order consists of goods delivered separately, the period generally runs from receipt of the last goods; for an item delivered in multiple pieces, it runs from receipt of the last piece. You may also cancel before delivery.

After telling us you are cancelling, send the goods back without undue delay and within 14 calendar days, unless we have offered to collect them. You may inspect them as you reasonably would in a shop. Where permitted by law, a refund may be reduced for actual diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. This is not an automatic restocking charge. The statutory conditions for any deduction must be met, including the required cancellation information having been provided.

We do not impose a seven-day cancellation deadline. A failure to provide legally required cancellation information can extend your cancellation period; this policy does not remove that extension.

Personalised goods and individual exceptions

The statutory change-of-mind right does not generally apply to goods made to your specifications or clearly personalised. The exception must be assessed against the actual item and order. Examples could include a piece engraved with your chosen wording or made to genuinely individual measurements. A standard design made after an order is placed, or selection from ordinary stocked options, is not automatically treated as personalised.

We do not apply a blanket exception to all lighting, décor, costumes, handmade goods or sale items. Any relevant exception must be made clear for the particular purchase before ordering. A decorative shield is not excluded merely because it has a shield shape, and a standard costume does not lose cancellation rights simply because it can be tried on.

The additional 30-day change-of-mind offer excludes goods genuinely made to your specifications or clearly personalised unless a specific offer says otherwise. This never removes rights where those goods are faulty, unsafe, incorrect or not as described.

Faulty-goods remedies

Goods must be of satisfactory quality, fit for an agreed purpose and as described. Where the statutory short-term right to reject applies, it normally lasts 30 days beginning after delivery and the other applicable statutory conditions are met. If installation by the seller is part of the contract, the relevant completion requirement also matters. Agreeing to repair or replacement can pause that period under the statutory rules.

After that initial period, you may have a right to repair or replacement, subject to the legal limits on impossible or disproportionate remedies. This must be within a reasonable time, without significant inconvenience and at our necessary cost. If a repair or replacement fails, cannot be provided, or is not completed as required, you may be entitled to a price reduction or final rejection. Faulty-goods rights can continue after our additional 30-day offer ends.

Tell us about a problem as soon as reasonably possible. There is no seven-day reporting rule extinguishing your rights, and original packaging is not essential to a statutory remedy. Damage caused by misuse is assessed separately from a fault present when supplied. Installation or use does not by itself prove misuse.

Refund amounts and statutory deadlines

For a qualifying full statutory cancellation, we refund the goods price and any refundable standard outward delivery charge. The stated standard outward shipping charge for this website is free, so there is no paid standard charge to reimburse. Where a separately agreed upgraded delivery service was chosen, the law generally requires reimbursement only up to the least expensive standard delivery offered.

A statutory cancellation refund is due without undue delay. If we have not offered to collect the goods, it must be made no later than 14 calendar days after receiving them back or receiving evidence that you sent them back, whichever is earlier. If we have offered collection, or in another case to which that return-based deadline does not apply, the deadline is normally 14 calendar days after notification of cancellation. Inspection does not restart the clock.

A refund following statutory rejection for faulty goods must be given without undue delay and within 14 days beginning with the day we agree that you are entitled to it. We must not use an open-ended inspection process to avoid our legal responsibilities.

Refunds required by law use the original payment method unless you expressly agree otherwise, with no reimbursement fee. Store credit is not compulsory. A payment provider's processing stage is separate from our action to issue the refund and does not remove our statutory responsibilities. Contact us if an expected refund is missing so the transaction can be traced.

Exchanges and orders on other platforms

Contact us if you would prefer another size, finish or item. Availability and any price difference need to be established for the specific request. A request for a voluntary exchange does not remove a statutory right to a refund or replacement. No alternative item will be substituted without your agreement.

This website policy does not replace the terms of an Etsy transaction. For a purchase through Etsy, use the relevant order record and seller messaging route. Marketplace protections should not be assumed to apply to a direct website purchase.

Optional cancellation form

You may copy the following wording into an email or letter. Using it is optional; an equally clear statement is sufficient.

To: BIXBY MART PVT LTD, International House, 100 Menzies Road, Hastings, United Kingdom, TN38 9BB; support@BixbyMartPvtLtd.shop.

“I/We hereby give notice that I/We cancel my/our contract of sale of the following goods.”

Include the goods, order date or receipt date, your name, your address and the date of the notice. Add a signature only if submitting on paper. Delete whichever of “I/We” and “my/our” does not apply. The address in this form is for the notice; it does not designate a parcel-return depot.

Business and contact details

The registered office is a company-registration address. It is not identified here as a dispatch warehouse, return depot, showroom or collection point.