Refund policy
Thank you for shopping with billyjc.shop.
We want customers to understand clearly how cancellations, returns, damaged products, faulty products and refunds are handled.
This Return & Refund Policy applies to purchases made through billyjc.shop and is intended to operate consistently with applicable United Kingdom consumer law.
Nothing in this policy is intended to exclude, restrict or replace any statutory right that cannot lawfully be excluded.
For return or refund assistance, contact:
Email: info@billyjc.shop
1. Your Statutory Cancellation Rights
For most qualifying goods purchased online, UK distance-selling rules generally allow a consumer to notify the trader of cancellation within 14 days after receiving the goods, followed by a further period of up to 14 days to return the goods after notifying the trader. Certain statutory exceptions apply.
To exercise a qualifying cancellation right, customers should contact us at:
The cancellation request should clearly state that the customer wishes to cancel the purchase.
To help us locate the transaction efficiently, customers should include their order number, the email address used for the purchase and the product concerned where reasonably possible.
A particular form is not required when an unambiguous cancellation request is otherwise provided.
2. Returning Goods Following Cancellation
After notifying us of a qualifying cancellation, customers should return the affected goods without undue delay and within the period required by applicable law.
Customers should wait for appropriate return instructions before sending products.
Products should not be returned to an address shown on a parcel, shipping label or package unless we specifically confirm that the address is the appropriate return destination.
Different fulfilment locations may use different return facilities.
3. Condition of Returned Goods
Customers may inspect goods to the extent reasonably necessary to determine their nature, characteristics and functioning.
When returning a change-of-mind purchase, customers should take reasonable care of the goods.
Where the value of returned goods has been diminished by handling beyond what would reasonably be permitted when examining the goods in a physical shop, we may make a deduction from the refund where permitted by applicable law.
Where reasonably possible, products should be returned with:
- Original components;
- Accessories;
- Instructions;
- Documentation; and
- Original packaging.
A lack of original packaging will not by itself remove any statutory right that applies to the customer.
4. Items That May Be Excluded From Change-of-Mind Cancellation
Certain categories of goods may be excluded from the statutory distance-selling cancellation right where an applicable legal exception applies.
Depending on the products offered, examples may include:
- Goods made to the customer's specifications;
- Clearly personalised goods;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;
- Sealed audio, video or software products after unsealing where the statutory exception applies; and
- Other products specifically excluded by applicable law.
Any exclusion will be interpreted consistently with mandatory consumer law and will not be used to deny rights concerning goods that are faulty, damaged, misdescribed or otherwise non-conforming.
5. Faulty, Damaged or Non-Conforming Goods
Customers have separate legal rights where products are faulty or do not conform to the contract.
Under the Consumer Rights Act 2015, qualifying consumers have a short-term right to reject certain faulty or non-conforming goods, generally subject to a 30-day time limit, and additional repair, replacement, price-reduction or final-rejection remedies may apply depending on the circumstances.
If a product arrives:
- Damaged;
- Defective;
- Faulty;
- Incorrect;
- Missing essential components;
- Materially different from its description; or
- Otherwise non-conforming,
please contact us promptly at:
Customers should provide the order number and a clear description of the problem.
Where reasonably useful, we may request photographs or other information showing the condition of the goods or packaging so that we can assess the issue efficiently.
Such requests do not remove statutory rights.
6. Incorrect Products
If we send a product materially different from the product ordered, customers should contact us promptly.
We may arrange an appropriate remedy, which may include:
- Replacement;
- Return;
- Refund; or
- Another remedy agreed with the customer and permitted by law.
Customers will not be required to bear reasonable return costs resulting from our error where applicable law requires us to bear them.
7. Products Damaged in Transit
If an order arrives with visible transportation damage, please contact us as soon as reasonably possible.
Where possible, customers should retain:
- The product;
- The shipping package;
- Shipping labels; and
- Photographs showing the damage.
This information may help us investigate the matter with the delivery provider.
Failure to provide photographs does not automatically remove mandatory consumer rights.
8. Return Shipping Costs for Change-of-Mind Returns
Where a customer exercises a statutory cancellation right for a product that is not faulty, damaged, incorrect or misdescribed, the customer may be responsible for the direct cost of returning the goods where permitted by law and where this obligation has been properly communicated.
Where goods are faulty, damaged, incorrect or otherwise non-conforming and the customer has a legal entitlement to a remedy, we will handle reasonable return costs in accordance with applicable law.
9. Free Standard Shipping
billyjc.shop provides free standard shipping on all orders.
Because no standard outbound shipping charge is paid by the customer, there will ordinarily be no standard outbound shipping charge to refund.
This does not affect any other amount that must legally be refunded.
10. Refund Processing
Once returned goods have been received, or where applicable sufficient evidence of return has been provided, we will process any refund due in accordance with applicable law.
For qualifying distance-contract cancellations, the applicable legislation regulates the timing and method of reimbursement.
Refunds will normally be made to the original payment method unless another lawful method is expressly agreed.
Financial institutions and payment providers may require additional time to display a completed refund after we have submitted it.
Such banking or payment-network processing times are outside our direct control.
11. Refund Amount
Where a customer is legally entitled to a full refund, we will refund the amount required by applicable law.
Where only part of an order is returned, the refund will ordinarily relate to the returned product or products.
Legally permitted deductions may apply where returned goods have suffered a reduction in value resulting from handling beyond what was necessary to inspect their nature, characteristics and functioning.
No deduction will be used to eliminate a statutory remedy where such a deduction is not legally permitted.
12. Exchanges
Where practical, we may be able to assist with a replacement product.
However, product availability cannot be guaranteed.
If the requested replacement is unavailable, an appropriate refund or alternative remedy may be offered where applicable.
13. Sale and Promotional Products
Purchasing an item during a sale or promotional event does not remove statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
Any voluntary promotional condition will operate subject to mandatory consumer law.
14. Gifts
If an item was purchased as a gift, refund procedures may depend upon the original transaction and payment method.
Where required, refunds may need to be issued to the original payment method used by the purchaser.
15. Refused or Undeliverable Parcels
If a parcel is refused, unclaimed or returned because the delivery information supplied by the customer was incomplete or incorrect, we will assess the circumstances after the parcel is returned.
Any refund, additional delivery arrangement or associated cost will be handled in accordance with applicable law and the circumstances of the order.
This provision does not limit customer rights where a delivery failure was caused by us or our delivery provider.
16. Order Cancellations Before Dispatch
Customers who wish to cancel an order before dispatch should contact us promptly at:
We will make reasonable efforts to stop processing where practicable.
However, orders may enter fulfilment quickly and we cannot guarantee that a cancellation request can be processed before dispatch.
If the order has already been dispatched, the customer's applicable return or statutory cancellation rights remain available.
17. Chargebacks and Payment Disputes
We encourage customers to contact us directly before initiating a payment dispute so that we have an opportunity to investigate and resolve legitimate order problems.
Nothing in this section prevents a customer from exercising rights available through their payment provider or under applicable law.
18. Abuse of Returns
We may investigate suspected fraudulent returns, product substitution, deliberate damage or other abusive conduct.
Nothing in this provision authorises us to refuse a valid statutory consumer claim merely because a customer has previously returned goods.
19. Statutory Rights
Nothing in this policy limits rights available under applicable UK consumer law, including rights relating to goods that are not of satisfactory quality, not fit for purpose or not as described.
20. Contact Us
For cancellations, returns, faulty goods or refund enquiries, contact:
billyjc.shop
Email: info@billyjc.shop
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