Refund policy

Return & Refund Policy

At The Bunny Hat, customer satisfaction is our top priority. We accept returns, offer refunds for damaged or defective items, and provide exchanges for incorrectly fulfilled orders under the following conditions:

1. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 14 days of receiving your order.

To process your claim quickly, please provide:

  • Clear photos of the damaged item(s) and packaging
  • Your order number and a brief description of the issue

Once reviewed and approved, we will offer either a replacement or a full refund.

2. Incorrect or Missing Items

If you receive the wrong item or part of your order is missing, please notify us within 14 days of delivery. We will arrange to send the correct item at no additional cost.

3. Out-of-Stock or Production Issues

In the rare event that an item is unavailable or damaged during production, we will notify you immediately. You may choose between:

  • A full refund
  • Re-delivery once the item becomes available

4. Personalised & Custom Orders

Because all personalised and custom-made products are created specifically for you, they are non-returnable and non-refundable unless damaged or incorrect on arrival.

If you wish to cancel a personalised order, please contact us before production begins. Once production has started, cancellation is no longer possible.

5. How to Start a Return or Refund

To start a return or refund request, please contact our customer service team with your order details and photographs (if applicable):

6. Processing Time

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed within 5–10 business days to your original payment method. Please note that processing times may vary depending on your bank or payment provider.

7. Shipping Costs

Shipping costs are non-refundable unless the return is due to an error on our part (e.g., defective or incorrect item). For other eligible returns, customers are responsible for postage costs.

8. Contact Details

The Bunny Hat

13 Cheers Dr, Speedwell, Bristol, BS5 7FQ, United Kingdom

+447801928243
📧 info@thebunnyhat.co.uk
🕓 Monday–Friday, 09:00–17:00 (UK time)

We appreciate your understanding and thank you for supporting The Bunny Hat.