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Return & Replacements

Bachchay.com, and many Sellers on Bachchay.com, offer returns for most items within 28 days of receipt of delivery. You can use this page to learn about our return policies. Most items sold on Bachchay.com follow our general return policies, but some products have different policies or requirements associated with them.

At Bachchay.com we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

Statutory Cancellation Right

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item.

Our Voluntary Returns Policy

As well as your statutory cancellation rights described above, you can return most products from the Bachchay sites to Bachchay within 28 days of receipt of the products if the products are complete and are in an unused and undamaged condition.

Please note that this returns policy doesn't affect your statutory rights and therefore doesn't affect your right of cancellation as described above.

Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of use or damage.

The same exclusions apply to our Returns Guarantee as for the right if withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):

  • Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
  • Sealed audio or video recordings or of sealed software if unsealed by you after delivery;
  • Goods made to your specifications or clearly personalized, especially personalized Handmade items;
  • Goods which may deteriorate or expire rapidly;
  • A service, if the supplier has fully performed it and you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started;
  • Digital content (including apps, digital software, ebooks, MP3, etc) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started

 

The following table provides an overview of the key provisions of your statutory cancellation right as well as our voluntary returns policy and how they compare to one another:

Statutory Rights

Bachchay Returns Policy (as set out by product category below)

Return period

14 days

28 days

Refund of costs of sending the item back to us if defective, damaged or incorrect item?

Yes

Yes

Refund of costs of sending the item back to us if cancellation?

No

No (unless shoes, clothing see next row)

Refund of costs of sending the item back to us if shoes, clothing

Yes

Yes

Refund of original delivery costs if defective?

Yes

Yes

Refund of original delivery costs if cancelled?

Yes, cheapest method

Yes, cheapest method

Returns Costs & Methods

Bachchay will refund the cost of sending an item back to us if it’s defective, damaged or incorrect or, if you're returning shoes, clothing that were sold or dispatched by Bachchay. If your return is not the result of an Bachchay error, you will be liable to pay for the return delivery cost. For returns from within the UK, costs start at £3.99. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the item(s) you’re returning. We’ll always display the most accurate return costs and methods available for your item(s).

We won't accept the return of any software returned to us if it's been opened. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn't received in new, unopened condition.

Other Statutory Rights

You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.

If you need to contact us by post, please write to:

Bachchay.com Customer Services,

 

This isn't our returns address and returns won't be processed at the above address.

Customised Products

For items with customisation options, including any product configurations, image personalisation, text inscriptions, or designs (such as engravings, monograms, embroidery, or embossing):

  • You must notify the third-party Seller within 14 days of receipt.
  • If the item contains personal configuration, inscription, or design on these products, the third-party Seller is not required to accept returns or exchanges unless the products are damaged or defective upon arrival.
  • If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party Seller, you are protected per the Bachchay Guarantee.
  • All product packaging (such as boxes) must be returned with the item.

Removal of personal data

When returning a product for any reason, you must do so in the exact conditions you received it from Bachchay. In this respect you must entirely delete, remove and eliminate all personal data pertaining to you and/or any third party which may be possibly present in same item, and must de-latch any account possibly latched to same item. You will be fully responsible for any data breach that may occur if you fail to do so. You must remove from the returned product and from the box containing the returned product any item not pertaining to the returned product as originally received from Bachchay. Bachchay will not be responsible for any such items erroneously left by you within the returned product or within the box containing the returned product. You agree and accept that the returned product will become Bachchay’s property, and that Bachchay is therefore entitled to sell it to third parties at Bachchay’s full discretion.

Other Specific Items

Bachchay may sell certain products in unsealed boxes (e.g., for HTC and Huawei), as this is how we receive them. When returning these products to Bachchay, you have to send them in the same conditions as received by you, without affixing any seal. Should you send us these products in a sealed box you may be held liable for any data breach or other adverse consequences related to such manumission.

  • If you're exchanging the original item for a different size, we'll cover any price increase.
  • If you're exchanging the original item for a different colour, we'll charge you the difference in price.
  • If the new price is lower, for either size or colour, we'll refund you the difference.

If the item you wish to return doesn't have an exchange option, you'll need to return the original item and place a new order.

 About Free Returns On Fashion Items

Bachchay.com offers free returns on some items including clothes, shoes. Look for “Free returns” next to the price to confirm that the item qualifies for free returns.

To receive Free Returns on your eligible product(s)

  • No minimum purchase is required to receive Free Returns.
  • If you’re not satisfied with your item, return the eligible product(s) in new and unworn condition in the original packaging for a full refund in accordance with our returns policy within 28 days of receipt of delivery for a full refund in accordance with our returns policy. We don't refund the original delivery fees, however.
  • All product packaging and certificates of authenticity, grading, and appraisal must be returned with the product. Any product(s) returned without original documentation will be rejected. Any product(s) that have been resized, damaged or otherwise altered after delivery will not be accepted for return.

If for any reason you are not satisfied with your purchase, you may return it up to 28 days from the original purchase date. For selected items including shoes, clothes, Bachchay.com will pay for the return delivery.

Please review the following terms and conditions to check if your purchase qualifies for free return delivery:

  • The item was sold or dispatched by Bachchay.com
  • The item was originally delivered to an address in the UK and is being returned from within the UK.
  • On the product's detail page, the product was clearly identified as eligible for Free 28 Day Returns with a Free 28 Day Returns message at the time of purchase.
  • The product was not sold and dispatched by a third party seller on Bachchay.com's Marketplace platform. In some cases, the Free 28-Day Returns message will appear on an item that is sold by a third party seller. In such cases, on the product's detail page, the product will be identified as 'Fulfilled by Bachchay', meaning that the item was dispatched by Bachchay.com on behalf of a third-party seller. The item will therefore be eligible for Free 28-Day Returns.
  •   The item is being returned within 28 days and in accordance with Our Returns Policy.

Sizing Information

As Bachchay.com sources many of its goods internationally, it is possible that some fashion items will be labelled according to US or EU sizing conventions. If you receive footwear, clothing that appears to be labelled in a different size than what was ordered, please be sure to try on the item to confirm the incorrect size before returning the item to us.

 

Partner Sellers Returns

Returns

If you need to return an item that was bought from a Seller on Bachchay you'll need to return it directly to the Seller, 

The returns policy offered by these Sellers must be equivalent to or better than the returns policy offered by Bachchay.com (except in the case of Bachchay.com's extended Christmas returns policy which not all Marketplace Sellers follow).

To learn more about a Seller's returns policy, go to the product page and you can find relevant information under delivery and returns below the product image. If not specified in the Seller’s Returns and Refunds policy, the Bachchay returns policy will apply to your order by default.

If your return experience doesn’t match the return policy published by the Seller you can file a claim to open an investigation.

Refunds

Where you're cancelling your purchase within the first 14 days from the day you receive, or a third party indicated by you (other than the carrier), receives the last goods ordered by you (if delivered separately), and there's been no error on the Seller's part, the Seller will refund the cost of the item and the cost of sending the item to you as follows: 

  1. where you're returning an item that was part of a larger order, the Seller will refund the per-item charge for delivery
  2. where you are returning an entire order, the Seller will refund the applicable per-item delivery charges and the per-delivery charge
  3. Sellers are only required to refund standard postage charges corresponding to the least expensive type of delivery offered by them
  4. Sellers aren't required to refund or replace an order if you refuse to return the item.

Please note that, with respect to returns initiated during the first 14 days from the day of delivery, Sellers aren't required to refund the cost of gift-wrapping, returning the item to the Seller, and other services provided to you in connection with your purchase unless you return the item to the Seller because of an error on the Seller's part or because it's defective.

Where you're cancelling your purchase between 14 and 28 days after delivery and there's been no error on the Seller's part, the Seller is only required to refund the cost of the item. Please note that Sellers aren't required to refund the cost of gift-wrapping, or other services provided to you in connection with your purchase. 

When you purchase an item from a Seller, Bachchay.com charges your credit card and passes on payment, less a commission, to your Seller. For you to secure a refund equivalent to your initial purchase price and delivery costs, your Seller must request a refund via Bachchay.com Marketplace.

In any case where a refund is necessary, such as when your Seller is out of stock and can't dispatch, or when you return an item, it's the Seller's responsibility to request that refund from us.

Sellers may issue full or partial refunds for an order as described on this page. Sellers can't charge a restocking fee during the initial returns period or if a product is returned because it's faulty. Refunds are typically processed by Bachchay.com within 1 week of the Seller's request. The funds will be deposited back in your debit/credit card account and Bachchay.com will send you confirmation of the refund via e-mail.

  

International Returns

Most items can be returned within 28 days of receipt of delivery. It can take up to 15 - 25 days for an item to be received at our fulfilment centre, and it takes 2 business days from time of receipt for the refund to be processed and 3-5 business days for the refund amount to reflect in your account. For incorrect, defective, or damaged items, you’ll be refunded for original delivery costs, as well any Import Fees Deposit(s) for the returned item(s), once your return is processed.

If you return items eligible for Free Returns that were sold by a seller outside of the UK, and the reason for the return is not because of an error on our part and the item is not defective, we will not refund the cost of returning these items.

International Sellers

If you order from a Seller who dispatches from a location outside the UK you should be aware that Bachchay’s return policy requires that international Sellers MUST provide a return address within the UK. If a Seller does not offer these methods to return your items, you may file a claim to seek help with your return.

Returns via Bachchay Fulfilment Programme

For products fulfilled by Bachchay, we'll process your return and issue a full refund with no deduction for return costs after receiving your return of the eligible product(s). We'll notify you via e-mail when we've processed your return - this may take up to five business days. If you return product(s) that are ineligible for free returns with product(s) that are eligible for free returns, Bachchay may deduct the postage costs for the ineligible products(s) from your refund amount in accordance with Bachchay's general returns policy.