Return & Refund Policy

Last Updated: August 2026

At Broadbox, we want you to be satisfied with your purchase. If you are not satisfied with an item, please contact us so that we can help.

1. UK Customers Change of Mind

For eligible purchases made by customers in the United Kingdom, you generally have the right to cancel an online order within 14 days after receiving the goods, without providing a reason.

After notifying us of your cancellation, the goods should generally be returned within a further 14 days.

This statutory cancellation right is subject to applicable legal exceptions.

2. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

• Faulty

• Damaged on arrival

• Incorrect

• Significantly different from its description

• Not fit for its intended purpose

please contact us as soon as possible.

We may request photographs, videos, order information, or other reasonable evidence to help us assess the issue.

Where required by applicable law, we will provide an appropriate remedy, which may include a repair, replacement, refund, or other legally applicable remedy.

3. Return Conditions

Where a return is permitted, items should generally be returned:

• In reasonable condition

• With original packaging where reasonably possible

• With accessories and included components

• With proof of purchase or order information

Customers may handle products as reasonably necessary to inspect them in the same way they could in a shop.

However, where the value of goods has been reduced because they were handled beyond what is reasonably necessary for inspection, applicable law may allow a corresponding deduction where permitted.

4. Non-Returnable or Excluded Items

Certain products may be excluded from cancellation or return rights where permitted by applicable law.

Examples may include:

• Personalised or customised products

• Products that are perishable

• Sealed products that cannot be returned for health or hygiene reasons once unsealed

• Certain products that cannot legally be returned

• Digital products where the customer has agreed to immediate supply and acknowledged loss of the applicable cancellation right

Any applicable exclusion will be communicated where required.

5. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

For UK statutory cancellations, refunds will generally be issued within the timeframe required by applicable law.

Where the law requires a refund of standard delivery charges, the applicable standard delivery charge will also be refunded.

Refunds will normally be made using the original payment method unless otherwise agreed or required by law.

6. Return Shipping

Where a customer returns an item because they have changed their mind, return shipping costs may be the customer's responsibility where permitted by applicable law and where we have informed the customer appropriately.

If an item is faulty, damaged, incorrect, or otherwise requires a remedy under applicable consumer law, Broadbox will handle return costs or arrangements as required by law.

7. Sale Items

Discounted or promotional products remain subject to applicable consumer rights.

A sale price does not remove statutory rights relating to faulty, misdescribed, or otherwise non-conforming products.

8. How to Request a Return

Please contact us before returning an item.

Email: [YOUR EMAIL ADDRESS]

Phone: [YOUR PHONE NUMBER]

Please include:

• Order number

• Customer name

• Product name

• Reason for the return

• Photographs/videos where relevant

We will provide return instructions where a return is approved or required.