Refund policy
at Burakh, we want our customers to shop with confidence. Please read our refund and return policy carefully before making a purchase.
Order Cancellation Before Dispatch
Customers may cancel their order within 24 hours of placing the order, provided that the order has not yet been dispatched.
Once an order has been dispatched, it can no longer be cancelled. However, customers may still be eligible to request a return after receiving the item, subject to the conditions outlined below.
Returns After Delivery (14 + 14 Day Rule)
If you receive your order and decide that you no longer want it, or if there is an issue with the item, you may request a return within 14 days of receiving your order.
To initiate a return:
- You must notify us within 14 days of receiving the item.
- Once your return request is approved, you will have a further 14 days to return the item to us.
Failure to notify us within the initial 14-day period will result in the return request being declined.
Return Conditions
To qualify for a return:
- The item must be returned in its original condition.
- All original packaging, accessories, manuals, and components must be included.
- Items that show signs of excessive use, customer-caused damage, or missing parts may not qualify for a full refund.
Return Shipping Costs
Customers are responsible for all return shipping costs unless:
- The item arrived damaged;
- The item is defective or faulty;
- We shipped the wrong item.
Customers are advised to use a tracked delivery service when returning items.
Returns Outside the Return Window
Return requests submitted after the 14-day notification period will not be accepted or entertained.
Non-Returnable Items
The following items cannot be returned once opened, used, or unsealed:
- Personal hygiene products;
- Earrings and body jewellery;
- Cosmetics and beauty products;
- Software and digital products;
- Personalised or customised items;
- Any item that cannot be resold for hygiene or safety reasons.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide photographs of the issue.
After reviewing the claim, we may provide an appropriate resolution, which may include:
- A replacement;
- A repair;
- A partial refund; or
- A full refund.
Refund Processing
Once we receive and inspect the returned item, we will notify you of the outcome of your refund request.
Approved refunds will be processed to the original payment method within 5–10 business days, depending on your payment provider.
Contact Us
For cancellations, returns, or refund requests, please contact us at:
Email: support@burakh.co.uk