Refund policy
Return & Refund Policy
Your Right of Withdrawal (EU Customers)
Under EU Directive 2011/83/EU, you have the right to cancel your order within 14 days of receiving your goods — no reason needed.
How to Withdraw
Email Contact@custombubu.com with:
- Your order number
- A clear statement that you wish to withdraw (e.g., "I hereby withdraw from my order")
You may also use the model withdrawal form below.
Once we confirm your withdrawal, we will provide the return address. You must return the goods within 14 days of notifying us.
Refunds
We will refund your payment, including original shipping costs (standard delivery rate), within 14 days of receiving your withdrawal notice.
We may withhold the refund until we receive the returned goods or proof of shipment.
Important: You are responsible for the cost of returning the goods.
Exceptions — Non-Returnable Items
The right of withdrawal does not apply to:
- CustomBubu products — personalised items made to your specifications (exempt under Article 16(c))
- Items not in original, unused condition
- Hygiene-sealed items opened after delivery
For Non-EU Customers
We offer a 14-day return policy for non-personalised items in original condition. Return shipping is at your expense.
Damaged or Incorrect Items
Received something damaged or wrong? Contact us at Contact@custombubu.com within 48 hours with photos — we'll resolve it at no cost to you.
Model Withdrawal Form
(Complete and return this only if you wish to withdraw from the contract)
To: Custombubu LLC, Contact@custombubu.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Order number: ___________
- Ordered on: ___________
- Received on: ___________
- Customer name: ___________
- Customer address: ___________
- Date: ___________
Questions?
Email Contact@custombubu.com — we respond within 24 hours.