Refund policy

Effective date: 16 June 2026
Last updated: 16 June 2026

At Boneroshop, we want you to be completely happy with your purchase. If your sandals aren't quite right, we offer two ways to return them — under your statutory rights as a UK consumer, and under our extended 30-day goodwill return window.

This policy sets out everything you need to know about returns, refunds, and exchanges, and explains the rights you have under UK consumer law. If you have any questions, please email us at support@boneroshop.com — we usually respond within 1 business day.

Quick summary

Question	Answer
How long do I have to return?	30 days from delivery (our goodwill window), in addition to your statutory 14-day cancellation right
What can I return?	Items in original unworn condition (indoor try-on is fine)
Who pays return shipping?	You for change-of-mind returns; we cover it for faulty, damaged, or incorrect items
How long does the refund take?	Within 7 business days of us receiving your return; bank processing may add 3–10 more days
Where does the refund go?	Back to your original payment method
Any restocking fees?	None — ever

1. Your statutory right to cancel under UK consumer law

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer based in the United Kingdom, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right:

Email support@boneroshop.com within 14 days of receiving your order, telling us you wish to cancel.
Include your order number, the items you wish to cancel, and your contact details.
Return the goods to us within 14 days of telling us you wish to cancel.

We will refund the price you paid for the cancelled goods, plus the standard delivery cost (the cheapest delivery option we offered at checkout), within 14 days of receiving the returned items. The refund will be issued to the original payment method.

You are responsible for the cost of returning the items unless the goods are faulty or were sent in error. Items must be returned in original, unworn condition (indoor try-on is permitted), ideally with original packaging and tags.

This statutory right cannot be excluded or limited. It is independent of, and additional to, our 30-day goodwill return window (Section 2).

2. Our 30-day goodwill return window

In addition to your statutory cancellation rights, we offer an extended 30-day return window from the date of delivery. This gives you up to 30 days to return your order for a refund or exchange — even if your statutory 14-day cancellation period has passed.

This is our goodwill offer to give you extra time to decide. The same conditions apply regarding the condition of returned items.

3. What can be returned

You can return:

Items that don't fit you well
Items you've changed your mind about (provided they're in original, unworn condition)
Items that arrived faulty, damaged, or defective
Items that were sent in error
Items that don't match the description on our website

All returns must be initiated within the applicable return window (14 days statutory or 30 days goodwill, whichever applies).

4. What cannot be returned

The following items cannot be returned for change-of-mind reasons (your statutory rights for faulty goods still apply):

Items that have been worn outdoors or show signs of outdoor use
Items returned damaged through misuse
Items returned outside the applicable return window
Items returned without original packaging where this materially reduces their resale value

For all our sandals, indoor try-on on a clean dry surface (like a carpet or rug) is permitted so you can check fit and comfort.

5. Condition of returned items

To be eligible for a refund or exchange, items must be returned:

In original, unworn condition (indoor try-on is permitted)
With original packaging where possible
With any included tags, dust bags, or accessories

If items show signs of outdoor wear, damage from misuse, or significant alteration, we reserve the right to refuse the return or issue a partial refund reflecting the reduction in value.

6. How to initiate a return — step by step

Step 1: Email us
Send an email to support@boneroshop.com within the applicable return window. Please include:

Your order number (found in your order confirmation email)
The item(s) you wish to return
The reason for return (e.g. doesn't fit, changed my mind, item is damaged)
Photos, if the item is damaged, defective, or you received the wrong item

Step 2: Wait for return authorisation
We will respond within 1 business day with return authorisation and full return shipping instructions. Please wait for our reply before sending anything back, so we can ensure your return is processed quickly.

Step 3: Pack and ship
Once you have authorisation, pack the items securely (ideally in their original packaging) and send them to:

Boneroshop Returns
Unit DC8 Glendon Road
Rothwell, Kettering
NN14 1UB
United Kingdom

We recommend using a tracked shipping service appropriate for the value of the goods and keeping your tracking number. We cannot accept responsibility for returns lost or damaged in transit before they reach our warehouse.

Step 4: Receive your refund or exchange
Once we receive and inspect your return, we will process your refund or arrange your exchange within 7 business days. See Section 9 for full refund timing details.

7. Return shipping costs

Who pays for return shipping depends on the reason for return:

Reason for return	Return shipping cost
Change of mind, doesn't fit, doesn't suit	You (the customer)
Statutory 14-day cancellation	You (the customer) — your legal right
Faulty, damaged, or defective item	We cover it — we'll send a prepaid label or refund your return shipping
Wrong item shipped to you	We cover it
Item doesn't match description	We cover it

For returns you pay for, we recommend using a tracked service. We are not responsible for returns lost or damaged before reaching our warehouse.

8. Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged in transit, defective, or different from what you ordered, please contact us within 48 hours of receiving the order. Email support@boneroshop.com with:

Your order number
Clear photos showing the issue
A brief description of the problem

We will arrange one of the following solutions, depending on stock availability and what works best for you:

Replace the item with the same product
Replace with a different item of equivalent value
Issue a full refund, including original delivery and return shipping costs

Your statutory rights under the Consumer Rights Act 2015

When goods are not of satisfactory quality, fit for purpose, or as described, you have specific rights under UK law:

Within 30 days of delivery: short-term right to reject the goods and receive a full refund
Within 6 months of delivery: right to a repair or replacement; if these fail, you may be entitled to a refund (which may be reduced to reflect use)
6 months to 6 years from delivery: you may still have rights, but you must demonstrate the fault existed at the time of delivery

These statutory rights cannot be excluded or limited. To make a claim under your statutory rights, contact us at support@boneroshop.com.

9. Refund processing time

Once we receive your return and confirm it meets the conditions in this policy, we will issue your refund within 7 business days. Important things to know:

Your bank or card issuer may take an additional 3 to 10 business days to credit the funds to your account
For Klarna and Shop Pay payments, the timing may vary slightly based on their internal processes (see Section 12)
For statutory cancellation returns (Section 1), we are legally required to issue the refund within 14 days of receiving the returned goods or proof of return — we aim to do it much faster
You will receive an email confirmation as soon as we have processed your refund

If you don't see your refund within 15 business days of our confirmation email, please contact us at support@boneroshop.com and we will investigate.

10. Refund method

Refunds are issued to the same payment method you used for the original order:

Original payment	Refund routed via
Credit or debit card	Refunded to the same card
Klarna	Refunded through Klarna; your repayment plan will be adjusted accordingly
Shop Pay	Refunded through Shop Pay back to your original payment method
Google Pay	Refunded through Google Pay back to your original payment method

We are not able to issue refunds in cash, to a different person's payment method, or to a different payment provider than the one you used to pay.

11. Exchanges

We're happy to offer exchanges for a different size or for a different style of equivalent value, subject to stock availability. To request an exchange:

Follow the standard return process in Section 6
In your email, clearly state the size or item you'd like to exchange for
Once we receive your return and confirm the exchange item is in stock, we will dispatch the replacement at no additional delivery cost to you

If the exchange item is no longer in stock by the time we process your return, we will contact you and either issue a refund or arrange an alternative with you.

12. Klarna and Shop Pay refunds

If you paid using Klarna or Shop Pay, the refund process is the same, but the timing depends on those providers as well as on us:

Klarna: Once we have issued the refund to Klarna, Klarna will adjust your repayment plan. Depending on the timing of your refund:

If you have already made payments, those payments will be refunded to you
If you have outstanding payments, your remaining instalments will be reduced or cancelled

Please contact Klarna directly through their app, website, or customer support for any questions about your specific repayment plan.

Shop Pay: Refunds are processed back to the payment method linked to your Shop Pay account. Timing depends on your bank or card issuer.

We do not have visibility into your Klarna or Shop Pay account internals — for plan-specific questions, please contact those services directly.

13. Items received as gifts

If you received an item as a gift and would like to return it, we can issue a store credit to you equivalent to the price paid for the item. The original purchaser will not be notified of the return.

To request a gift return:

Email support@boneroshop.com with the order number (printed on the gift receipt, or available from the person who gave you the gift)
Tell us briefly the reason for the return
We'll send you instructions on next steps

14. When we may refuse a return

We reserve the right to refuse a return or to issue a partial refund if:

The item shows clear signs of outdoor wear or misuse
The item is returned outside the applicable return window
The item is returned without original packaging where this materially reduces its resale value
We reasonably suspect fraudulent return activity (such as the return of items not originally purchased from us)

If we refuse a return, we will:

Explain the reason in writing by email
Send the item back to you at your cost, or
Hold the item for collection by you

Your statutory rights as a consumer (including under the Consumer Rights Act 2015) are not affected by this section.

15. Cancelling an order before dispatch

If you have just placed an order and wish to cancel before it is dispatched, please email support@boneroshop.com as soon as possible with your order number.

If we can cancel the order before it has left our warehouse, we will issue a full refund within 7 business days. If the order has already been dispatched, you will need to follow the standard return process described above once you receive your order.

16. International returns

We currently only ship within the United Kingdom, so all returns are processed within the UK. If we expand to international markets in future, we will update this policy with international return instructions and timings.

17. Disputes and your right to escalate

If you are not satisfied with how we have handled your return, refund, or any matter under this policy, you can:

Email our customer service team at support@boneroshop.com — we aim to resolve all complaints quickly and fairly
Contact your card issuer or Klarna if you paid through them; they may have their own dispute resolution processes
Contact Citizens Advice for free, independent advice on consumer issues at citizensadvice.org.uk or 0808 223 1133

Nothing in this policy limits your statutory rights as a UK consumer.