Return and Refund Policy

North Bioko Club garments are hand-painted and/or hand-distressed wearable art pieces. Please read the conditions below before requesting a return or exchange.

This policy does not affect your statutory consumer rights. Where applicable law provides additional rights, those rights take priority over our voluntary return conditions.

Returns

Under our voluntary return policy, UK customers must request a return and send the item back within 3 days of receiving it. International customers must request a return and send the item back within 7 days of receiving it.

These windows apply to voluntary change-of-mind returns and exchanges. They do not limit the statutory UK or EU cancellation rights explained below, or your rights if an item is faulty, damaged or incorrectly supplied.

To qualify under our voluntary return policy, your item must be unworn beyond trying it on, unwashed, never machine washed or tumble dried, unaltered and undamaged. Please return it with all original tags, swing labels, paper and packaging. You will also need a receipt or other proof of purchase.

To start a return or for other contact details, contact us at North Bioko - Contact Page.

We will provide instructions on how and where to send your package. Please request a return before sending your item back so we can identify and process it correctly. Prior approval is not a condition of exercising a valid statutory cancellation right.

Condition of returned items

We may request photographs to help assess the item’s condition before providing return instructions. Photographs are not a condition of exercising your statutory cancellation rights.

For voluntary returns, items showing signs of washing, wear beyond trying on, odour, marks, damage or alteration may be refused. We may instead offer a reduced refund or store credit. If a voluntary return is refused, we may arrange to send the item back at your expense.

For statutory cancellations, you may inspect and try on an item as you would in a shop. Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning. Missing tags or packaging do not automatically remove your statutory cancellation rights.

Return shipping costs

You are responsible for return shipping costs for change-of-mind returns and voluntary exchanges. We do not provide free return shipping or prepaid labels for these returns.

If an item is faulty, damaged on arrival or incorrectly supplied, we will cover reasonable return shipping costs where required by law.

Refusing delivery does not, by itself, notify us that you wish to cancel your order. Please contact us to explain your request. Any return costs arising from a refused delivery will be assessed in accordance with your statutory rights.

International returns processing fee

A £10 processing fee will be deducted from refunds for voluntary returns sent from outside the UK, in addition to the customer paying return shipping costs.

This fee does not apply when you exercise a statutory UK or EU cancellation right, return faulty or incorrectly supplied goods under your legal rights, or where applicable law otherwise prohibits it.

Damages and issues

Please inspect your order when it arrives and contact us at North Bioko - Contact Page as soon as reasonably possible if your item is defective, damaged or incorrect.

Include your order details and a description of the issue. Photographs can help us assess the problem and arrange an appropriate remedy.

Our voluntary return windows and condition requirements do not limit your rights in relation to faulty, damaged or misdescribed goods.

Exceptions / non-returnable items

Items made to your specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights. An item is not excluded simply because it is hand-painted, hand-distressed or one of a kind.

Sale items and gift cards are excluded from our voluntary return policy. This does not affect any statutory cancellation or refund rights that apply, including rights relating to faulty or misdescribed goods.

Exchanges

To request an exchange, contact us within the applicable voluntary return window. Exchanges are subject to availability and the condition requirements above.

The quickest way to obtain a different item is to return your original purchase and place a separate order for the replacement. Any refund for the original purchase will be handled under this policy.

UK and European Union 14-day cooling-off period

If your purchase qualifies for statutory UK or EU cancellation rights, you may cancel without giving a reason within 14 days after the day you receive your item.

You must notify us of your decision within that period and send the goods back within a further 14 days after notifying us. You can notify us at North Bioko - Contact Page.

You may inspect and try on the garment as you would in a shop. Please return original tags and packaging where possible. Any deduction for diminished value will be made only where permitted by law.

You are responsible for the direct cost of returning goods following a change-of-mind cancellation, provided this was disclosed before purchase. No processing fee applies to a valid statutory cancellation.

Refunds

We will notify you once we have received and inspected your return and explain any applicable deduction or reason for refusing a voluntary return.

Approved voluntary refunds will be issued to your original payment method within 10 business days. Store credit will not replace a refund required by law unless you expressly agree.

For statutory cancellations, we will refund you without undue delay and within the applicable legal deadline. Unless we have offered to collect the goods, we may withhold the refund until we receive the returned goods or evidence that you sent them back, whichever occurs first. We will issue the refund within 14 days of that event.

When you cancel an entire order under your statutory rights, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service is not refundable.

Your bank or payment provider may take additional time to display the refund. If you have not received an expected refund, contact us at North Bioko - Contact Page.