BONNIE BUBBLES

RETURNS AND REFUND POLICY

Last updated: [21/07/2026]

This Returns and Refund Policy applies to products purchased directly from Bonnie Bubbles through:

• www.bonniebubbles.com;

• social media, email or messaging services;

• markets, craft fairs and other in-person events; and

• telephone orders.

Different terms may apply to wholesale and business purchases, as explained below.

1. Our business details

Trading name: Bonnie Bubbles
Legal business name: Matheson Services Ltd
Business address: 11 Lovat Road, Crown, Inverness, IV2 3NT
Email: sales@bonniebubbles.com
Telephone: +44 7746 825 489
Website: www.bonniebubbles.com

2. Your statutory rights

Nothing in this Policy removes or limits your statutory consumer rights.

Products supplied by Bonnie Bubbles must be:

• of satisfactory quality;

• fit for their normal purpose;

• as described; and

• safe to use when used according to their instructions and warnings.

Different rules apply depending on whether you are:

• changing your mind about an eligible distance purchase;

• reporting a faulty, damaged, unsafe or incorrect product; or

• seeking to return an item purchased in person.

3. Change-of-mind returns for distance orders

This section applies to eligible orders placed without meeting us in person, including orders placed through:

• our website;

• social media;

• email;

• telephone; or

• messaging services.

You normally have the right to cancel an eligible order without giving a reason.

You must notify us that you wish to cancel within 14 days after the day on which you receive the products.

Where several products from the same order are delivered separately, the cancellation period normally begins on the day after you receive the final product.

To exercise your cancellation right, contact us clearly stating that you wish to cancel:

Email: sales@bonniebubbles.com
Telephone: +44 7746 825 489
Post: Bonnie Bubbles, Matheson Services Ltd, 11 Lovat Road, Crown, Inverness, IV2 3NT

Please include:

• your full name;

• your order number;

• the products you wish to return;

• the date the products were received; and

• your contact details.

You do not need to provide a reason for cancelling an eligible distance order.

4. Returning cancelled orders

After notifying us that you wish to cancel, you must send the eligible products back within 14 days.

Unless the product is faulty, damaged, unsafe, incorrect or not as described, you are responsible for the direct cost of returning it.

Returns should be sent to:

Bonnie Bubbles
Matheson Services Ltd
11 Lovat Road
Crown
Inverness
IV2 3NT
United Kingdom

We recommend that you:

• package the products securely;

• include your name and order number;

• use a tracked or recorded delivery service; and

• retain proof of postage.

Bonnie Bubbles is not responsible for a return parcel until it has been received at the return address.

Please do not send a return to us cash on delivery or with unpaid postage.

5. Condition of returned products

You may inspect an eligible product in the same way that you reasonably could in a physical shop.

You are responsible for taking reasonable care of the product while it is in your possession.

We may reduce the refund to reflect any loss in value caused by:

• unnecessary handling;

• damage;

• contamination;

• improper storage;

• removal of packaging beyond what was necessary to inspect the item; or

• use of the product.

A cosmetic or bathing product that has been used cannot ordinarily be resold.

6. Hygiene-sealed cosmetic products

For health-protection and hygiene reasons, change-of-mind returns cannot normally be accepted where:

• a hygiene seal has been broken;

• tamper-evident packaging has been opened;

• protective wrapping has been removed;

• the product has been used or tested;

• the product has come into contact with water or skin; or

• the product is otherwise no longer hygienically suitable for resale.

This may apply to products such as:

• soap bars;

• bath bombs;

• lip balms;

• body products;

• cosmetic products; and

• other personal-care items.

The hygiene exception only applies where the product was supplied with an appropriate hygiene or protective seal and that seal was broken after delivery.

This restriction does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied or not as described.

7. Personalised and made-to-order products

The standard change-of-mind cancellation right may not apply to products that are:

• made to your specifications;

• clearly personalised;

• produced with a custom label;

• made in a specially requested colour, fragrance or design; or

• otherwise created specifically for you.

Before accepting a personalised order, we will aim to make it clear that cancellation rights may be restricted.

You may still have legal remedies where a personalised product is faulty, unsafe, damaged or materially different from what was agreed.

8. Refunds for eligible cancellations

For an eligible distance-order cancellation, we will refund:

• the price paid for the returned products; and

• the cost of the least expensive standard delivery option offered by Bonnie Bubbles, where the entire order is cancelled.

We do not have to refund:

• additional costs for express, premium or upgraded delivery;

• return postage for a non-faulty change-of-mind return;

• customs duties or import charges paid to another organisation; or

• any reduction in value caused by unnecessary handling or use.

Where only part of an order is returned, the original delivery charge may not be refundable if the same delivery charge would have applied to the products you kept.

9. When refunds are issued

Refunds for returned goods will normally be processed within 14 days after the earliest of:

• the day we receive the returned products; or

• the day you provide acceptable evidence that the products have been returned.

We may withhold the refund until the products have been received or you provide proof that they were sent back.

Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed.

Your bank or payment provider may require additional time to display the refunded amount after we process it.

10. Faulty, unsafe or misdescribed products

Please contact us promptly if a product is:

• faulty;

• unsafe;

• damaged before or during delivery;

• not of satisfactory quality;

• not fit for its normal purpose;

• materially different from its description; or

• different from the product ordered.

Contact:

Email: sales@bonniebubbles.com
Telephone: +44 7746 825 489

Please provide:

• your name;

• the order number or proof of purchase;

• the product name;

• a description of the problem;

• when the problem was discovered;

• photographs of the product;

• photographs of the parcel and packaging where relevant; and

• the batch number shown on the label, where available.

Do not dispose of the product or its packaging until we confirm that it is no longer required.

Depending on the circumstances and your legal rights, the available remedy may include:

• a full or partial refund;

• a replacement product;

• another appropriate remedy; or

• reimbursement of reasonable return costs.

11. Short-term right to reject faulty goods

Consumers may have a short-term legal right to reject goods that do not meet the required standards.

This right will normally apply for 30 days, beginning after the relevant legal conditions have been met, including delivery of the product.

Where the short-term right to reject applies, you may be entitled to a refund.

After the initial period, you may have other rights, including a replacement, repair, price reduction or final right to reject, depending on the product and circumstances.

Nothing in this Policy replaces or restricts those statutory rights.

12. Allergic reactions and skin sensitivity

Cosmetic products can affect individuals differently.

An allergic reaction or sensitivity does not automatically mean that a product is faulty, particularly where:

• the ingredients and allergens were correctly disclosed;

• the product complied with its description;

• appropriate instructions and warnings were provided; and

• the reaction results from an individual allergy or sensitivity.

However, we take reports of suspected adverse reactions seriously.

Stop using the product immediately and contact us at:

sales@bonniebubbles.com

Please provide:

• the product name;

• the batch number;

• the date and place of purchase;

• details of how the product was used;

• a description of the reaction;

• photographs where appropriate; and

• any relevant medical information you are comfortable providing.

Seek appropriate medical attention where a reaction is serious, worsening or persistent.

We may ask you to retain or return the product so that the matter can be investigated.

Nothing in this section limits any right you may have where the product was unsafe, defective, incorrectly labelled or otherwise failed to meet legal requirements.

13. Damaged deliveries

Inspect your order as soon as reasonably possible after delivery.

Where a parcel or product arrives damaged, contact us promptly at:

sales@bonniebubbles.com

Please send:

• your order number;

• photographs of the damaged product;

• photographs of the external parcel;

• photographs of the internal packaging;

• a photograph of the delivery label; and

• a description of the damage.

Keep all packaging until we have completed our initial assessment.

Where the damage occurred before the product was delivered to you, we will provide an appropriate remedy in accordance with your legal rights.

14. Incorrect or missing products

Contact us promptly if:

• you receive the wrong product;

• an item is missing;

• the quantity is incorrect; or

• the fragrance, size or variation supplied differs from your order.

Please email sales@bonniebubbles.com with your order number and photographs of the items received where appropriate.

Where we made an error, we will arrange an appropriate remedy without charging you additional delivery costs.

15. Gifts

Refunds are normally issued to the original purchaser using the original payment method.

A gift recipient may contact us regarding a faulty or damaged product, but we may require:

• the original order number;

• proof of purchase; or

• confirmation from the purchaser.

Where we voluntarily offer an exchange or credit for a non-faulty gift, this is separate from the purchaser’s statutory rights.

16. Market and craft-fair purchases

There is no automatic statutory right to return a product purchased in person simply because you have changed your mind.

For products purchased from Bonnie Bubbles at a market, craft fair, event or other physical location, we may voluntarily offer an exchange where the product is:

• unused;

• unopened;

• hygiene-sealed;

• in its original condition; and

• accompanied by acceptable proof of purchase.

Any voluntary exchange is at our discretion and does not create an ongoing obligation to accept change-of-mind returns.

Your legal rights remain unaffected where an in-person purchase is faulty, unsafe, damaged, incorrectly supplied or not as described.

17. Proof of purchase

We may request reasonable proof that the product was purchased directly from Bonnie Bubbles.

Acceptable proof may include:

• an order-confirmation email;

• an order number;

• a receipt;

• a card or payment record;

• a Bonnie Bubbles invoice; or

• another reliable record of the transaction.

A lack of a paper receipt does not automatically prevent a valid statutory claim where the purchase can be demonstrated by another reasonable method.

Products purchased from an independent retailer should normally be returned to that retailer because the sales contract is with the retailer.

18. Sale and promotional products

Sale, discounted and promotional products have the same statutory protections as full-price products.

An item is not faulty merely because the price was reduced for a defect or imperfection that was clearly disclosed before purchase.

Change-of-mind rights for eligible distance purchases continue to apply unless a lawful exception applies.

19. Bundles and gift sets

Where an order was sold as a bundle or gift set, you may be required to return the entire bundle to receive a full refund.

Where only part of a bundle is returned, any refund may be adjusted to reflect:

• the products retained;

• the bundle discount;

• any promotional price; and

• the reduced value of an incomplete set.

This does not restrict your legal remedies where an individual product within a bundle is faulty or unsafe.

20. Free gifts and promotional items

Where a refund means that the original order no longer qualifies for a free gift or promotional item, that item must also be returned unused and in its original condition.

Where the promotional item is not returned, we may deduct its stated value from a voluntary or change-of-mind refund where permitted by law.

This does not affect refunds required because goods were faulty, unsafe or misdescribed.

21. Return postage

For a change-of-mind return, you are normally responsible for the return postage cost.

Where a product is confirmed as faulty, unsafe, damaged, incorrect or not as described, Bonnie Bubbles will cover reasonable return costs or provide suitable return instructions.

Please contact us before returning a faulty product so that we can advise you on the appropriate return method.

We may not reimburse an unnecessarily expensive return service where a reasonable lower-cost method was available and had been agreed.

22. International returns

Customers returning products from outside the United Kingdom must contact us before posting the return.

Clearly mark the customs declaration as:

“RETURNED GOODS – NO COMMERCIAL VALUE”

You are responsible for completing the customs documentation accurately.

Bonnie Bubbles is not responsible for customs duties, import charges or handling fees caused by incorrect return documentation.

International change-of-mind return postage is the customer’s responsibility.

Where an international order is faulty, damaged, unsafe or incorrect, contact us before returning it so that an appropriate solution can be agreed.

23. Unauthorised returns

Please contact us before returning a product.

An unauthorised return may delay processing where:

• no order details are included;

• the sender cannot be identified;

• the reason for return is unclear;

• the parcel has unpaid postage; or

• customs documentation is incomplete.

We will take reasonable steps to identify and process legitimate returns.

24. Wholesale and business orders

Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Wholesale returns are subject to:

• the relevant quotation;

• invoice terms;

• wholesale agreement; and

• any written arrangements agreed between Bonnie Bubbles and the customer.

Wholesale customers must inspect products promptly after delivery.

Visible damage, shortages or incorrect items should be reported in writing to sales@bonniebubbles.com within 5 business days after delivery.

Hidden defects should be reported promptly after discovery.

Wholesale stock cannot be returned merely because:

• it has not sold;

• customer demand was lower than expected;

• the retailer changed its product range; or

• the retailer no longer wishes to stock the products.

No product may be returned by a wholesale customer without prior written authorisation.

This section does not exclude liability or remedies that cannot lawfully be excluded.

25. Refunds we cannot provide

Subject to statutory rights, we may refuse or reduce a refund where:

• a change-of-mind return was requested outside the applicable period;

• a hygiene seal was broken;

• the product was used;

• the product was damaged after delivery by the customer;

• the product was stored incorrectly;

• the product was customised or personalised;

• no reasonable proof of purchase can be provided;

• the returned parcel contains a different product;

• the product was purchased from another retailer; or

• the return is fraudulent or abusive.

Each claim will be considered according to its circumstances and applicable law.

26. Cancellations before dispatch

Contact us as soon as possible if you wish to cancel an order before dispatch:

Email: sales@bonniebubbles.com
Telephone: +44 7746 825 489

Where the order has not entered production or been dispatched, we will try to cancel it and issue a refund.

We may be unable to cancel:

• a personalised order already in production;

• a made-to-order product already being produced; or

• an order already handed to the delivery provider.

Where an eligible distance order has already been dispatched, you may use the cancellation and returns procedure set out above.

27. Refused and uncollected deliveries

Where a parcel is refused or not collected, it may be returned to Bonnie Bubbles.

Refusing delivery does not always provide us with sufficient notice that you are exercising a legal cancellation right. You should also contact us directly.

Where a non-faulty parcel is returned because:

• the address supplied was incorrect;

• the parcel was not collected;

• delivery was repeatedly refused; or

• the recipient failed to follow the carrier’s instructions,

we may deduct reasonable delivery and return costs from any refund where lawful.

28. How to contact us about a return

Contact Bonnie Bubbles using the following details:

Bonnie Bubbles
Matheson Services Ltd
11 Lovat Road
Crown
Inverness
IV2 3NT
United Kingdom

Email: sales@bonniebubbles.com
Telephone: +44 7746 825 489
Website: www.bonniebubbles.com

When contacting us, include your order number and a clear explanation of the return or refund request.

29. Changes to this Policy

We may update this Policy to reflect changes to:

• our products;

• our procedures;

• delivery services;

• payment arrangements; or

• applicable law.

The Policy applying to an order will normally be the version in force when the order was placed.

30. Governing law

This Policy and purchases from Bonnie Bubbles are governed by the laws of Scotland.

Consumers living elsewhere in the United Kingdom retain any mandatory protections available under the laws applying to them.

Nothing in this section limits a consumer’s right to bring a claim in another UK court where applicable law permits it.