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Returns & Refunds

Last updated: 1 August 2026

Before your order leaves us, someone checks it by hand, photographs it and films it being packed. We'd rather spend a few extra minutes at our end than have you open a parcel and find something wrong.

It also means that if there's a problem later, we're not guessing. We can look up your order and see exactly what went into the box and what condition it was in.

Here's how returns work with us. It's worth a read before you order.

The short version

If the item is faulty, we sort it out completely free. Prepaid return label, and your choice of a replacement, a full refund including delivery, or store credit with extra on top. You pay nothing.

Everything else is not a full refund. Changed your mind, ordered the wrong size, don't like it in person those returns are assessed on the condition the item comes back in, and we deduct up to 25% of what you paid. You also pay the return postage, and the original delivery charge isn't refundable.

How much gets deducted is up to you. Sealed and untouched, you get everything back. Tried on with the tags still attached, you're looking at 0–5%. Worn, washed, fitted, packaging binned or accessories missing, that's where the full 25% lands and washed or altered items we can't take back at all.

You've got 15 days from delivery to start a return, and 7 days after that to post it.

Sizing is the big one. Check the size guide and measure before you buy. If you're unsure, email sales@bullantic.com and we'll tell you honestly which size to take. It's free and it takes us a day.

The full detail is below.

1. What we do before your parcel goes out

Every order goes through the same routine:

We check the item against your order line by line size, colour, variant, quantity.
We look it over for defects, marks, damage and missing bits.
We photograph the item and everything that goes with it.
We film the packing, start to finish, so there's an unbroken record of the item's condition when it was sealed.
We weigh the sealed parcel and log it against your order number.

We keep all of this for [90] days and pull it up whenever a return or claim comes in. If what you're telling us doesn't match what our footage shows, we'll send you the footage so you can see what we're looking at.

2. You have 15 days

The clock starts the day your order is delivered, not the day you ordered it, and you get 15 calendar days to open a return.

After day 15 we can't process a return, whatever the reason, unless the item has a manufacturer warranty (see Section 9).
Once we've approved a return, get it in the post within 7 days. Later than that and we may refuse it or apply a further deduction.

We've made this window longer than the law requires so you've got proper time to look at what you've bought. Please use it.

3. If something's faulty, damaged or wrong

This is the one we drop everything for, and we pay for it.

3.1 What counts

A manufacturing defect that was there when it arrived
Damage that happened in transit
We sent you something other than what's on your order confirmation
Something listed as included is missing

3.2 What we need from you

Email sales@bullantic.com within 48 hours if it's transit damage, or any time inside the 15 days for a defect and send us:

Your order number
Clear photos of the problem, taken somewhere with decent light
Photos of the outer box too, including any crushing, tears or signs it's been opened
A sentence or two on what's wrong
An unboxing video if you have one. Nothing gets a claim approved faster.

3.3 What happens next

We'll check your photos against our packing record. If it's a genuine fault:

We send you a prepaid return label you don't pay postage
You pick what happens next: a free replacement, a full refund including what you paid for delivery, or store credit with [10]% extra on top
Nothing is deducted

If we got it wrong, that's on us, and you won't pay a penny for it.

One thing to be clear about: ordering the wrong size isn't a fault. If we sent the size on your order confirmation, there's nothing wrong with the item, and the return falls under Section 4.4 below. If we sent a different size than you ordered, that's our mistake and this section covers it in full.

4. If you've changed your mind

We're a small team. Every item that goes out has been checked, packed and photographed by hand, and when something comes back for reasons that aren't our fault, that work is gone and we usually can't sell the item as new again.

So we do accept change-of-mind returns, but on the terms below.

4.1 What condition it needs to be in

Back with us inside the 15 days
Unused and unworn, apart from the handling you'd reasonably do to see what it is and how it works the same look-over you'd give it in a shop
In its original packaging, with tags, seals, films, manuals, cables and accessories all there
No smoke, perfume, aftershave or pet hair
No marks, scuffs, hairs, makeup, scratches or signs it's been fitted or installed

4.2 About the deduction

If something comes back in a state where we can't sell it as new, we deduct up to 25% of what you paid for it to reflect what it's now worth.

This isn't a punishment and it isn't automatic. We work it out from the condition of the item when it reaches us, compared side by side with the photos we took before it went out.

How it arrives back	What we usually deduct
Sealed, never opened	Nothing
Opened but unused, packaging and accessories all there	0–5%
Packaging damaged or missing	10–15%
Clearly used, worn, fitted, or missing accessories	We can't accept it
Used past the point of resale, badly soiled, or major parts missing	We can't accept it

You'll always hear the figure from us before we refund you, with photos of the item as it arrived. If you think we've got it wrong, say so and if you'd rather have the item back than accept the refund, we'll post it to you at your cost.

4.3 Who pays the postage

For change-of-mind returns, you do. What you originally paid for delivery isn't refundable either, and neither are shipping upgrades.

Use a tracked, insured service. Until the parcel is in our hands it's still your responsibility, and we can't refund something that never turned up.

4.4 Sizing please check before you buy

Getting the size wrong counts as changing your mind, and it carries the deduction in Section 4.2 — up to 25%.

Sizing causes more returns than anything else, and it's the easiest thing to get right. Before you order:

Look at the size guide on the product page. Every listing has one. Sizes vary between brands, between ranges from the same brand, and sometimes between batches. The size that fits you in one label won't necessarily fit you in another.
Measure yourself and compare against the garment measurements, not against the number on the label you normally buy. Where we've published flat measurements, work from those.
Read the fit notes. If something runs small, large, short, long or narrow, we say so in the description.
Or just ask us. Email sales@bullantic.com with your measurements and what you're looking at, and we'll tell you straight which size to go for or tell you if we don't think it'll work for you at all. It's free, we reply in a day or two, and it's a lot cheaper than posting something back.

How we assess a size return

Try it on. That's fine, and it won't cost you anything on its own it's what you'd do in a fitting room. What matters is the state it's in when it reaches us.

How it arrives back	What we usually deduct
Tried on, unworn, tags still attached, packaging fine	0–5%
Tags off or reattached, packaging damaged or gone	10–15%
Signs of wear body odour, deodorant, makeup, fake tan, pet hair, creasing	Up to 25%
Washed, altered, taken up, pressed, or worn outside	We can't accept it

Anything sent back as "wrong size" that's obviously been worn rather than tried on gets the full 25%. Anything washed or altered can't be resold at all, so we can't refund it.

Please don't order two sizes planning to send one back. We're not set up for it, and both items fall under this section.

5. What we can't take back

For hygiene, safety and legal reasons, these are out unless they're faulty:

Sealed personal care, cosmetic, grooming or intimate items once the seal is broken
Earrings and other pierced jewellery
Underwear, swimwear and hosiery once the hygiene strip is off
Food, drink and anything perishable
Made-to-order, personalised, engraved or custom-built items
Digital downloads, licence keys and gift cards once they've been sent or redeemed
Clearance, final sale, ex-display and "as is" items
Anything where a security tag, serial sticker or tamper seal has been removed or tampered with

None of this affects your rights if an item turns out to be faulty.

6. How to start a return

Email sales@bullantic.com with RETURN – [ORDER NUMBER] in the subject line, within 15 days of delivery.
Tell us whether it's faulty, a change of mind, or a sizing issue, and attach the photos from Section 3.2 if they apply.
Wait for your return authorisation (RA) number. We usually reply within 1–2 business days.
Don't post anything before you have that number. Parcels that turn up without one get refused and sent back to you at your cost.
Pack it properly, ideally in the box it came in, and write the RA number clearly on the outside.
Post it to the address in your authorisation email, and send us the tracking number.

7. Getting your money back

Once your return arrives:

We check and photograph it within 3 business days
We compare it against our packing record
We email you the outcome, including any deduction and why
Approved refunds go back to the original payment method within 5–10 business days

Banks then take their own sweet time often another 3–5 working days before it shows up. If it's been 10 working days since our confirmation email and there's still nothing, check with your bank first, then come back to us and we'll give you the transaction reference.

We can only refund the card or account that paid. We can't send it somewhere else, or to someone else.

8. Exchanges

We don't do straight swaps. Stock moves too quickly, and holding items back creates delays for everyone. Instead:

Send the original back under this policy
Order the one you actually want

If the return is a fault, tell us when you first get in touch and we'll send the replacement out straight away, without waiting for the faulty one to come back.

9. Manufacturer warranties

Some things come with a manufacturer warranty that runs well past our 15 days. Where that applies, it's on the product page.

After 15 days those claims go directly to the manufacturer under their terms. We'll give you your proof of purchase and whatever paperwork they ask for.

10. Missing parcels

If tracking says delivered and it isn't, tell us within 7 days. We'll open an investigation with the courier. They usually take 5–10 business days, and we can't refund or replace until they've finished that's their process, not ours.

If a parcel comes back to us because the address at checkout was wrong or incomplete, we'll refund the item minus the original postage and whatever the courier charges us to return it. Worth double-checking your address before you hit pay.

11. When people take the mickey

We keep records of returns by customer and by address. If someone's making claims that don't hold up, repeatedly reporting damage our footage clearly rules out, wearing things and sending them back, or trying to return items that aren't the ones we sent, we'll stop serving them and may block the address from ordering. Where it's outright fraud, we report it to our payment provider and, if it's serious, to the police.

This almost never comes up. But it's here so you know where we stand.

12. Your legal rights

Nothing here takes away rights you already have.

If you're a consumer in the UK or EU, you can cancel most online orders within 14 days of delivery without giving a reason, and you get another 14 days to send the goods back. If you do that, we'll refund the item and the standard delivery charge you paid. We may deduct something for any drop in the item's value caused by handling it more than you needed to work out what it is and whether it works that's the deduction in Section 4.2. Return postage on a cancellation is down to you.

You've also got separate rights under the Consumer Rights Act 2015 if something is faulty, isn't as described, or isn't fit for purpose including the right to reject it within 30 days of delivery for a full refund. Those rights sit alongside everything above and come first.

13. Talk to us

Bullantic Email: sales@bullantic.com

We reply to every email. If there's a problem with your order, tell us before you leave a review or open a dispute. Nine times out of ten we can sort it out the same week.