Refund & Return Policy
Refund & Return Policy
Our Returns Policy
We hope that you will be completely satisfied with your Bow Brand purchase. However, if you change your mind, most standard products may be returned within 30 days of delivery, subject to the conditions below.
To qualify for a return under our voluntary 30-day returns policy, the product must be:
- unused, unstrung, uncut and unaltered;
- in the same condition in which it was received; and
- returned in its original packaging.
Please include your order number, receipt or another form of proof of purchase with your return.
This returns policy is in addition to, and does not affect, your statutory rights.
Cancelling an Online Order
You may cancel an online order by contacting us within 14 days of receiving it. You then have a further 14 days in which to return the product.
You may inspect the product as you would in a shop. However, we may reduce the refund if the product has been handled more than is reasonably necessary to inspect it and this has reduced its value.
Custom-made, bespoke or personalised strings cannot normally be returned because you have changed your mind. This does not affect your rights if the product is faulty, damaged or not as described.
Faulty, Damaged or Incorrect Products
Please contact us as soon as possible if your order arrives damaged, contains an incorrect product or appears to have a manufacturing fault.
Email strings@bowbrand.co.uk, quoting your order number and providing photographs where appropriate. We will assess the issue and advise whether the product should be returned.
Where a product is confirmed to be faulty, damaged in transit or supplied incorrectly, we will arrange an appropriate replacement or refund and reimburse reasonable return postage costs.
Nothing in this policy limits your statutory rights in relation to faulty goods.
Refunds
Once your return has been received and inspected, we will email you to confirm whether the return has been approved.
Approved refunds will be issued to the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned product or satisfactory evidence that it has been sent back.
Your bank or payment provider may require additional time to show the refund in your account.
Where an order is cancelled within the statutory cancellation period, we will also refund the cost of our standard delivery service. Any additional amount paid for an enhanced or express delivery service will not normally be refunded.
We may reduce a refund where a returned product:
- has been fitted, strung, cut, altered or used;
- is damaged for reasons unrelated to a fault or error by Bow Brand; or
- has been handled beyond what was reasonably necessary to inspect it.
Returns received outside the applicable returns period will be considered at our discretion, unless the product is faulty or the customer has another statutory right to a remedy.
Exchanges
We replace products that are faulty, damaged in transit or supplied incorrectly.
To request a replacement, please email sales@bowbrand.co.uk before returning the product. Include your order number, a description of the problem and photographs where appropriate.
For a change of gauge, model or product, please return the original product in accordance with this policy and place a new order.
Returning a Product
Please send authorised returns to:
RETURNS
Bow Brand Strings
Highgate
King’s Lynn
Norfolk
PE30 1PT
United Kingdom
Please include your name, order number and contact details inside the package so that we can identify and process your return.
Unless the product is faulty, damaged in transit or supplied incorrectly, you are responsible for the cost of returning it.
We recommend using a tracked postal service and retaining proof of postage, particularly when returning higher-value products. Bow Brand cannot process a return until the product has been received or satisfactory evidence of return has been provided.
Questions About a Return
For assistance with a refund, replacement or return, please contact: