Return policy

If you need to return an item please contact the branch you ordered from, or our customer service team. 

Contact customer service:

Call our Customer Services team on +44 20 8965 7972
Monday to Friday: 07:00 - 17:00
Saturdays: 07:00 - 14:00
Email us at: [email protected]

Your cancellation rights of the Contract and return of the Goods

If you have ordered Goods on our website or over the phone, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept your order or we deliver the Goods to you or when you collect the Goods, which is the date the contract between us is formed. You will need to notify us of your cancellation within 14 days of receiving the Goods and return the Goods to us within a further 14 days (28 days in total). During this period, you may cancel your order and receive a full refund provided the Goods are returned to us in accordance with the requirements in this cancellation clause below and if the order is click and collect subject to the terms in the click and collect clause. This clause does not affect your right to return faulty or miss-described goods. Without affecting your cancellation rights, you can cancel your order for Goods at no cost, at any time before we dispatch the Goods.

The goods you want to return must be unopened, unused and in a fully resalable condition.

To exercise your right of cancellation Goods must be returned to IBB branch and you must provide us with details of the Goods ordered, your contact details and the reason for the cancellation. You may only return Goods to us during our branch opening hours.

Full refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.

If you do not return the Goods as required under this clause, we may charge you a sum not exceeding our reasonable direct costs of recovering the goods and/or replacing any goods that are damaged. If the Goods are faulty we will refund the cost of standard delivery only, or use our own collection service to collect the items.

Once you have notified us that you are cancelling the contract and returned Goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Faulty products

If goods are faulty then please return the product as soon as possible so we can quickly arrange a credit or refund and inform the supplier on your behalf.

To prevent any damage to the Goods, the packaging must be removed immediately once received by the Customer to ensure the Goods are not adversely affected by the wrapping.

Damages, faults, quality issues or delivery errors not reported within 24 hours of receipt will not qualify for return, replacement or refund.

Refunds will be made within two weeks of receiving the returned goods using the original method of payment. All goods must be returned in their original condition. If items or packaging have been used or damaged we reserve the right to apply a restocking or repair fee and this will be deducted from the refund.

All return shipping costs are at your expense and are non-refundable.

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