At London Bus Pal Shop, we want you to be completely satisfied with your purchase. This policy explains your rights and our process for returns and refunds.
Your Legal Rights
As a consumer, you have legal rights when purchasing goods from us. Under UK consumer protection law, you are entitled to:
- A refund, repair, or replacement if goods are faulty or not as described
- Cancel your order within 14 days of receiving your goods (online purchases)
- Return goods within 14 days of notifying us of your cancellation
Important: This policy is offered in addition to your legal rights as a consumer and does not affect your statutory rights.
Faulty or Damaged Items
If you receive an item that is:
- Damaged during shipping
- Defective or not working properly
- Significantly different from what was described
- Misprinted or has quality issues
We will provide a replacement or full refund at no cost to you.
How to Report Faulty Items
Please contact us within 30 days of receiving your order at shop@buspal.app with:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
Change of Mind Returns
If you simply change your mind about your purchase, you have 14 days from receiving your order to notify us that you wish to cancel.
Conditions for Change of Mind Returns
- Items must be in original condition, unworn, and unwashed
- Items must be in original packaging where possible
- You must notify us within 14 days of receiving your order
- You have a further 14 days to return the item after notification
Return Shipping
For change of mind returns, you are responsible for return shipping costs unless the item was sent incorrectly due to our error.
How to Request a Return or Refund
Email us at: shop@buspal.app
Please include:
- Your order number
- Reason for return/refund request
- Photos (if reporting a faulty item)
We will respond within 2 business days with instructions on how to proceed.
Refund Process
Once we receive and process your return request:
- Refunds will be issued to your original payment method
- Refunds typically take 3-5 business days to appear in your account
- You will receive email confirmation when the refund is processed
Items We Cannot Accept Returns For
- Items damaged by normal wear and tear
- Items damaged through misuse or negligence
- Items returned more than 14 days after the notification period
- Items that have been washed or worn extensively
Replacements
For faulty items, we typically offer a replacement as the first option. Replacement items will be shipped at no additional cost to you.
Lost or Undelivered Orders
If your order hasn’t arrived within the estimated delivery timeframe:
- Check with your local post office or delivery service
- Ask neighbors if they accepted delivery on your behalf
- Contact us at shop@buspal.app with your order number
We will investigate with our shipping partners and provide a replacement or refund if the package is confirmed lost.
International Orders
Customers outside the UK have the same return rights, however:
- Return shipping costs are the customer’s responsibility
- Customers are responsible for any customs duties on returned items
- Additional processing time may apply
Contact Us
If you have questions about returns or refunds, or need to report an issue with your order:
Email: shop@buspal.app
Response Time: Within 2 business days
Business Address: Mulder Digital Ltd, 2nd Floor College House, 17 King Edwards Road, Ruislip, London, United Kingdom, HA4 7AE (please do NOT return items to this address as we do not have space to take items here – an address will be provided once you have reported an issue)
Policy Updates
We may update this returns and refunds policy from time to time. Any changes will be posted on this page with an updated revision date.