Bison Hill products are built to last. If something is not right, we will sort it.
Your right to cancel (no-fault returns)
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, for any reason.
To exercise this right, notify us within 14 days of delivery:
- Email: wow@bisonhill.uk
- Phone: 01737 249 020
- Post: Bison Hill, 15 Bell Street, Reigate, Surrey, RH2 7AD
Once you have told us, you have a further 14 days to return the item to us.
Condition of returned goods
Items must be returned in the same condition you received them — unused and with original packaging where possible. We reserve the right to deduct an amount reflecting any reduction in value if the goods have been handled beyond what is necessary to inspect them.
Return postage
For no-fault returns, the cost of return postage is your responsibility. We recommend a tracked service — we cannot accept liability for items lost in transit to us.
Refunds
Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are made to the original payment method and include the standard delivery cost you paid at checkout. If you selected an enhanced delivery option, we refund only the standard rate.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged in transit, or is not what you ordered, the Consumer Rights Act 2015 applies. You are entitled to:
- Within 30 days of delivery: a full refund — no quibble.
- After 30 days, within 6 months: a repair or replacement in the first instance. If that is not possible, a full or partial refund.
- After 6 months: you will need to demonstrate the fault was present at the time of purchase. We will still do our best to help.
For faulty or damaged items, we cover return postage. Email us at wow@bisonhill.uk and we will send a prepaid label or reimburse reasonable postage costs.
Personalised items
Items embroidered or personalised to your specification (name, text, logo) are made to order and cannot be returned under the no-fault cancellation right, unless they arrive faulty or incorrect. Your statutory rights for faulty goods still apply in full.
How to return
- Email wow@bisonhill.uk with your order number and reason for return.
- We will confirm the return and, where applicable, send a prepaid label.
- Pack the item securely and post to: Bison Hill Returns, 15 Bell Street, Reigate, Surrey, RH2 7AD.
- Once received, we process your refund or replacement within 14 days.
These terms do not affect your statutory rights. For full legal details see our Terms and Conditions.