Returns
How do I return my order?
We believe you'll love your Hell Bunny pieces but if you've changed your mind, please see some important information below:
Items must be returned to us within 30 days of the delivery date.
We do not provide a free return service so please make sure you send your returned goods safely. We recommend you post your items back using a tracked service as you are responsible for your package until it reaches our warehouse. We cannot be held responsible for any parcels that get lost or damaged on the way back to us.
Returning With Evri
You can create your return through the Evri Hell Bunny portal here by entering "Hell Bunny" under "Retailer's name". This service offers a discounted return rate for you, and the ability to track your return through the Evri website/app.
Please note that although we provide you with this link for ease, we are not affiliated with Evri, and the safety and security of your parcel still lies between Evri and yourself. However, if you require any assistance with this or have any concerns, our customer service team will be happy to advise.
If you need a new size or colour, please place a new order as we do not offer exchanges.
We encourage you to try on your order like you would in a shop (to make sure it is perfect for you!) but please don't actually wear it. All items are inspected upon return and, in order to receive a full refund, all items must be returned to us unworn, unused and in the same condition you received them. This includes being sent with their original packaging and all tags and labels attached.
Once your returned items have been checked by our warehouse team. Allow 10 working days (not including weekends and bank holidays) From the date that the parcel arrived back to us for the refund to be processed. Please note, this will exclude any postage and packaging costs.
You will find your returns slip in with your order.
Hygiene and our customers’ safety is incredibly important to us, so certain items can’t be returned for refunds including:
- Any items with the hygiene sticker removed, eg. swimwear
- Face coverings with the seal broken or tampered with.
We cannot accept returns for any items that have been worn or marked. This includes, but is not limited to:
- Make-up
- Deodorant or perfume
- Pet hair or dander
- Cigarette smoke
- Food spillages
Faulty Items
We take the utmost care sourcing our manufacturers to create our items, however, we understand that on rare occasions this can happen.
If you find a garment to be faulty, please contact our Customer Service team at help@hellbunny.com as soon as possible, providing detailed images along with your order number. They will arrange a free returns label so you can send the item back to us. Items must be returned to us within 30 days of the delivery date. When your item has been returned, it will be inspected by our design team and, if deemed a manufacturing fault, we will refund the item amount to its original payment method. ( please note that if the item is out of our returns policy, be worn or washed, please contact customer services to inform them you will be returning the item for inspection but this will be at your own cost.) All the above still applies.
Return Address
Popsoda Ltd
Hell Bunny
If you have any problems, please do not hesitate to contact our Customer Service team by email at help@hellbunny.com
Where is my refund?
We know it can be frustrating when you are waiting for a refund. Please be aware it can take up to 10 working days for the refund to be processed after your return has been received by our warehouse team. We will be in contact within this time if we need any more information from you regarding your return.
Refunds from Gift Cards will be given on a Hell Bunny Gift Card.
The following information is taken from our Terms & Conditions and provides further information on our returns policy:
15.1 This Section applies to the return of Goods to Hell Bunny, whether pursuant to your statutory rights, Hell Bunny's voluntary returns policy or any other rights available under these Terms or applicable law.
15.2 Hell Bunny may require Customers to initiate a return through the Website, an online returns portal, Customer Services or any other return process made available from time to time. Customers should follow the applicable return instructions provided by Hell Bunny.
15.3 Unless otherwise stated by Hell Bunny or required by applicable law, returned Goods must:
a) be returned in a clean condition;
b) include all original accessories, tags, labels and packaging where reasonably possible;
c) not have been altered, damaged or used beyond what is reasonably necessary to inspect them; and
d) be securely packaged to minimise the risk of damage during transit.
15.4 Hell Bunny reserves the right to inspect all returned Goods before processing any refund, exchange, replacement or other remedy.
15.6 Goods which are excluded from return under applicable law or these Terms, including personalised Goods or Goods excluded for health protection or hygiene reasons once unsealed, may not be eligible for return unless faulty or otherwise required by law.
15.7 Where Hell Bunny offers exchanges, store credit or alternative remedies beyond a customer’s statutory rights, such arrangements are entirely voluntary and may be amended or withdrawn at any time.
15.8 Customers are responsible for ensuring that the correct Goods are returned. Hell Bunny accepts no responsibility for unrelated items mistakenly included within a return parcel.
15.9 If Hell Bunny receives Goods which cannot reasonably be identified or matched to an Order, Hell Bunny may be unable to process the return until sufficient information has been provided by the Customer.
15.10 Hell Bunny reserves the right to refuse returns or suspend Customer accounts where it reasonably believes that returns are being abused, fraudulent activity has occurred or these Terms are otherwise being misused.
15.11 Hell Bunny may introduce, amend or withdraw return methods, return locations, collection services, return labels, self-service return portals or other return processes from time to time without prior notice, provided this does not affect any mandatory statutory rights.
15.12 Nothing in this Section affects any statutory rights relating to faulty, damaged, misdescribed or non-conforming Goods.
15.13 Where Hell Bunny operates a voluntary returns policy extending beyond Customers' statutory rights, the applicable return period and eligibility criteria will be communicated on the Website or at the time of purchase. Hell Bunny may amend or withdraw such voluntary policy from time to time, provided this does not affect any statutory rights.
15.14 Until returned Goods are received by Hell Bunny, the Customer remains responsible for them. Customers are encouraged to use an appropriately tracked or insured return service where appropriate. Hell Bunny is not responsible for returned Goods lost or damaged in transit before they are received.
15.15 Where Hell Bunny provides prepaid return labels or other return services, their availability, cost and conditions of use may vary depending on the Customer's location, the reason for the return and any applicable promotional or statutory rights.