Refund policy

At Boxpair, we want you to feel confident when ordering from us. If something isn’t right with your order, just get in touch and we’ll help you work out the best way to return the item or arrange a refund.

This policy applies to purchases made through boxpair.co.uk.

30-Day Returns

If you change your mind about a purchase, you have 30 days from the date your order is delivered to request a return.

For a standard return, the item should:

  • Be unused and unworn
  • Be in the same condition as when you received it
  • Have its original tags attached, where applicable
  • Be returned in its original packaging where reasonably possible
  • Include your order details or another proof of purchase

We accept eligible returns within this 30-day period, including change-of-mind returns, provided the above conditions are met.

Your statutory rights under UK consumer law are not affected by this policy.

How to Request a Return

Please contact us before sending an item back.

When contacting us, please include:

  • Your order number
  • The name used to place the order
  • The item you would like to return
  • The reason for the return

You can contact us through our website or email us at info@boxpair.co.uk.

Once we receive your request, we’ll explain the next steps and provide the correct return instructions.

Please don’t send a return to the address on your original parcel unless we have specifically asked you to do so.

Return Shipping

For eligible standard returns covered by our 30-day return policy, Boxpair covers the return shipping cost.

We’ll provide the relevant return instructions once your return request has been accepted.

If you have already arranged return postage yourself, please contact us before sending the parcel so we can confirm the correct process.

Damaged, Faulty or Incorrect Items

We recommend checking your order as soon as it arrives.

If your item arrives damaged, is faulty, or you receive the wrong product, please contact us as soon as possible after delivery, ideally within 48 hours of delivery so we can look into it as quickly as possible. Your statutory rights are not affected if you report it later. 

Please send us:

  • Your order number
  • A short description of the issue
  • Clear photos of the item and the problem
  • A photo of the packaging and shipping label

If your parcel arrived damaged, please keep the original packaging until we’ve finished looking into the issue.

If we confirm that the item was damaged, faulty, or incorrectly supplied, we’ll arrange an appropriate solution, which may include a replacement or refund.

You won’t be responsible for return costs when an item is confirmed to be faulty, damaged on arrival, or incorrectly supplied.

Refunds

Once we receive your return, we’ll check the item to make sure it meets the relevant return conditions.

If your return is approved, your refund will be sent back to your original payment method.

We aim to inspect returns within 3 business days of receiving them, and to send approved refunds within 5 business days after that. Once processed, the time it takes for the refund to appear in your account can vary depending on your bank or payment provider.

If there’s an issue with your return, we’ll contact you before taking any further action.

Your statutory rights regarding refunds and faulty or misdescribed goods remain unaffected.

Exchanges

We don’t normally offer direct exchanges.

If you need a different size, colour, product, or variation, the easiest option is usually to return the original item and place a new order.

If the product is faulty, damaged, or was sent incorrectly, please contact us first so we can help with the appropriate solution.

Items That Cannot Be Returned

For hygiene reasons, socks and underwear must be unworn and unused to be eligible for a change-of-mind return.

This does not affect your legal rights if an item is faulty, defective, not as described, or otherwise fails to meet the requirements of UK consumer law.

Late or Missing Refunds

If we’ve confirmed that your refund has been processed but you haven’t received it yet, please check your original payment account and contact your bank or payment provider first.

If you still can’t locate the refund, contact us with your order number and we’ll check it for you.

Cancelling an Order

If you’ve placed an order and would like to cancel it, please contact us as soon as possible.

If your order hasn’t been dispatched, we’ll make reasonable efforts to cancel it before it enters the fulfilment process.

If it has already been dispatched, you may need to follow the relevant return or cancellation process after delivery.

Where applicable, your statutory cancellation rights for online purchases continue to apply.

Your UK Consumer Rights

This policy explains our usual returns process and does not remove or restrict any rights you have under UK consumer protection law.

If an item is faulty, defective, not as described, or doesn’t meet the legal requirements applicable to the sale, you may have additional rights depending on the circumstances. These may include a repair, replacement, refund, or another appropriate remedy.

Statutory cancellation rights may also apply to qualifying online purchases.

Need Help With a Return?

If you have a question about a return, refund, damaged item, or incorrect order, just get in touch with your order number and we’ll do our best to help.

Business Name: Boxpair

Email: info@boxpair.co.uk

Address: 23, Bosden Avenue, Hazel Grove, Stockport, SK7 4LH, United Kingdom

Operating Hours: Monday to Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: Closed
Response Time: We aim to respond within 24 to 48 hours