Returns & Refunds Policy
We want you to be completely satisfied with your purchase from Bouchard Finlayson. If you’re not happy with your order, we’re here to help.
Return Eligibility & Notification (48 Hours)
Any return must be notified within 48 hours of delivery. To initiate a return, please contact us via the details on our Contact page with your order number, reason for return, and clear photos where applicable. Returned items must be unused, unopened, and in their original packaging.
Wrong Items Sent (Our Error)
If you received the wrong products, we will arrange collection of the incorrect items and dispatch the correct products at our cost, provided the items are unopened and in resaleable condition.
Damaged or Faulty Products
If your order arrives damaged or faulty, notify us within 48 hours of delivery with photos of the outer carton, inner packaging, and affected items. Once assessed and approved, we will offer a replacement, credit note, or refund in line with applicable consumer laws and courier liability limits.
Change-of-Mind Returns
For general returns due to a change of mind, we will issue a credit note only once the goods are received and inspected. Shipping to return the products is at the customer’s cost, and original shipping fees are non-refundable.
We Don’t Accept Opened Products
For safety and quality reasons, we do not accept returns of opened or partially consumed products (e.g., bottles with broken seals).
Refunds & Credits
Where a refund is approved (e.g., for damaged or faulty items), it will be processed to your original payment method within 5–10 business days after we receive and inspect the return. Credit notes are issued for change-of-mind returns and may be used on future purchases.
Please note:
- Return shipping costs are the customer’s responsibility unless the item was damaged, faulty, or incorrect.
- We recommend using a trackable shipping method for returns.
Non-Returnable Items
The following items are not eligible for return:
- Opened or partially consumed products (e.g., bottles with broken seals)
- Downloadable digital products and gift cards/vouchers
- Personalised or limited-release items where disclosed
Exchanges
Where stock permits, we can exchange defective, damaged, or incorrect items for the same product. For change-of-mind exchanges, normal return conditions apply and shipping is at the customer’s cost.
Late or Missing Refunds
If you haven’t received an approved refund yet:
- Double-check your bank account
- Contact your card issuer or bank (processing times may vary)
- If you still haven’t received your refund, please contact us