LAST UPDATED: 30 AUGUST 2026
This Return and Refund Policy explains how ERLEBE LIMITED, trading as Bucavo (“Bucavo”, “we”, “us” or “our”), handles cancellations, returns, faulty or incorrect products and refunds.
This policy does not exclude or restrict any mandatory consumer rights available under applicable law.
CONTACTING US
To request a cancellation, return or refund, contact:
Email: bucavors@gmail.com
Phone: +44 7451 243 585
Include your order number, the email address used at checkout, a description of the request and photographs or videos where the product is damaged, defective, incomplete or incorrect.
Do not return a product before receiving return instructions and the correct return address. Our registered office is not automatically our returns warehouse.
30-DAY VOLUNTARY RETURN PERIOD
In addition to applicable statutory rights, Bucavo offers a voluntary 30-day return period beginning on the date the product is delivered.
To qualify for a voluntary change-of-mind return:
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The return request must be submitted within 30 calendar days after delivery.
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The product must be returned in substantially the same condition in which it was received.
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The product must not have been used beyond what is reasonably necessary to inspect its nature, characteristics and operation.
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All components, accessories, manuals and other included materials must be returned.
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Where reasonably possible, the product should be returned in its original packaging.
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Proof of purchase must be provided.
We may reduce a refund where permitted by law if handling beyond what would reasonably be allowed in a physical shop has diminished the product’s value.
UK AND EEA CANCELLATION RIGHTS
If you are a consumer in the United Kingdom or another jurisdiction providing an equivalent statutory cancellation right, you may cancel most eligible online purchases without giving a reason.
For UK consumers, the statutory cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If one order contains several goods delivered separately, the cancellation period normally ends 14 days after receipt of the final item, lot or piece.
You must notify us clearly of your decision to cancel before the cancellation period expires. You may contact us by email or use the Model Cancellation Form available on our website, although use of that form is optional.
After notifying us of cancellation, you must normally return the goods within 14 days.
STATUTORY CANCELLATION EXCEPTIONS
The statutory change-of-mind cancellation right may not apply to certain products, including:
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Products made to your specifications or clearly personalised.
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Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed.
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Products that are liable to deteriorate or expire rapidly.
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Sealed audio, video or software products once unsealed.
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Digital content supplied without a physical medium after performance has begun with the consumer’s prior consent and acknowledgment that the cancellation right will be lost.
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Other products or services excluded by applicable law.
These exceptions do not remove rights relating to goods that are faulty, unsafe, misdescribed or otherwise non-conforming.
RETURN SHIPPING COSTS
For a voluntary change-of-mind return or statutory cancellation, the customer is responsible for the direct cost of returning the product unless:
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We agreed to pay the return cost;
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The product is faulty, damaged, incorrect or not as described; or
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Applicable law requires us to bear the cost.
Use a tracked return service and retain proof of dispatch. Bucavo is not responsible for a voluntary return lost before it reaches the designated returns location.
Do not send returns to the registered office unless our support team expressly instructs you to do so.
DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT PRODUCTS
Inspect the order reasonably promptly after delivery.
If a product arrives damaged, defective, incomplete or different from what you ordered, contact bucavors@gmail.com promptly. Include:
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Your order number;
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A description of the problem;
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Photographs or video of the product;
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Photographs of the packaging and shipping label where relevant; and
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Confirmation of all components received.
Do not discard the product or packaging while the matter is being reviewed unless doing so is necessary for safety.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, price reduction or refund. Reasonable return costs for confirmed faulty, damaged, incorrect or misdescribed goods will be borne by us where required by law.
UK consumers may have a short-term right to reject qualifying faulty goods within 30 days under the Consumer Rights Act 2015. Additional repair, replacement, price-reduction or final-rejection rights may continue after that period.
NON-RETURNABLE OR REDUCED-REFUND SITUATIONS
Except where mandatory law provides otherwise, we may refuse a voluntary return or reduce the refund where:
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The request was submitted after the applicable return period.
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The product was damaged through misuse, neglect, accident, improper storage, unauthorised repair or failure to follow instructions.
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Parts, accessories or included materials are missing.
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The product was used beyond what was reasonably necessary to inspect it.
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The returned product cannot be matched to a Bucavo order.
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A statutory exception to cancellation applies.
Sale and discounted products receive the same statutory protections as full-price products.
REFUND AMOUNTS
Approved refunds are issued to the original payment method unless another method is expressly agreed and legally permitted.
For a qualifying statutory cancellation, we will refund:
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The price paid for the returned goods; and
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The cost of our least expensive standard outbound delivery option offered for the order.
If you selected premium or expedited delivery, the difference between that service and the least expensive standard delivery option is not refundable unless required by law.
Import duties, customs charges and third-party handling fees paid directly to authorities, carriers or brokers are not normally refundable by Bucavo because they were not paid to us. Contact the relevant authority or provider regarding those charges.
REFUND TIMING
Where a statutory cancellation right applies, we will process the refund without undue delay and no later than 14 days after:
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We receive the returned goods; or
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You provide satisfactory evidence that the goods were sent back,
whichever occurs first.
For other approved refunds, we aim to process the refund promptly after completing any necessary inspection.
Banks, card issuers and payment providers may require additional time to display the refund after we issue it.
EXCHANGES
We do not guarantee direct exchanges. The simplest process may be to return the original product for a refund and place a new order.
If the product is defective, damaged or incorrect, contact us before purchasing a replacement so that we can determine the appropriate remedy.
ORDER CHANGES AND CANCELLATIONS BEFORE DISPATCH
Contact bucavors@gmail.com immediately if you need to change or cancel an order.
We will make reasonable efforts to assist, but cannot guarantee cancellation or modification after payment review, processing, packing or fulfilment has begun.
If the order has already been dispatched, you may need to use the applicable returns process after delivery.
CHARGEBACKS AND PAYMENT DISPUTES
Please contact us first if you believe a transaction is incorrect or a refund is overdue. This allows us to investigate the order and attempt to resolve the issue promptly.
Nothing in this section prevents you from exercising rights available through your bank, payment provider or applicable law.
CONTACT
ERLEBE LIMITED trading as Bucavo
Email: bucavors@gmail.com
Phone: +44 7451 243 585
Registered office: 71–75 Shelton Street, London, England, WC2H 9JQ
Company number: 17400583
Registered in England and Wales