Returns/Policies

BOBHEAD Returns Policy

Nothing in this policy affects your statutory rights under UK or EU consumer law.

1. Returns Process

2. Returns Period

  • UK & International Consumer Customers (B2C): You have 30 days from the dispatch date to return your item for a refund via your original payment method.
  • Business Customers (B2B): Returns are only accepted if agreed in advance with our Customer Service team and subject to the terms of trade. There is no automatic right of return.
  • Late returns will not be accepted.

3. Return Conditions

  • All items must be returned unworn, unused, and in their original condition, with all tags, labels, and packaging intact (e.g. footwear must be returned in the original box).
  • Products that show signs of wear, use, or damage may not be eligible for a refund. If inspection confirms the goods are not in resalable condition, they will be returned to you.
  • For hygiene and safety reasons, certain products (including helmets, base layers, and protective gear once unsealed) are non-returnable unless faulty.

4. Shipping & Costs

  • All returns are chargeable. Fees are payable via our portal in advance. BOBHEAD does not profit from return processing fees.
  • For international customers, BOBHEAD offers preferential rates through our nominated logistics partners. Where available, this option will appear in our portal.
  • Customers may use their own courier service by selecting the No Carrier option in the portal. However, the goods remain the customer’s responsibility until received at our fulfilment centre.

Return Address (for self-arranged returns ONLY not through portal):
We have an office / shop near Manchester, UK. If you'd like to return any items to us directly, that's no problem! Just drop us an e-mail on louis@bobhead.co.uk and we can arrange a time for you.

BOBHEAD
Unit 30,
New Hall Hey Industrial Estate,
Rawtenstall, Rossendale,
Lancashire, BB4 6HL

5. Responsibility & Liability

  • Returned items remain your responsibility until they reach us. Please ensure they are securely packaged and proof of postage is obtained.
  • BOBHEAD is not responsible for returns lost, delayed, or damaged in transit if you choose your own courier.
  • If items are returned to us in error, we cannot guarantee recovery. If located, you may be asked to cover delivery costs for their return.

6. Refunds

  • Refunds will be processed within 5–7 working days once the goods are received and inspected at our fulfilment centre.
  • Refunds will be made to the original payment method only.
  • Where deductions apply (e.g. items returned used or damaged), you will be notified before the refund is finalised.

BOBHEAD's Seamless Order Process 

Order Placement:
Ordering on BOBHEAD's website (powered by Shopify) is a breeze!

Confirmation and Reference Number:
After payment confirmation, we'll send you a confirmation email along with a unique order number for easy tracking.

Processing Your Order:
Your order data is swiftly transferred to our fulfilment centre, where our dedicated team begins processing your order right away.

Picking and Packaging:
Each order is given special attention. Our team locates, picks, and carefully packages your items for dispatch.

Tracking Information:
Before shipping, each package is labelled with a tracking number. You'll receive this number to monitor your order's journey.

Same-Day Dispatch:
Orders placed before 14:00 London UK time are picked and dispatched on the same day.

Next-Day Processing:
Orders after 14:00 are processed the following day, except on weekends outside of peak periods. 

Delivery:
Sit back and relax! Your goods will be swiftly delivered to your doorstep. 

International Deliveries:
For international shipments, please note that BOBHEAD is not responsible for any duties, taxes, or customs charges that may apply. These fees can vary depending on the product and destination and are the responsibility of the customer.

Refusal of Delivery:
If you choose to refuse delivery due to applicable duties, taxes, or customs charges, please be aware that by placing your order, you acknowledge and accept responsibility for these costs. Should you refuse the delivery, any associated return shipping costs will be deducted from your refund once the returned items are received.

Order Amendment(s)

Sometimes you may want to change your address or realise you ordered the wrong size etc. As soon as you realise this please get in touch and advise our customer service team.

Depending on the stage your order is at will determine whether or not we are able to amend your order on your behalf. 

Once items are beyond "picking" stage we cannot amend your order so you will need to return your order once it arrives.

Insurance:
BOBHEAD recommends that customers arrange for insurance protection to cover large value orders.

Fair Use:
Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and returning loads; unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them; where we refuse multiple returns by you; or returning items worn/used and not matching what was originally ordered.

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.

Wrong Item Received
We aim to always send the correct item, however like every business human error can occur and a genuine mistake can be made. This is a rare occurrence. If this happens return your item as normal and mark your return form were it states "wrong item" 

If you do not complete and return your form this may lead to further delay in resolving your issue.

Exchanges
We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour. All you need to do is place a new order and we will get to work.

Lost in Transit?
If your goods are lost in transit, we'll initiate a claim and investigation process promptly, this can take up to 14 working days.

If you request your item be left in a safe location, with a neighbour, friend or family member or on your door step, your order then becomes your responsibility,

Returns lost in transit are your responsibility. You will need to raise a claim with your nominated courier. 

Faulty Items

What should you do?

We serve thousands of customers so it can happen on occasion.

Before returning your item please contact customer service with an explanation of your issue. We also recommend you provide a photograph(s) as a point of reference. You will then be advised how to proceed.

sales@bobhead.co.uk

Did you buy from BOBHEAD.co.uk?
There are a lot of scammer sites out there, we report these when it is brought to our attention. Please make sure you purchase directly from BOBHEAD.co.uk or one of our Authorised Retailers

https://bobhead.co.uk/pages/authorised-retailers

If you see a deal that is "too good to be true" it is likely a scam so we encourage you to contact us so we can check and validate on your behalf.

Locations not available
We aim to deliver to as many locations as possible however some of our chosen couriers do not offer a service for these locations or we are unable to find a cost effective option for “you” the customer.

Below is a list of locations that we cannot service at the moment. 

  • Afghanistan
  • Belarus
  • Bolivia
  • Cuba
  • Ghana
  • Iran
  • Ivory Coast
  • Kuwait
  • Kyrgyzstan
  • Nieu
  • Nigeria
  • Nevis
  • North Korea
  • Russia
  • Sao Tome & Principe
  • Somalia
  • Sudan
  • Syria
  • Tahiti
  • Western Samoa

Discount Code

Your 10% off introductory discount is a one time use only so please ensure you check our size guides and if unsure we recommend you order 2 or more sizes to avoid missing out on your discount.

If an item is returned your code cannot be reapplied.

All gift cards are non refundable.