Refund policy
We want you to be happy with your Bobber purchase. This policy explains how returns, refunds and our guarantee work. It sits alongside — and never reduces — your legal rights as a consumer under UK law.
Our 30-day return window
You have 30 days from receiving your item to request a change-of-mind return — more than the 14-day cooling-off period required by law. Once a return is approved, the item must be posted back to us within 14 days.
Condition of returned items
To be eligible for a change-of-mind return, items must be unused and in resalable condition: in the same condition you received them, with all tags, accessories and protective wrapping, in their original undamaged packaging. Drinkware must be unused and unwashed. You'll also need your order number or proof of purchase.
If returned items show signs of use beyond what is reasonably necessary to inspect them, are missing tags, accessories or packaging, or are otherwise not in resalable condition, we may make a proportionate deduction from your refund to reflect the loss in value, or decline a change-of-mind return. This does not apply to items that are genuinely faulty.
How to start a return
Please contact us at info@northstarbrands.co.uk with your order number before sending anything back. We'll confirm the return and the return address: NORTH STAR BRANDS, UNIT 33E, CONSETT NUMBER ONE INDUSTRIAL ESTATE, CONSETT, DH8 6SZ. Items sent back without first requesting a return will not be accepted.
Who pays for return shipping
- Change-of-mind returns: You are responsible for return shipping. Please use a tracked service and keep your proof of postage — until the item reaches us it remains your responsibility, and we cannot refund items lost or damaged on their way back.
- Faulty, damaged or incorrect items: We cover return shipping. We'll provide a prepaid label and refund your original delivery cost.
Damaged, faulty or incorrect items
Please inspect your order on arrival. To help us put things right quickly, let us know within 48 hours of delivery if an item is damaged in transit or incorrect, with photos where possible. Reporting after 48 hours does not affect your statutory rights for faulty goods — it simply helps us act faster and raise any courier claim.
Our 5-year guarantee
Bobber products are covered by a 5-year guarantee against manufacturing defects. This is separate from the 30-day return window. For a valid guarantee claim we will repair or replace the item; where neither is possible we'll agree an appropriate remedy with you. The guarantee covers manufacturing faults — not accidental damage, misuse, or normal wear and tear.
Refused, undeliverable or promotional orders
- If a parcel is refused or returned to us undelivered through no fault of ours, we may deduct the return carriage cost from your refund.
- If returning items takes your order below a promotional threshold (for example free shipping, or a free gift), the value of that promotion may be deducted from your refund, or the free gift should be returned with the order.
Non-returnable items
For change-of-mind returns we cannot accept personalised or custom-made items, or gift cards. Sale and clearance items cannot be returned for change of mind — but your rights in respect of faulty goods still apply in full.
Exchanges
The fastest way to get the item you want is to return the original (once the return is accepted) and place a new order for the replacement.
International returns (outside the UK)
For orders shipped outside the UK, you are responsible for return shipping and any associated costs. Original duties, taxes and carrier fees are non-refundable. The EU 14-day cooling-off right below applies to shipments into the European Union.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must meet the condition requirements above and be accompanied by proof of purchase. For change-of-mind cancellations under this right, you are responsible for return shipping costs.
Refunds
We'll notify you once we've received and inspected your return and confirm whether it's approved. Approved refunds are issued to your original payment method within 10 business days; your bank or card provider may take additional time to post the refund. For a statutory cooling-off cancellation of a whole order, your standard outbound delivery cost is included in the refund; any premium delivery upgrade — and, for partial returns, outbound delivery — is non-refundable. If more than 15 business days have passed since we approved your return, please contact us at info@northstarbrands.co.uk.
Policy abuse
We reserve the right to refuse a return or refund where there is evidence of fraud or repeated returns inconsistent with normal use, to the extent permitted by law.
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.