UNDERBOBO
Customer Policies

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Please review our store policies before purchasing. Click a policy card below to switch content on this page.

Returns & Exchanges Policy

Quick Summary

  • Non-faulty in-store purchases: you may request an exchange within 14 days of the date of purchase, subject to the conditions below.
  • No refunds for non-faulty in-store items: we do not offer refunds for non-faulty items purchased in our shop.
  • Faulty or misdescribed goods: you may be entitled to a repair, replacement, price reduction, or refund in accordance with applicable consumer law.
  • Faulty goods within 30 days: if the item is faulty and you return it within 30 days of purchase, you may choose a full refund of the faulty item.
  • Proof of purchase: a receipt, order confirmation, or other satisfactory evidence of purchase is required.

UNDERBOBO RETURNS AND EXCHANGES POLICY FOR ON-PREMISES PURCHASES

1. Your Statutory Rights

Nothing in this policy affects your statutory rights. If goods are faulty, misdescribed, or otherwise do not conform to the contract, you may be entitled to a repair, replacement, price reduction, or refund in accordance with applicable consumer law.

2. Exchanges for Non-Faulty Goods

If you change your mind about a non-faulty item purchased in-store, we offer an exchange within 14 days of the date of purchase, subject to the conditions below. We do not offer refunds for non-faulty items purchased in our shop.

To be eligible for an exchange, items must be returned in their original condition, unused, in original packaging with all tags and accessories, and accompanied by a valid proof of purchase. We reserve the right to refuse an exchange where these conditions are not met.

All exchanges are subject to stock and availability at the time the exchange is requested. Where an exchange for the same item is not possible due to stock or availability, we may offer an exchange to an alternative item of equal value, or allow you to pay the difference for a higher-priced item.

3. Exclusions

No exchanges or returns are available for free items, including complimentary, promotional, or gift-with-purchase items.

For hygiene and safety reasons, certain categories of goods may be non-exchangeable unless faulty, such as perishable goods, toiletries, and underwear. Personalised, custom-made, or made-to-order items are non-exchangeable unless faulty.

4. How to Make an Exchange

Please bring the item and your proof of purchase to the store where you bought the item within 14 days of purchase. Our team will assess the item's condition and confirm eligibility under this policy and applicable law.

5. Faulty or Misdescribed Goods

If your item is faulty or misdescribed, please return it to us as soon as reasonably practicable with proof of purchase. We will assess the item and, where appropriate and in accordance with your statutory rights, arrange a repair, replacement, price reduction, or refund. For the avoidance of doubt, if the item is faulty and you return it within 30 days of purchase, you may elect for a full refund of the faulty item.

6. Proof of Purchase

A receipt, order confirmation, or other satisfactory evidence of purchase from us is required for all exchanges and returns.

7. Changes to This Policy

We may update this policy from time to time. The version in force at the time of purchase will apply to your transaction unless changes are required by law.

If you have any questions about this policy, please contact .

This policy was last updated on 17 June 2026.

Quick Summary

  • These terms apply to purchases made at our London store.
  • They do not apply to purchases made online or over the telephone.
  • A contract is usually formed at the point of payment at the till.
  • There is no statutory right to change your mind for on-premises purchases, but this does not affect your legal rights for faulty or misdescribed goods.
  • These terms are governed by the laws of England and Wales.

UNDERBOBO TERMS AND CONDITIONS OF SALE (SHOP SALES)

These terms and conditions apply when you purchase goods at our premises. They do not apply to purchases made online or over the telephone. Please read these terms carefully before you place your order with us at our premises. They are written in plain language to help you understand your rights and obligations.

1. Underbobo and How to Contact Us

We are UNDERBOBO COMPANY LIMITED, our registered office is at 124 Finchley Road, London, England, NW3 5JS, company number 14400968, VAT number 495228363 ("us, we, our").

You can contact us by speaking to a member of staff at our premises or by email at . If we need to contact you, we will do so in person at our premises or using the contact details you provide to us.

2. Our Contract with You

A contract is formed between you and us when you indicate that you wish to purchase goods at our premises and we accept your order, which will usually be at the point of payment at the till. We will not be obliged to accept your order. If we are unable to accept your order, we will inform you and will not charge you for the goods.

3. Goods and Descriptions

Images and descriptions of goods displayed at our premises or on our website are for guidance only. While we take care to ensure accuracy, minor variations may occur. Packaging may vary from that shown. If you have specific requirements, please speak to a member of staff before purchasing.

4. Price and Payment

The price of the goods is the price displayed at our premises at the time you pay, inclusive of VAT where applicable. We take all reasonable care to ensure prices are correct. If we discover a pricing error before payment, we will inform you and you may proceed at the correct price or cancel. Payment is due at the point of sale. We accept the payment methods indicated at our premises. Title to the goods passes to you once we have received payment in full.

5. Collection and Delivery

These terms relate to purchases made at our premises. You may take the goods with you on payment, or, if offered by us, you may arrange delivery. Where delivery is available, we will agree the delivery address, charges and estimated timing at the point of sale. Delivery dates are estimates. We are not responsible for delays outside our control, but we will contact you as soon as reasonably possible to inform you and take steps to minimise the effect of the delay. Risk in the goods passes to you when you collect the goods or when delivery is completed to the agreed address.

6. Your Right to Cancel or Change Your Mind

As these terms apply to on-premises sales, there is no statutory right to change your mind after purchase. This does not affect your legal rights in relation to faulty or misdescribed goods, nor any rights you may have under our Returns Policy.

7. Returns Policy

We operate a Returns Policy for on-premises purchases, which explains when and how you may return goods and any conditions that apply. You can view our Returns Policy on this page or ask for a copy at our premises. Please read it carefully before purchasing.

8. Your Legal Rights

We are under a legal duty to supply goods that are in conformity with the contract. Your key legal rights include that goods must be as described, of satisfactory quality and fit for purpose. If goods are faulty or misdescribed, you may have a right to a repair, replacement or refund in accordance with your statutory rights. For advice about your rights, you can contact your local Citizens Advice.

9. Manufacturer Warranties

Some goods may come with a manufacturer's warranty. Any such warranty is provided by the manufacturer, not by us. Please refer to the warranty terms supplied with the goods. Your statutory rights are not affected.

10. Our Responsibility for Loss or Damage

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be limited or excluded by law.

We are responsible for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We do not exclude liability for goods not of satisfactory quality or not as described.

We only supply the goods for domestic and private use. If you use the goods for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

11. Events Outside Our Control

We are not liable for delays or failure to perform our obligations due to events outside our reasonable control. If such an event occurs, we will inform you as soon as reasonably possible and take steps to minimise the effect. If there is a risk of substantial delay, you may contact us to discuss your options.

12. Personal Information

We will handle your personal information in accordance with our Privacy Notice, available at Privacy Policy or at our premises. Please review it to understand how we use your data.

13. Complaints

If you are unhappy with any aspect of our goods or service, please contact us using the details in clause 1. We will try to resolve your complaint promptly and fairly.

14. Transfer of Rights

We may transfer our rights and obligations under these terms to another organisation. We will tell you if this happens. You may only transfer your rights or obligations under these terms to another person with our prior written consent, except that you may transfer our warranty, if any, to a person who has acquired the goods.

15. Severance

Each clause in these terms operates separately. If any clause is found to be unlawful, the remaining clauses will remain in full force and effect.

16. Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales. You and we can bring legal proceedings in respect of the goods in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in your local courts.

17. Changes to These Terms

We may update these terms from time to time. The version that applies to your purchase is the version in force at the time you buy the goods at our premises. You can find the current version on our website at www.underbobo.com or ask for a copy at our premises.

These terms and conditions were last updated on 17 June 2026.

Quick Summary

  • We are UNDERBOBO COMPANY LIMITED, trading as Underbobo.
  • We may collect your name, email address and telephone number for orders, enquiries, stock notifications, exchanges and refunds.
  • We operate CCTV at our premises for security and safety purposes.
  • We do not export your personal data outside the UK and do not share it with third parties without your consent unless required by law or legal necessity.

UNDERBOBO PRIVACY POLICY

This Privacy Policy explains how Underbobo collects and uses personal data when you purchase goods from us. We are committed to protecting your privacy and handling your information lawfully and transparently.

1. Who We Are and How to Contact Us

We are UNDERBOBO COMPANY LIMITED, company number 14400968 and trading as Underbobo. Our registered office is at 124 Finchley Road, London, England, NW3 5JS, "we, us, our". We operate the Underbobo shop located at 59 St Giles High St, London WC2H 8LH.

We are the controller of your personal data.

If you have any questions about this policy or our data handling practices, please contact us at .

2. Personal Data We Collect

We may collect your name, email address and telephone number. We use this information to process orders, notify you when a requested item is in stock, and to process an exchange or refund. We collect this information directly from you when you place an order, make an enquiry, request a stock notification, or seek an exchange or refund.

We also operate CCTV on our premises as described below.

3. Legal Basis for Processing

Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.

We rely on the following lawful bases under UK data protection law, including UK GDPR and the Data Protection Act 2018:

  • Performance of a contract: where processing is necessary to take steps at your request prior to entering into a contract or to perform our contract with you, including processing your orders, exchanges and refunds. All of your data protection rights may apply except the right to object.
  • Legitimate interests: for our legitimate business interests in administering and improving our services, responding to your enquiries and operating CCTV for security and safety, provided these interests are not overridden by your rights and interests. You can object to processing based on legitimate interests as set out below. All of your data protection rights may apply, except the right to portability.

4. CCTV Operation

We operate CCTV on our premises for security and safety purposes, including the prevention and detection of crime and to help ensure the safety of our staff and customers. CCTV is operated in accordance with applicable data protection laws and the ICO's guidance. Signage is displayed to inform visitors of CCTV in operation. CCTV footage is retained for a limited period as set out in "Data Retention" and is only viewed by authorised personnel or disclosed to law enforcement where necessary and lawful.

5. Data Sharing and Transfers

We do not export your personal data outside the UK. We do not share your personal data with any third party without your consent, unless required by law or necessary to establish, exercise or defend legal claims. We do not use sub-processors.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected and to meet legal, accounting or reporting requirements. We apply the following retention periods and criteria:

  • Orders, exchanges and refunds: retained for six years from the end of the financial year in which the transaction occurred to comply with legal and tax obligations and for record-keeping.
  • Stock notifications and enquiries: retained for up to 12 months from the last contact or until you inform us you do not want to be notified about the relevant product, whichever is sooner.
  • CCTV footage: retained for 30 days unless we need to retain it longer in connection with an incident, investigation or legal claim.

If you request deletion, we will securely delete your data where no lawful basis exists to continue processing. Where deletion is not possible due to legal obligations, we will restrict processing.

7. Your Rights

You have the following rights under UK data protection law, subject to applicable conditions and exemptions:

  • Access: to obtain confirmation of whether we process your personal data and to receive a copy.
  • Rectification: to have inaccurate or incomplete personal data corrected.
  • Erasure: to request deletion of your personal data where there is no lawful basis to retain it.
  • Restriction: to request that we limit the processing of your personal data in certain circumstances.
  • Objection: to object to processing based on our legitimate interests and to object to direct marketing at any time.
  • Data portability: to receive personal data you provided to us in a structured, commonly used and machine-readable format and to transmit it to another controller where processing is based on consent or contract and carried out by automated means.
  • Withdrawal of consent: where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of processing before withdrawal.

To exercise your rights, please contact us using the details above. We may need to verify your identity before responding.

8. Complaints

If you have concerns about how we handle your personal data, please contact us in the first instance so we can try to resolve your concern.

You also have the right to lodge a complaint with the Information Commissioner's Office, the UK supervisory authority for data protection, at www.ico.org.uk, by telephone on 0303 123 1113, or by writing to the ICO at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

9. Security Measures

We implement appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include access controls, secure storage, encryption in transit where appropriate, staff training, data minimisation, regular review of retention periods and restricted access to CCTV footage. We keep these measures under review and update them as appropriate.

10. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or guidance. We will post any updates on this page and, where appropriate, notify you by email or prominent notice on our website. Please check back regularly to review any changes.

This policy was last updated on 17 June 2026.