The Bohemian King's – Customer Returns & Cancellation Policy
At The Bohemian King's, we aim to provide a fair, transparent and straightforward returns process while maintaining appropriate hygiene, safety and quality standards for our cosmetic and personal-care products.
This policy explains your rights and responsibilities regarding order cancellations, returns, refunds, sealed products and our voluntary First-Time Buyer Guarantee.
Nothing in this policy limits or excludes your statutory consumer rights under applicable law.
1. Order Cancellations Before Dispatch
If your order has not yet been processed for dispatch, you may request cancellation through our online customer account portal:
https://account.bohemiankings.com
You may also contact us by email to request cancellation.
Where an order is successfully cancelled before dispatch, we will refund the amount paid, including any delivery charges.
Once an order has been dispatched, it can no longer be cancelled through our pre-dispatch cancellation process. However, any applicable statutory right of withdrawal or other consumer rights remain unaffected.
Submitting a cancellation request does not automatically stop a shipment already being processed.
2. EU Statutory Right of Withdrawal
If you are a consumer purchasing online within the European Union, you generally have the right to withdraw from your purchase without giving a reason within 14 calendar days of receiving the goods, subject to applicable statutory exceptions.
For orders containing goods delivered separately, the withdrawal period generally begins when you, or a person nominated by you other than the carrier, receives the final item.
You may exercise this right through our online request function:
https://account.bohemiankings.com
Alternatively, you may notify us by email at support@thebohemiankings.com using a clear statement confirming your decision to withdraw from the contract.
You do not have to provide a reason for exercising a valid statutory right of withdrawal.
Where a statutory right of withdrawal applies, customers must notify us within the applicable withdrawal period and return the eligible goods within 14 calendar days of communicating their decision to withdraw.
The statutory right of withdrawal is separate from our voluntary First-Time Buyer Guarantee.
3. Sealed Cosmetic and Personal-Care Products
The Bohemian King's beard dye products are supplied in sealed protective packaging.
Under Article 16(e) of EU Directive 2011/83/EU, the statutory right of withdrawal does not apply to the supply of sealed goods that are unsuitable for return for reasons of health protection or hygiene where the goods have been unsealed after delivery.
Where this statutory exception applies, a customer cannot exercise the change-of-mind withdrawal right after breaking the relevant hygiene seal.
This may include beard dye products where the protective seal has been broken and the product is unsuitable for return for health or hygiene reasons.
Opening the outer shipping carton alone does not necessarily constitute breaking the product's hygiene seal.
Products must not be returned for resale where their hygiene integrity or safety can no longer be assured.
This exception does not remove a customer's statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
4. Returns of Eligible Unopened Products
Where the statutory right of withdrawal applies, products must be returned within 14 calendar days after the customer communicates their decision to withdraw.
Returned products should be securely packaged to prevent damage during transit.
Customers are responsible for the direct cost of return postage where permitted by applicable law and where this responsibility was communicated before purchase.
We do not provide complimentary return labels for standard change-of-mind returns.
We recommend obtaining proof of postage and using a tracked postal service. Customers remain responsible for returning the goods until delivery to us, subject to their statutory rights.
Customers may be responsible for any reduction in product value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where goods are eligible for a statutory return, opening an ordinary external package for reasonable inspection does not by itself invalidate the right of withdrawal.
Please contact us for the appropriate return address and return instructions. Returns should not be sent to an address without first confirming that it is an authorised returns location.
5. Delivery Charges and Refunds
Orders cancelled before dispatch
Where an order is successfully cancelled before dispatch, the amount paid, including standard delivery charges and any other refundable delivery charges, will be refunded.
Valid statutory EU withdrawals
Where a customer validly exercises their statutory right of withdrawal, we will refund the eligible product amount together with the cost of the least expensive standard delivery option offered at the time of purchase.
Additional charges resulting from selecting an upgraded, premium or express delivery service are not refundable to the extent permitted by law.
Voluntary First-Time Buyer Guarantee and discretionary returns
Where a refund is approved solely under our voluntary First-Time Buyer Guarantee or another discretionary goodwill arrangement, the original outbound delivery charge is non-refundable once the delivery service has been successfully completed, unless otherwise agreed.
Refunds under this voluntary guarantee are limited to the eligible product amount, subject to its published terms.
Lost, undelivered, damaged or incorrect orders
Where an order is lost in transit, is not delivered, arrives damaged or has been incorrectly supplied, we will investigate and provide the remedy required under applicable consumer law.
We will not rely on the voluntary shipping-cost exclusion to restrict a customer's statutory entitlement to a refund or other remedy.
6. First-Time Buyer Guarantee
The Bohemian King's offers a voluntary First-Time Buyer Guarantee, subject to its published terms and conditions.
This guarantee is intended to support customers purchasing our beard dye for the first time who experience dissatisfaction with the product's performance.
Eligibility is limited to qualifying first purchases and to use consistent with our product instructions and stated suitability requirements.
Our beard dye is intended for beard hair of approximately 10 mm or longer and is not designed for very short stubble.
Results may vary depending on the proportion of grey hair, hair texture, previous treatments, preparation and application.
Where a customer requests assistance under this voluntary guarantee, we may ask them to complete our online Customer Refund Feedback Form:
https://www.bohemiankings.com/pages/the-bohemian-kings-online-customer-refund-feedback-form
This helps us understand the product used, shade selected, application method and result experienced before assessing eligibility under the guarantee.
We may request reasonable supporting information relevant to the claim.
Approval of a voluntary guarantee claim is subject to the published guarantee conditions.
Where a refund is approved under this guarantee, only the eligible product value will be refunded. Original outbound shipping charges and customer-paid return postage are excluded unless otherwise agreed or required by law.
The First-Time Buyer Guarantee does not replace or restrict any statutory right of withdrawal or remedy for non-conforming goods.
7. Multiple-Product Orders and Promotional Bundles
Where a customer purchases multiple products, discounted bundles or promotional packs, the refund will be assessed according to the items eligible for return and the pricing conditions of the original transaction.
For partial returns permitted under our voluntary returns arrangements, any refund will reflect the amount actually paid for the eligible returned items, taking account of applicable discounts and promotions.
A customer is not entitled to receive more than the amount attributable to the eligible items purchased.
Where an order qualifies for a discount dependent on purchasing a specified quantity of products, the published promotion conditions may be considered when calculating an eligible voluntary partial return.
This section does not reduce any refund entitlement required by statutory consumer law.
8. Product Dissatisfaction and Application Results
Plant-based beard dye results may vary from person to person.
Factors influencing the final shade include beard texture, hair porosity, the percentage of grey hair, preparation, application time and previous cosmetic treatments.
Where a customer is dissatisfied with their results, we encourage them to contact our customer service team so that we can review their experience and provide appropriate guidance.
For requests made under our voluntary First-Time Buyer Guarantee, we may ask the customer to complete our online feedback questionnaire before a discretionary refund decision is made.
Where a product is alleged to be faulty, unsafe or not as described, the matter will be assessed separately under applicable consumer protection legislation. Completion of our voluntary feedback questionnaire is not a condition of exercising statutory rights.
9. Refund Processing
Where a refund is due under the statutory right of withdrawal, it will be processed without undue delay and no later than 14 calendar days after we are informed of the valid withdrawal.
Where goods must be returned, we may withhold reimbursement until we have received the goods or the customer has supplied evidence of having sent them back, whichever occurs first, as permitted by law.
Statutory refunds will normally be made using the original payment method unless the customer expressly agrees otherwise, and without imposing a refund fee.
For refunds approved solely under our voluntary First-Time Buyer Guarantee or other discretionary arrangements, we aim to process approved refunds within 10 business days.
The time taken for a refund to appear in the customer's account may depend on the payment provider or financial institution.
10. Return Postage, Inspection and Unauthorised Returns
Unless otherwise required by law or expressly agreed by The Bohemian King's, customers are responsible for arranging and paying for the return of eligible goods.
We do not offer free returns as a standard service.
Where a product is faulty, incorrectly supplied or otherwise does not conform to the contract, return arrangements will comply with applicable statutory requirements.
We may inspect returned products to verify their condition, identity and eligibility for any voluntary return arrangement.
Where permitted by law, we reserve the right to decline voluntary returns that do not meet the published eligibility conditions.
Products returned without prior contact may take longer to identify and process. Prior authorisation is not required to exercise a statutory withdrawal right, provided the customer has properly notified us and complied with the applicable legal requirements.
11. Lost Parcels and Delivery Investigations
If a customer believes an order has not arrived, they should contact our support team with their order number and relevant delivery information.
We may investigate the delivery with the shipping carrier and request reasonable information needed to establish the delivery status.
Carrier tracking and proof-of-delivery information may be considered as part of this investigation but do not automatically override statutory consumer rights.
Where an order is confirmed lost or not delivered and we remain responsible under applicable law, we will provide the appropriate refund or replacement.
12. Contact and Customer Support
For cancellations, returns, product concerns or refund enquiries, please contact:
The Bohemian King's Customer Support
Email: support@thebohemiankings.com
Online account and withdrawal requests:
https://account.bohemiankings.com
Customer Refund Feedback Form (voluntary guarantee requests):
https://www.bohemiankings.com/pages/the-bohemian-kings-online-customer-refund-feedback-form
We aim to respond fairly and consistently to all customer requests.
Nothing in this policy excludes, limits or overrides rights that consumers are entitled to under applicable UK or EU consumer protection legislation.
