Returns & Refund Policy

Returns & Refunds Policy

At Ada and Bo, we aim to ensure you are completely satisfied with your purchase. This policy explains your rights, our procedures, and what to expect when returning items or requesting a refund.

Please contact hello@adaandbo.com with details of any returns.  You then be advised of the return address.

1. Statutory Rights

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. If an item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund, regardless of any company policy.

2. Made-to-Order Canvas Art

  • All canvas art is made-to-order.
  • Once production has started, cancellations or refunds are not possible.
  • Production typically begins within 24 hours of order confirmation and payment.
  • If your order is not yet in production, you may cancel within 24 hours of placing the order by emailing hello@adaandbo.com with your order number.

3. Stocked Interior Products

  • Standard stocked items can be returned for a refund or exchange within 30 days of receipt, provided they are unused and in their original condition and packaging.
  • Refunds are subject to availability and inspection of the returned item.
  • Shipping charges will not be refunded upon a return.
  • To initiate a return please email hello@adaandbo.com detailing the reason for the return.  Please also include the order number, any relevant photographs if relevant and the reasons or return.  Our customer service team will review the details and be in touch with the next steps.

4. Faulty, Damaged, or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  

If you receive a faulty, damaged, or incorrectly described item:

  1. Notify us within 30 days of receipt by emailing hello@adaandbo.com with your order number and photographs of the issue.
  2. We may request the item to be returned for inspection. We will provide return instructions and cover the cost of postage for faulty items.
  3. Once the item has been inspected and the issue confirmed, you may choose a refund, replacement, or repair.

Refund timeframe:

  • Refunds will be processed within 14 days of us receiving the returned item or confirming a valid claim.  Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • Refunds will be issued using the original payment method.

5. Change of Mind / Non-Faulty Returns (Stocked Items Only)

  • If you simply change your mind, you may return stocked items within 30 days of receipt.
  • Items must be returned unused, in original packaging, and in saleable condition.
  • The customer is responsible for the cost of return postage unless otherwise agreed.
  • Refunds will be processed within 14 days of receipt of the returned item.
  • Any items returned which are not eligible for a refund will be charged a return to sender fee.  This will be need to be paid before your items are despatched or will be deducted from the overall refund if applicable.
  • If a parcel is refused by the recipient and ultimately returned to us, an administration fee will be applied and this will communicated to you at the time to cover handling and processing costs.

6. How to Return an Item

  1. Email hello@adaandbo.com with your order number, reason for return, and photographs (if applicable).
  2. Follow the return instructions we provide.
  3. Ensure the item is securely packaged to avoid damage during transit.
  4. Return shipping costs are not covered by ada and bo.  When returning item(s) they need to be correctly packaged and we recommend using a fully insured and tracked shipping provider.
  5. All returns must be returned in their original packaging and securely packed including any air cushions, bubble wrap and packaging.  We are not liable for any damages which occur during the transit back to us.  If damage occurs you must raise this with them directly according to their process and procedure for whichever delivery company you choose.

7. Non-Refundable Items

  • Made-to-order canvas art after production has started.
  • Items returned in a used or damaged condition.
  • Gift cards and gift vouchers.
  • Sale items are non returnable and non refundable.

8. Third-Party Delivery

  • All items are delivered via a trusted third-party courier.
  • We are not responsible for delays, loss, or damage caused during shipping by the courier.
  • If an item is lost in transit, we will investigate and, if necessary, provide a replacement or refund for the item, depending on circumstances.

9. Additional Notes

  • Refunds will be issued back to the original payment method.
  • If you do not receive your refund within the stated timeframe, please contact us.
  • This policy complements your statutory rights and does not affect your legal rights under UK law.

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