Refund policy

BOYO Returns and Refunds Policy

Last updated: September 2026

BOYO is the brand name of BOYO369. BOYO369 is operated by Jarrod Myatt as a sole trader.

At BOYO, we want you to be happy with your purchase. This policy explains how to cancel an order, return an item, request an exchange or report a faulty product.

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

1. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

contactboyoclothing@gmail.com

Please include your full name and order number.

If your order has not entered the dispatch process, we will cancel it and issue a refund to your original payment method.

If the order has already been dispatched, you can return it after delivery in accordance with the terms below.

2. Your Right to Cancel an Online Order

For most products purchased online, you have the right to cancel your order within 14 days of receiving it without providing a reason.

To exercise this right, email contactboyoclothing@gmail.com within 14 days of receiving your order.

After notifying us, you must return the product within a further 14 days.

This cancellation right applies to full-price, sale and clearance products unless a legal exception applies.

3. Condition of Returned Products

You may inspect a product as you reasonably would in a physical shop.

When returning an unwanted product, please take reasonable care of it and return it:

Unworn, other than being tried on
Unwashed
Free from stains, odours, marks, pet hair or damage
With its original tags attached, where possible
In its original packaging, where possible

We may reduce the refund if a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, and its value has consequently been reduced.

4. Products That Cannot Be Returned

The right to cancel may not apply to:

Products made to your specification or clearly personalised
Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed
Underwear or similar intimate products where a hygiene seal has been removed
Socks where sealed hygiene packaging has been opened
Gift cards that have already been used

These exclusions do not apply when a product is faulty, damaged, incorrectly described or not fit for purpose.

5. Preorder Products

Preorder products can be cancelled before dispatch by contacting us.

Once a preorder has been delivered, the normal 14-day online cancellation period applies unless the product was personalised or another legal exception applies.

The expected dispatch date will be stated on the relevant product page. If a significant delay occurs, we will contact you with updated information and explain the available options.

6. Faulty, Damaged or Incorrect Products

Products must be of satisfactory quality, fit for purpose and match their description.

If your product is faulty, damaged, incorrectly described or not what you ordered, contact us as soon as possible at:

contactboyoclothing@gmail.com

Please include:

Your full name
Your order number
A description of the problem
Clear photographs, where reasonably possible

If goods are faulty, you may have a legal right to reject them for a full refund within 30 days of receiving them.

After 30 days, you may be entitled to a repair or replacement. If a repair or replacement is unavailable, unsuccessful or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or refund.

BOYO will cover reasonable return costs for products confirmed as faulty, damaged, incorrectly described or incorrectly supplied.

7. Change-of-Mind Return Costs

If you are returning a product because you have changed your mind, selected the wrong size or no longer want it, you are responsible for the return postage cost.

We recommend using a tracked postal service and retaining proof of postage until your return has been completed.

Do not return anything without first contacting us for the correct return instructions.

8. Refunds

Once we receive your return, we will inspect it and confirm the outcome by email.

Where you cancel your entire order under your online cancellation rights, we will refund:

The price paid for the returned products
The cost of our least expensive standard delivery option

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.

If only part of an order is returned, the original delivery charge may not be refundable.

Refunds will be made to the original payment method no later than 14 days after we receive the returned products or acceptable evidence that they have been sent back.

Your bank or payment provider may require additional time to display the refund in your account.

9. Exchanges

Exchanges may be requested for a different size or colour, subject to availability.

If the requested replacement is unavailable, we will offer a refund in accordance with this policy.

For change-of-mind exchanges, you are responsible for returning the original product. Any charge for sending the replacement will be explained before the exchange is processed.

10. How to Start a Return

Email contactboyoclothing@gmail.com before sending any product back.

Include:

Your full name
Your order number
The product being returned
Whether you are requesting a refund or exchange
Reason for returning the product, if you wish to provide one. A reason is not required when exercising your legal right to cancel.

We will provide the appropriate return instructions and return address.

Products sent to us without following the return instructions may take longer to identify and process.

11. Contact BOYO

For questions about returns, refunds, exchanges or faulty products, contact:

BOYO
Email: contactboyoclothing@gmail.com

We aim to respond within two working days.

Be yourself. Back yourself. Be BOYO.

Brilliant On Your Own.