Returns & Refund Policy
We are sorry to hear that there might be an issue with your purchase. We strive to ensure that our products are of high quality and reach you or your recipient in the best possible condition. Please refer to our Returns & Refund Policy below to determine the next steps if you've experienced an issue with your order.
Returns
Sales of personalised products are considered final, and no refunds are offered for returns of such items.
Faulty Products
If a product in your order is faulty, please send us a photo or a video for inspection to hello@boomf.com .
Once we inspect the fault, our Customer Service team will be happy to offer you an appropriate solution based on the inspection results.
Rest assured that if we find a fault with the product, whether it's caused by us or our delivery partner, we will provide a free replacement or a full refund.
Lost & Delayed Orders
On occasion, there may be issues with the delivery of your order.
Please note that all of our orders are tracked and tracking information is sent to the customer's email address once the order is dispatched.
If for any reason you have not received your tracking information or if your order is missing, please get in touch with us as soon as possible by emailing our Customer Service team at hello@boomf.com.
Once we assess the circumstances of your lost or returned order, our Customer Service team will be happy to offer an appropriate solution for your unique situation.
Please note that we do not issue refunds or replacements if the shipping address is incorrect or incomplete, or if a recipient refuses their parcel.
Please note that in rare cases there is a delay with your order of 1-2 days, we are unable to issue a refund for the product. The only refund available for a delay of 1-2 days is a shipping fee refund, so please do consider ordering well in advance.
Please note we do not currently deliver to PO boxes, post offices or any other non-residential addresses.
Changes to orders (updating address)
Please note that we can only update your address if entered incorrectly or make changes to your order if you inform us:
- If the order is yet to be dispatched.
Please note that an email with the delivery address you entered is sent to you with the order confirmation immediately after your purchase.
Please note that unfortunately we are unable to refund or cancel any orders to incorrect addresses if a request to change or update is made after the dispatch has been made.
If a customer makes a request to change or update the order via email without providing a new address, their order will be put on hold until we receive clear communication specifying the new address.
In case no new address is provided, the order will be cancelled and refunded after 3 attempts to contact the customer.