Order, Return & Refund Policies

30-Day "Try Risk-Free" Guarantee

Unsure about trying Buoy? Don’t be! We offer new customers a refund on their first order if they are unsatisfied with their purchase for any reason.

Terms & Conditions:

• Only applicable to a new customer’s first order.
  
  
• Refunds must be requested within 30-days of product delivery.
  
  
• All unopened items must be returned (including any free gifts).
  
  
  • A prepaid return shipping label will be provided.
    
    
  • Returns must be received within 30 days of the return authorization.
    
    
  • Once received, items are sorted and inspected for donation, based on condition.
    
    
  • Refunds are issued to the original form of payment within 5-7 business days of item receipt.
    
    
• Ineligible items include clothing and sale items discounted 40% or more.
  
  
• International orders will be refunded less any shipping, taxes and/or duties paid at the time of the order.
  
  
• To request a refund under this policy, send us a message from our Help Center with the subject “30-Day Try Risk-Free Guarantee”. In the message, include your order number and a list of the items being returned.
  
  

Shipping Issues Policy

We've partnered with OrderProtection™ to offer optional shipping protection coverage on any order. If purchased at the time of order and a shipping issue arises, customers may file a claim to quickly resolve covered issues. Covered issues include theft, damaged items, missing items, lost packages, wrong items, returned to sender.

If the optional shipping protection was declined at the time of purchase, customers are not covered from shipping-related issues that may occur and should file a claim with the carrier. If the optional shipping protection was declined at the time of purchase and you still believe you have a case for a claim, please attempt to file a claim through the link above and your case will be reviewed by an OrderProtection claims specialist.

General Return Policy

Outside of our 30-Day “Try Risk-Free” Guarantee and Shipping Issues Policy, all sales are considered final and are ineligible for return.

Order Modification Policy

Customers are responsible for ensuring that all details of their order (name, shipping address, billing information, etc.) are accurate before placing their order, and if needed, updated in their subscription profile before a recurring order is created. Once an order is created, it cannot be cancelled or modified.

Subscription Policy

Customers are able to delay, cancel or otherwise modify their subscription(s) at any time via the customer portal, or by contacting us via our Help Center. Customers are responsible for managing their active subscriptions – all recurring orders are subject to our Order Modification Policy and General Return Policy as described on this page. As a courtesy, Buoy will send an upcoming order reminder up to 5 days in advance of the first recurring order to allow time for customers to delay, cancel or otherwise modify their subscription(s).

EU Right of Withdrawal

EU customers have the right to withdraw from eligible purchases within 14 days of receiving the goods. To exercise this right, you must notify us within the withdrawal period and return the goods within 14 days after notifying us. Customers are responsible for the direct cost of return shipping unless we have agreed otherwise. We will refund the purchase price and standard outbound delivery cost, excluding any additional cost for premium delivery. We may reduce the refund for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Certain sealed goods may not be eligible for withdrawal once unsealed where they are not suitable for return for health protection or hygiene reasons.

EU customers have the option to declare their withdrawal electronically via the “withdrawal button” provided in our online shop. The electronic withdrawal follows a legally prescribed two-step procedure. After initiating the withdrawal via the withdrawal button (“Withdraw contract”), you will be asked to enter the information required for the withdrawal and then explicitly confirm the declaration (“Confirm withdrawal”). After completing the process, you will receive confirmation of receipt of your withdrawal declaration on a durable medium.