Refund policy
We hope you love your BG Wardrobe purchase. If you wish to return an item, please review the conditions below before submitting your return request.
RETURNS
You may request a return within 14 days of receiving your order.
To be eligible for a return, items must be returned in their original, unworn and saleable condition, with all original tags and accessories attached. Garments may be tried on solely to assess their fit.
All returned items will be inspected upon receipt.
RETURN CONDITIONS
Items must be free from damage, alterations, stains, makeup, fragrance, odours, pet hair and other signs of wear.
Items that have been worn beyond reasonable trying on, washed, dry-cleaned, altered, repaired or damaged after delivery will not be eligible for return.
BG Wardrobe reserves the right to decline returns that do not meet these conditions, subject to applicable consumer law.
NON-RETURNABLE ITEMS
The following items cannot be returned, except where otherwise required by applicable law:
• Customised or personalised products
• Gift cards
• Items marked as final sale, where applicable
HOW TO REQUEST A RETURN
To request a return, please contact us at contact@bgwardrobe.com within 14 days of receiving your order.
Please include:
• Your order number
• The item or items you wish to return
• Your reason for returning the item, if you would like to share it
Once we have confirmed your return request, we will provide instructions for returning your item.
Please contact us before sending your item so that we can provide the correct return instructions.
RETURN SHIPPING
Customers are responsible for return shipping costs unless the item received is faulty, damaged or incorrect, or where otherwise required by applicable law.
We recommend using a tracked and insured shipping service. BG Wardrobe cannot be held responsible for returns that are lost or damaged during return transit.
Original shipping charges are non-refundable, except where reimbursement is required under applicable consumer law, including eligible EU statutory withdrawals.
REFUNDS
Once your return has been received, it will be inspected to confirm that it meets the conditions set out in this policy.
If your return meets these conditions, your refund will be issued to the original payment method used for the purchase.
Please allow up to 14 business days after the refund has been processed for it to appear in your account, depending on your payment provider.
If a returned item does not meet our return conditions, BG Wardrobe reserves the right to decline the return and refund, subject to applicable consumer law.
EXCHANGES
BG Wardrobe does not currently offer direct exchanges.
If you would like a different size, colour or style, please return your item in accordance with this policy and place a new order through our website.
PRE-ORDERS
Pre-order items may be returned in accordance with this Return and Refund Policy.
The same return conditions and timeframes apply to both pre-order and in-stock purchases.
DAMAGED, FAULTY OR INCORRECT ITEMS
If you receive an incorrect item or an item that arrives damaged or faulty, please contact us at contact@bgwardrobe.com as soon as possible after delivery.
Please include your order number and photographs of the item and packaging so that we can assist you.
Damage occurring after delivery because of wear, improper handling, alteration, cleaning or failure to follow the applicable care instructions is not considered a product fault.
Nothing in this section limits any statutory rights you may have in relation to faulty or non-conforming goods.
EU RIGHT OF WITHDRAWAL
If you are located in the European Union, you have the statutory right to withdraw from an eligible purchase within 14 days of receiving the last item in your order, without giving a reason, subject to applicable exceptions under EU consumer law.
HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.
You may submit a return request through your account portal or contact us at contact@bgwardrobe.com.
Once you have notified us of your withdrawal, you must send the item or items back within 14 days.
Customers are responsible for the direct cost of returning the goods unless the item received is faulty, damaged or incorrect, or where otherwise required by applicable law.
CONDITION OF EU RETURNS
You may inspect and try on a garment only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way that you would examine and try on a garment in a physical store.
Items should be returned with all original tags and accessories attached and should not have been worn beyond reasonable trying on, washed, dry-cleaned, altered, repaired or damaged.
If an item has been handled beyond what is reasonably necessary to inspect it, you may be responsible for any resulting reduction in its value. The amount refunded may be reduced accordingly, to the extent permitted by applicable EU consumer law.
EU REFUNDS
For an eligible withdrawal, we will reimburse payments due to you using the original payment method. This includes the cost of our least expensive standard delivery option where required by applicable EU consumer law.
If you selected a more expensive delivery option, such as express delivery, the additional cost above our standard delivery option will not be refunded.
Reimbursement will be made without undue delay and no later than 14 days after you inform us of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
EXCEPTIONS
The statutory right of withdrawal does not apply where an exception under applicable EU consumer law applies, including, where relevant, goods made to the customer’s specifications or clearly personalised goods.
Nothing in this Return and Refund Policy limits or excludes any mandatory consumer rights available to you under applicable law.