At BW Global, we pride ourselves on supplying quality products to our wholesale customers. If you experience an issue with your order, please review the following policy for guidance on returns and refunds.
1. Returns Eligibility
- Returns are accepted only with prior written approval from BW Global.
- Return requests must be made within 3 working days of receiving the goods.
- Goods must be returned unused, in original packaging, and in resalable condition.
- Custom-made, special order, or clearance items are non-returnable unless defective.
2. Damaged or Faulty Goods
- If items arrive damaged or defective, please notify us within 3 working days of delivery.
- Provide supporting photos and details to assist with assessment.
- Once confirmed, we will offer either:
- A replacement,
- A credit note, or
- A refund, depending on the circumstances.
3. Incorrect Items Received
- If you receive goods not matching your order, please notify us within 3 working days.
- We will arrange return and replacement of the incorrect items at our expense.
4. Return Process
- Do not return any goods without first contacting us for a Return Authorisation.
- Once approved, returns must be sent to the address provided with the authorisation.
- Return shipping costs are the customer’s responsibility unless the return is due to an error or fault on our part.
5. Refunds
- Refunds (where applicable) will be processed within 7–10 working days of receiving and inspecting the returned goods.
- Refunds are issued via the original payment method unless otherwise agreed.
6. Restocking Fee
- A restocking fee of up to 15% may apply for non-faulty returns, subject to approval.
7. Exclusions
- We do not accept returns for:
- Goods damaged due to misuse or poor storage after delivery.
- Part-used or opened items.
- Goods returned without prior authorisation.
Contact Us
To request a return or report an issue, please contact our customer service team