Refund policy

Last Updated: 08-07-2026

At BYG London, we strive to provide high-quality products and a smooth, reliable shopping experience. This policy explains how cancellations, returns, exchanges, and refunds are handled for customers whose orders are delivered within the United Kingdom.

 

OVERVIEW AT A GLANCE

Subject Policy
Return Window 30 Days (after receipt)
Return Address Coalville, United Kingdom
Restocking Fee £0.00 (Free)
Return Shipping (Change of Mind) Responsibility of the Customer
Return Shipping (Defective/Faulty) Responsibility of BYG London
Refund Processing Time Within 5 Business Days after receipt

1. RETURN WINDOW AND RIGHT TO CANCEL

  • You have the right to return any product within 30 days of the date you received it.
  • This 30-day window applies to both full-priced and sale items.
  • You are not required to provide a reason for the return.(Statutory Right of Withdrawal under UK Consumer Contracts Regulations).
  • Items notified for return after the 30-day period cannot be accepted unless they are faulty under your legal guarantee.

2. RETURN ADDRESS (LOCATION)

All returns are processed via our logistics partner centre in the United Kingdom. Please note: This is a logistics processing centre and not a visitor address. We do not accept personal drop-offs.
Return Address:
Unit 3, Tungsten Park, Bardon Road, Coalville LE67 4BL, United Kingdom

3. RETURN CONDITIONS

To qualify for a full refund for a 'change-of-mind' return, the following conditions must be met:

  • The item is unused, unworn, and unwashed.
  • The item is in its original "new" condition.
  • The item is returned in its original packaging (where reasonably possible), including all tags and labels.
  • Diminished Value: You may inspect the product as you would in a physical store. If the product is damaged, dirty, or incomplete due to customer handling, we are entitled to deduct the loss in value (up to 100% of the purchase price) from your refund.

4. RETURN COSTS: WHO PAYS WHAT?

We distinguish between the following shipping costs:

A. Change of Mind (Regret / Wrong size ordered)

  • If you return an item because you do not like it or ordered the wrong size/colour, the return shipping costs are for your own account.
  • As our return address is in the UK, you only pay the standard local carrier rates (typically between £2.90 and £5.50). These costs are not reimbursed.

B. Defective, Damaged, or Incorrect Items

  • If you received an item that is faulty, damaged during transit, or does not match your order, the return costs are fully covered by BYG London.
  • Please contact us before returning. We will provide a prepaid return label or reimburse the shipping costs upon presentation of the shipping receipt.

5. RESTOCKING FEES

We do not charge consumers any restocking fees (No Restocking Fees).

6. PROCEDURE: HOW DO I START A RETURN?

Follow these steps for quick processing:

  1. Notification: Send an email to support@byglondon.com with your order number and the reason for return (e.g., "Exchange" or "Faulty").
  2. Instructions: You will receive return instructions from us.
  3. Packaging: Pack the item securely. Include your order number or packing slip inside the box.
  4. Shipping: Send the package via a carrier of your choice (e.g., Royal Mail, DPD) to our address in Coalville.

Advice: For returns (especially those valued over £50), we strongly recommend using a tracked shipping service or insurance. Without tracking, we cannot guarantee receipt of your return. BYG London is not responsible for returns lost in the post.

7. REFUNDS

Once your return is received and inspected:

  • We will send you a confirmation email.
  • If approved, your refund will be processed within 5 business days to your original payment method.
  • What is refunded? If the entire order is returned: Purchase price + Standard outbound shipping costs. If part of the order is returned: Purchase price of the returned items.

8. LATE OR MISSING REFUNDS

If you have not received your money after 5 business days:

  1. Re-check your bank account.
  2. Contact your credit card company or bank. There is often processing time (2–10 days) before a refund appears on your statement.
  3. If you have done this and still received nothing, contact us at support@byglondon.com. 

9. EXCHANGES

  • Defective or Incorrect: We will send a replacement free of charge and pay the return costs of the original item.
  • Different Size/Colour: Return the original item (at your own cost) for a refund and place a new order for the correct item. This is the fastest way to receive your new product.

10. EXCEPTIONS (NON-RETURNABLE ITEMS)

The following items cannot be returned (unless faulty upon receipt):

  • Gift cards.
  • Personalised or custom-made products.
  • Hygienic products where the seal has been broken (e.g., underwear, swimwear, earrings, cosmetics).
  • Hazardous materials or flammable liquids.

11. STATUTORY GUARANTEE AND COMPLAINTS

  • Legal Rights: Nothing in this policy limits your statutory rights under the UK Consumer Rights Act 2015. You are entitled to a product that is fit for purpose and as described.
  • 1-Year Extra Guarantee: In addition to your legal rights, we offer a 1-year commercial guarantee on manufacturing defects. This does not cover damage caused by misuse, wear and tear, or accidents.

Company Information:
Trading Name: BYG London
Legal Entity: Northline Creative Ltd
Company Number: 17252506

Return Address:
Unit 3, Tungsten Park, Bardon Road, Coalville LE67 4BL, United Kingdom

Contact Information:
Email: support@byglondon.com
Phone: +44 7378 461452

Customer Service Hours (London time, GMT +1):
Monday to Friday: 9:00 AM – 5:00 PM

 

Statutory Rights

This voluntary 30-day return policy does not affect your legal rights. Under the Consumer Rights Act 2015, customers may be entitled to a refund, repair or replacement if goods are faulty, not as described or unfit for purpose.