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BCG RETURNS POLICY FOR RETAILERS

 

  • If your order is received damaged or is incorrectly shipped by us, please contact BCG immediately. Items that are defective and shipped from us or items that you did not order but received from us, will qualify for a refund. Retailer is responsible for all shipping costs if BCG are found not at fault.
     

  • If you are unsatisfied with your order for any reason, please call BCG immediately to resolve the issue.
     

  • We accept exchanges within 14 days after delivery of your order. Returned orders or part of, must be delivered to us new, unaltered and in the condition they were received or they will not be eligible for exchange. We cannot be held responsible for items damaged or lost in return shipment, therefore we recommend an insured and trackable mail service.
     

  • Definition of new, unaltered, and unused condition is as follows: without showing signs of wear or damage in any way. Exchanges will not be processed on products that were subjected to water, sun, perfumes, or hairsprays.
     

  • Exchanges may take up to 10 days to fully process. You will be notified via email once your exchange has been fully processed. Exchanges will be handled by Customer Support.
     

  • Returned shipping costs is at the responsibility of the Retailer for all exchanges made within the allocated 14 day time frame.
     

  • BCG pride ourselves on our Fair Trade supported workmanship. Our hand weaved clips are tested in 3 stages and we pride ourselves on the fact we have an average of  less than 1.3 clips returns globally, per annum!!
     

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BCG RETURNS POLICY FOR YOUR CUSTOMERS
 

  • On the odd occasion of a fault slipping through our strict process, BCG offer a 1 year guarantee on all clips*. This is for breakages of the triple banded elastic or the comb itself. The guarantee DOES NOT cover stretched elastic or bent clips. *excluding Princess Bugs
     

  • As a Retailer, should you receive a faulty product, you will need to retain the proof of purchase to complete the returns process. Proof of purchase may be your original receipt and the dated guarantee received on purchase or any other form of evidence. Without any proof of purchase, a return is not possible.
     

  • Advise the customer that the faulty product will need to be assessed by a third-party (BCG) to determine the nature and cause of the fault. Retain the proof of purchase and faulty clip AND contact details including phone number and postal address. Explain the clip will be assessed and a response will be given within 3 days. Should return be validated, a replacement clip will be posted out to the customer direct from BCG within 7 working days.
     

  • Retailer is to contact BCG immediately with a picture of the faulty clip AND proof of purchase whereby we will assess and contact you to advise findings within 24 hours of initial contact. BCG will contact customer directly, to advise replacement of faulty clip and tracking details. Of the very few returns we receive, 99% of cases are resolved this way. Very rarely, it may be necessary to post the faulty clip to us for further assessment.
     

  • BCG reserves the right to decline a replacement where any product fault is caused by misuse or neglect – with water damage being the main offender.
     

  • BCG do not offer a monetary refund but will however exchange the faulty clip for the same or similar.
     

  • We do not offer exchanges or refunds for your customer for change of mind purchases.

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