Returns & Refunds

1. Your legal right to cancel an online order

For most standard physical goods purchased online from BGSM, you normally have 14 calendar days from the day after delivery to tell us you wish to cancel without giving a reason. If an order is delivered in several instalments, the period normally runs from receipt of the final item. You then normally have another 14 days after notifying us to send the item back.

You can communicate a clear statement of cancellation using the working customer-support contact stated on your order or the model cancellation form below. We will acknowledge cancellation and provide the relevant return instructions. You do not need to use our form if you clearly tell us you are cancelling.

2. Condition of items

You may inspect and try on standard goods to the extent reasonably necessary to establish their nature, characteristics and fit, as you could in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary. Please pack returned goods carefully and keep proof of posting.

3. Who pays for return postage?

Change-of-mind returns: Where you have been clearly informed before purchase, you will generally be responsible for the direct cost of sending a standard item back. The agreed return address and expected return-postage arrangements will be supplied before checkout begins. We will not impose an unannounced restocking fee.

Faulty, damaged or incorrectly described items: You are entitled to the legal remedies that apply. Where a return is required to provide those remedies, BGSM is responsible for reasonable return costs. Please retain any photographs and packaging that help us understand the problem, but do not delay reporting a genuine fault.

4. Refunds and original delivery charges

For a valid change-of-mind cancellation under the statutory rules, the refund includes the price of the eligible goods and the cost of the least expensive standard outbound delivery service we offered. The additional cost of a more expensive delivery option you chose need not be refunded.

We will generally refund within 14 days after receiving the returned goods, or receiving evidence that you have sent them back, whichever occurs first. Where the goods have not yet been supplied, the statutory deadlines are calculated differently. Refunds are made to the original payment method unless you expressly agree otherwise. Your statutory rights are not reduced by these terms.

5. Printify, Printful and made-to-order merchandise

Who fulfils the order? Printify, Printful and their print providers manufacture and dispatch the relevant made-on-demand products for BGSM. BGSM does not manufacture these items itself. On purchases completed through BGSM, please contact BGSM about cancellations, faults, refunds or delivery problems; BGSM remains responsible for its obligations as the seller.

Goods printed after an order using a standard catalogue design are not automatically exempt from cancellation rights solely because the supplier prints them on demand. Standard T-shirts, hoodies, caps, accessories and gifts should not be treated as “no returns” merely because Printify or Printful produces them after purchase.

By contrast, goods made to your individual specifications or clearly personalised may fall within the legal change-of-mind cancellation exception. Any such exception will be identified and agreed before your order is placed. Simply selecting a normal catalogue size or colour does not necessarily make an item individually personalised.

6. Bespoke couture and commissions

For a signature gown or custom suit made to your exact measurements, material choices or other individual instructions, the statutory change-of-mind cancellation exception may apply. Before confirming a bespoke commission, we will explain what is customised, any deposit or payment schedule and the relevant cancellation arrangements in writing. This does not remove the right to appropriate remedies if the final garment is faulty or not as described.

7. Faulty goods — your statutory rights

If an item is faulty, damaged, not as described or not of satisfactory quality, the Consumer Rights Act 2015 may entitle you to remedies including rejection and refund within the first 30 days, or repair, replacement or another remedy as appropriate after that. Some time limits and exceptions may depend on the circumstances. We do not restrict these rights.

8. Third-party purchases and digital services

Books bought directly through Lulu or other independent retailers should be returned or raised with the retailer identified at checkout; their processes apply subject to applicable consumer law. Event hire and digital downloads or courses may have additional legal cancellation rules that will be stated separately before purchase. Immediate digital content supply may require your express consent and acknowledgement regarding cancellation rights.

9. Model cancellation notice

You may copy and send the following after checkout has launched. The receiving business email and postal address will be published before we accept any payment.

10. Contact and return instructions

For return or refund enquiries, email info@bgsmenterpriseboutique.com. Once BGSM checkout is open, your order confirmation and this policy will include the identity and postal address of the seller and instructions for sending a return. Please do not post a return to an address found on social media or an unverified marketplace listing. Contact BGSM first.