Refund policy

Returns

If you are not completely satisfied with your purchase, you can return it to us within 14 (fourteen) days of receipt, in excellent condition suitable for resale and in its original packaging (audio product must be in its original wrapping and unopened) for a replacement of the same item if stock is available or a refund. After cancelling the order you have 14 (fourteen) days to return any items already shipped. You will be refunded within 14 (fourteen) days of receipt of your return. Please note we do not accept exchanges.

To return an item please contact our Customer Services department via HELP & FAQ's or CONTACT links in the footer.

BSI Merch strongly recommends that customers use tracked shipping when returning any item in order to claim lost shipping costs, if the goods do not arrive tracking information will be required.

BSI Merch cannot be held responsible for lost/damage returns where third party couriers are responsible or tracking information is not provided.

Damaged/faulty goods should not be returned before contacting BSI Merch or the return will be deemed unauthorised.

Postage/delivery charges are not refunded unless the goods are faulty. Please obtain a proof of postage, as BSI Merch cannot be held responsible for non-receipt of returns.

Unauthorised returns may not be accepted.

No returns will be accepted after 28 days of delivery, except where goods are faulty, damaged, or not as described, in which case your statutory rights under UK and EU consumer law continue to apply regardless of this period.

Faulty, damaged or misdescribed items

  • Refunds always cover the product value of the faulty item(s).
  • In most cases we will confirm the issue based on photos or evidence, and a return will not be required.
  • If we request a return, we will cover all return shipping costs.
  • Repayment of any associated duties, tariffs or shipping costs is discretionary and considered case by case, depending on whether recovery through our courier or customs broker is possible.
  • Non-faulty items in the same order remain valid imports and are not eligible for refund of duties, tariffs or shipping costs.

Undelivered or refused orders

If a US order is undelivered due to incorrect address details, or if the customer refuses delivery and the parcel is returned to us:

  • We will refund the product cost only, once the goods are received back in resaleable condition.
  • Original shipping costs, duties and tariffs are non-refundable.
  • If the goods do not arrive back with us (for example abandoned or destroyed by US Customs), no refund will be issued.

Damaged Items

If your item arrives with damage, please contact us within 7 days of receipt with clear photos of the issue.

For minor cosmetic issues or packaging imperfections that do not affect use, we may offer a partial refund of up to 10% as a goodwill gesture. You may also return the item for a full refund — in such cases, return postage costs will be your responsibility.

For significant damage or if the product is not as described, we will offer a full refund or replacement, including any return postage costs.

Under UK and EU consumer law, you also have the right to cancel your order and return items for any reason within 14 days of receipt. If you choose to cancel, we will refund the item cost and any standard delivery charges. You will need to cover the return shipping unless the item is faulty.

Exchanges

We do not offer exchanges. If you would like a different item, please return your original purchase for a refund and place a new order for your preferred product.

Personalised Items

In the UK and EU, personalised items are generally exempt from the standard returns rules under the Consumer Contracts Regulations (formerly known as the Distance Selling Regulations).

For most items bought online, consumers have a 14-day "cooling-off period" during which they can cancel the purchase and return the item, even if there is no defect. However, this right does not apply to personalised or custom-made items (e.g., custom-printed clothing or engraved items), as they are made specifically to the consumer's specifications.

If a personalised item is faulty or not as described, consumers still have the right to request a repair, replacement, or refund under standard consumer protection laws. But if there's no defect and the item was made to order, the seller is typically not required to accept returns.