You have 30 days from the day your parcel is delivered to start a return – not 30 days from the day you ordered. There is no restocking fee, ever. Below is exactly who pays for what, what we can and cannot take back, and how long a refund takes.
The 30-day window – when it opens and closes
The clock starts on the date the carrier records your parcel as delivered, and runs for 30 calendar days – not business days.
Delivered on 3 March → your last day to open a return is 2 April.
“Opening” a return means emailing us, not posting the parcel
What has to happen inside the 30 days is that you email us and receive an RMA number. Once you have that RMA you get a further 14 days to actually put the item in the post. So a return opened on day 29 is still valid even though the parcel reaches us well after day 30.
Who pays the return postage
This is the part most policies leave vague, so here it is as a table. The short version: if the problem is ours, we pay; if you simply changed your mind, you pay. Either way there is no restocking fee.
| Reason for the return | Postage | What you get back |
|---|---|---|
| Item arrived faulty or damaged | We pay | Full refund including original shipping, or a free replacement – your choice. We email a prepaid label. |
| Wrong item, colour or size was sent | We pay | Full refund including original shipping, or the correct item sent free. We email a prepaid label. |
| Item does not match its description on this site | We pay | Full refund including original shipping. We email a prepaid label. |
| You changed your mind | You pay | Refund of the item price. Original shipping is not refunded. |
| Wrong option ordered, or it does not fit | You pay | Refund of the item price. Original shipping is not refunded. |
| Unwanted gift | You pay | Refund of the item price. Original shipping is not refunded. |
We do not deduct a percentage, a handling charge or a “processing fee” from a refund. What you paid for the item is what comes back.
On a return you are paying for
Use any tracked service you like – we do not require a particular carrier. Do use tracking. An untracked parcel that never arrives cannot be refunded, because there is no way for either of us to show it was sent.
What condition it has to come back in
To be refunded, an item needs to come back:
- Unused, beyond checking that it works or trying it on
- With any tags, labels and hygiene seals still attached and unbroken
- In its original packaging and box, with every accessory, fixing, remote, cable and manual that came with it
- Free of smoke, pet hair and marks from use
An item returned used, damaged, altered or with the seals removed cannot be resold. We photograph it, email you, and post it back to you at our cost – but we cannot refund it. We will not quietly keep both the item and your money.
Two things that trip people up
What we cannot take back at all
This list is short on purpose, and every entry on it is about hygiene or safety rather than convenience.
| Item | Why, and from when |
|---|---|
| Personal-care items with a hygiene seal | Once the seal is broken. Grooming heads, nasal and ear devices, oral and foot-care items, anything that goes in or on the body. |
| Worn compression wear, braces and supports | Once worn against the skin. Trying one on over clothing to check the fit is fine and does not count. |
| Pet items an animal has used | Once used. Worn collars and harnesses, slept-in beds, chewed toys and used grooming tools cannot go back on the shelf. |
| Pierced or body-contact jewellery | Where any is ever carried — hygiene rules. We do not currently stock this category. |
| “Final sale” items | Marked clearly on the product page at the time you bought. These are rare. |
Electrical goods, cameras, toys, tools, garden and kitchen items are all returnable on a change of mind within the 30 days. And if an item is faulty, none of the list above applies: a faulty item is always returnable, sealed, worn, used and final-sale stock included. A safety fault has no time limit at all — see Product Safety & Responsible Use.
How to start a return
- Email us Send support@bgalz.com your order number, which item you are returning and the reason. If it is faulty or damaged, attach photographs – that alone usually settles who pays.
- We reply within one business day You get an RMA number and the return address. If the fault is ours, a prepaid shipping label comes with it.
- Post it within 14 days Write the RMA number on the outside of the parcel. A parcel with no RMA on it cannot be matched to an order.
- We inspect and email you the outcome Same day it arrives. Then the refund goes out within 5 business days.
1500 N Grant St, Ste N, Denver, CO 80203 is our correspondence address, not the returns counter. Returns go to the address on your RMA email. A parcel sent there without an RMA cannot be matched to an order and cannot be refunded.
Refund timing, and what exactly gets refunded
Refunds are issued within 5 business days of the item arriving and passing inspection, back to the original payment method. We cannot refund to a different card or a different PayPal account – that is a limit of the payment provider, not a policy choice.
How long the money takes to appear
Once we issue it, the timing is your bank’s, not ours:
| Paid with | Typical time to appear |
|---|---|
| PayPal balance | Same day to 2 business days |
| Visa or another card via PayPal | 3 – 10 business days, set by the card issuer |
What is included in the refund
| Component | Refunded? |
|---|---|
| Item price | Always on any accepted return |
| Original shipping you paid | Yes when the fault is ours · No on a change of mind |
| Import duty | Not applicable – orders ship from Tempe, Arizona, so no duty is ever charged |
Exchanges and cancelling
We do not run exchanges – and why
A swap-in-place would mean your item travels back to us and the replacement only leaves afterwards, so you wait for both legs with nothing in hand. Instead: return the item for a refund and place a new order for the option you want. The new order ships immediately rather than waiting on the return.
Cancelling before it ships
Email us within the 1 business day handling window and we cancel and refund in full. Once the parcel has a tracking number it is with the carrier, and it has to be handled as a return instead.
Your statutory rights
Nothing on this page limits your rights under US federal or state consumer law.
If an item fails in normal use because of a manufacturing defect, contact us whatever the calendar says. A part that gives way after five weeks is a defect, not a change of mind, and we will deal with it on that basis.