You have 30 days from the day your parcel is delivered to start a return. Not 30 days from the day you ordered – a distinction that matters when a parcel spends up to two weeks in transit.
When the window opens and closes
The clock starts on the date FedEx records your parcel as delivered, and runs for 30 calendar days. If FedEx marks delivery on 3 March, your last day to open a return is 2 April.
“Opening a return” means emailing us and receiving an RMA number – not the date the parcel gets back to us. Once you have an RMA you have a further 14 days to post the item.
Who pays the return postage
This is the part most policies leave vague, so here it is in a table.
| Reason for return | Who pays return postage | What you get back |
|---|---|---|
| Item arrived faulty or damaged | BGalz – we email a prepaid label | Full refund including original shipping and duty, or a free replacement |
| Wrong item, colour or size was sent | BGalz – we email a prepaid label | Full refund including original shipping and duty, or the correct item sent free |
| Item does not match its description on this site | BGalz – we email a prepaid label | Full refund including original shipping and duty |
| Changed your mind | Customer | Refund of the item price |
| Wrong size ordered / does not fit | Customer | Refund of the item price |
| Unwanted gift | Customer | Refund of the item price |
There is no restocking fee in any of those rows. We do not deduct a percentage, a handling charge or a “processing fee” from a refund.
On a customer-paid return you can use any tracked service you like; we do not require a particular carrier. Use tracking – an untracked parcel that does not arrive cannot be refunded, because we have no way to confirm it was sent.
What we can accept back
To be refunded, an item must come back:
- Unworn and unwashed, other than trying it on
- With all original tags still attached
- In its original packaging, including any garment bag or box
- Free of perfume, deodorant marks, smoke and pet hair
An item that comes back worn, washed, altered or with the tags removed cannot be resold. We will photograph it, email you, and return it to you at our cost – but we cannot refund it.
Items we cannot take back at all
- Swimwear where the hygiene liner has been removed
- Pierced jewellery, where any is carried
- Items marked “Final sale” on the product page at the time of purchase – we mark these clearly and they are rare
Nothing else is excluded. If an item is faulty, none of the above applies: a faulty item is always returnable, including swimwear and final-sale stock. This does not affect your statutory rights.
How to start a return
- Email support@bgalz.com with your order number, the item you want to return and the reason. If the item is faulty or damaged, attach photographs.
- We reply within one business day with an RMA number and the return address. On a BGalz-paid return, a prepaid FedEx label comes with it.
- Write the RMA number on the outside of the parcel and post it within 14 days.
- We inspect on arrival and email you the outcome the same day.
Do not post a return to our Tempe office. 2333 E Southern Ave UNIT 1065, Tempe, AZ 85282, United States is a business office with no warehouse. Returns go to the address on your RMA email, which is our returns processing centre. A parcel sent to the office without an RMA cannot be matched to an order and cannot be refunded.
Refund timing and method
Refunds are issued within 5 business days of the returned item arriving and passing inspection, back to the original payment method. We cannot refund to a different card or a different PayPal account.
How long the money then takes to appear is up to your bank:
| Paid with | Typical time to appear |
|---|---|
| PayPal balance | Same day to 2 business days |
| Visa or other card via PayPal | 3 – 10 business days, set by the card issuer |
What gets refunded
- Item price: always, on any accepted return.
- Original shipping: refunded when the return is our fault (faulty, damaged, wrong item, not as described). Not refunded on a change-of-mind return.
- Import duty: refunded in proportion to the value of the goods returned, on any accepted return – including change of mind. Duty you paid on goods you sent back is not ours to keep.
Exchanges
We do not run a swap-in-place exchange, because the item would have to travel from Hong Kong again and you would wait another two weeks with nothing in hand. Instead: return the item for a refund and place a new order for the size or colour you want. The new order ships immediately rather than waiting for the return to arrive.
Cancelling before dispatch
Email us within the 1 – 2 business day handling window and we will cancel and refund in full, duty included. Once the parcel has a FedEx tracking number it is on its way and has to be handled as a return.
Faulty goods and your statutory rights
Nothing on this page limits your rights under US federal or Arizona state consumer law. If a garment fails in normal wear because of a manufacturing defect, contact us whatever the calendar says – a seam that gives way after five weeks is a defect, not a change of mind, and we will deal with it.
Questions
Email support@bgalz.com or call +1 859-555-5321, Monday to Friday 9:00 – 18:00 MST. Related: Shipping & Delivery · FAQ · Terms & Conditions.