Refund & Returns Policy

This Refund and Return Policy applies to all purchases made through The Buyers Galaxy website.

Contact Information

If you need assistance with returns or refunds, please contact our support team via:

Return Eligibility

Customers in United Kingdom can return items within 30 days of receiving their order. Returns are accepted if the item meets the conditions specified below.

How to Request a Return

  1. Contact Us: Email support@thebuyersgalaxy.com with your order number and reason for return.
  2. Approval Process: Once reviewed, we will provide return instructions and, if applicable, issue a prepaid return label.

Return Packaging and Shipping

  1. Ensure the product is in its original packaging with all accessories and tags intact.
  2. Include the return authorization form along with any necessary documentation.
  3. Use the provided prepaid shipping label (if applicable) or follow our return shipping guidelines.

Return Shipping Costs

  • Defective or Incorrect Items: We cover return shipping costs if the item is faulty, damaged, or incorrect.
  • Change of Mind: Customers are responsible for return shipping fees if returning due to preference, incorrect size, or other non-defective reasons.

Return Conditions

  • Unwanted Items: Products must be unused, undamaged, and in their original packaging.
  • Defective or Damaged Goods: Report issues within 48 hours of delivery with supporting images. We will assess the claim and arrange a return or replacement.
  • Incorrect Orders: If you receive the wrong item, notify us, and we will provide a prepaid return label and send the correct product.
  • Lost Shipments: If your order has not arrived within the expected timeframe, contact us for an investigation. If unresolved, we will issue a replacement or refund.
  • Order Cancellation: Orders may be cancelled before dispatch. If already shipped, the standard return process applies.

Refund Process

  1. Return Window: Return requests must be initiated within 30 days of delivery, and items must be shipped within 14 days of approval.
  2. Inspection: Upon receiving the returned item, we will inspect it and notify you of the outcome within 7 business days.
  3. Refund Timeline: Approved refunds will be processed to the original payment method within 7 business days after inspection.

Non-Returnable Items

The following items cannot be returned:

  • Customised or personalised products
  • Hygiene-related items (e.g., undergarments, opened skincare products)

Return Address

All approved returns should be sent to Unit 4 Tunstall Trade Park, Brownhills Road, Stoke on Trent, ST6 4SE. United Kingdom.

Shipping Details

  • Courier Service: DHL with tracking
  • Restocking Fees: None

Your Consumer Rights

This policy does not affect your statutory rights under applicable consumer laws.

Further Assistance

For more details, visit our Customer Help & FAQ page or contact us at support@thebuyersgalaxy.com.