Returns & Refunds
BV Shop is operated by the BV Group partnership of Valentin Fiser and Benjamin Lewis Jackson. We want you to be completely happy with your purchase. If you are not satisfied, please read our policy below.
Your Right to Cancel (UK Distance Selling Regulations)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party nominated by you, takes physical possession of the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. a letter sent by post or email). You may use the model cancellation form below, but it is not obligatory.
How to Return an Item
- Contact us within 14 days of receiving your order via our Contact & Complaints page or by emailing shop@theBVgroup.co.uk.
- We will provide you with return instructions.
- Return the item in its original condition, unused and in its original packaging where possible.
- Once we receive and inspect the returned item, we will process your refund.
Refunds
We will reimburse all payments received from you, including the cost of standard delivery (but not any extra costs if you chose a more expensive delivery option), without undue delay and no later than 14 days after the day we receive the returned goods.
Refunds will be made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.
Exceptions — Items That Cannot Be Returned
Please note that the right to cancel does not apply to:
- Personalised or made-to-order items — goods that are made to your specifications or clearly personalised (this applies to some of our print-on-demand clothing and apparel, fulfilled via our partner Gelato).
- Mystery and surprise items — products sold as mystery boxes, mystery dice, or any other surprise item where the contents are revealed only after purchase. By their nature, these items cannot be returned simply because you did not receive a specific item. This does not affect your statutory rights if an item arrives faulty or damaged.
If you are unsure whether your item is covered, please contact us before placing your order.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 30 days of receipt with a description and photo of the issue. We will arrange a replacement or full refund at no cost to you. This applies to all products, including mystery and surprise items.
Model Cancellation Form
To: BV Group (Valentin Fiser and Benjamin Lewis Jackson), trading as BV Shop
Email: shop@theBVgroup.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.