Refund policy
Last updated: 14 August 2026
We want you to feel confident ordering from BV Shop. This policy explains change-of-mind returns, cancellations, exchanges and refunds for all products bought from us.
Nothing in this policy affects your statutory rights.
Change-of-mind returns
For most products bought online, you may cancel without giving a reason by notifying us within 14 days after the day you receive your order.
If one order is delivered in separate parcels on different days, the cancellation period normally runs from the day after you receive the final item. After notifying us, you have a further 14 days to return the goods.
How to request a return
To cancel or arrange a return, clearly tell us within the applicable deadline. You can email Shop@thebvgroup.co.uk or write to the address below. You do not need prior approval, but contacting us before sending an item helps us identify and process it. Where available, please include:
- Your full name
- Your order number
- The product you want to return
- A clear statement that you wish to cancel or return it
- The reason, if the item is faulty, damaged, incorrect or not as described
- Clear photographs where relevant
We will reply with return instructions, but our reply is not required for a valid cancellation to take effect. Our return address is:
BV Shop Returns
9 Victoria Road
Walton-le-Dale
Preston
PR5 4AA
United Kingdom
Condition of returned items
You may inspect and try on an item in the same way you reasonably could in a shop.
For change-of-mind returns, please return items:
- Unworn other than for a reasonable try-on
- Unwashed
- With tags still attached where possible
- With original packaging where reasonably possible
- Free from marks, odours, pet hair or other signs of use
We may make a lawful deduction where handling beyond what is reasonably necessary has reduced the item’s value.
Return postage
For a change-of-mind return, you are responsible for the return postage cost. We recommend using a tracked service and retaining proof of postage. We do not charge a separate cancellation or restocking fee.
If an item is faulty, damaged, misdescribed or sent incorrectly, BV Shop will cover reasonable return costs where a return is required.
Refunds
Eligible refunds will be made to the original payment method unless you expressly agree otherwise.
We may withhold a change-of-mind refund until we receive the goods or you provide evidence that you sent them back, such as proof of postage. The refund will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that you sent them back, whichever happens first.
If you cancel before the goods are sent to or received by you and there is nothing to return, we will refund you without undue delay and no later than 14 days after you tell us you are cancelling.
If you cancel the whole order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service does not have to be refunded unless the order was faulty, incorrect or the law otherwise requires it.
Your bank or payment provider may take additional time to display the refund after we issue it.
Faulty, damaged, incorrect or misdescribed goods
Goods must be of satisfactory quality, fit for purpose and as described.
If a product is faulty, damaged, incorrect or materially different from its description, email Shop@thebvgroup.co.uk with your order number and photographs where possible.
You may have a legal right to reject faulty goods for a full refund within 30 days. After that period, you may be entitled to a repair or replacement and, in some circumstances, a price reduction or refund.
Original packaging is not required for a valid faulty-goods claim, although we may ask for reasonable proof of purchase.
Personalised products and other lawful exceptions
Change-of-mind cancellation rights may not apply where the law provides an exception, including:
- Goods made to your individual specification or clearly personalised
- Sealed goods that cannot be returned for health or hygiene reasons once unsealed
- Other products expressly excluded by applicable consumer law
Any applicable exception will be made clear before purchase. A standard BV design or standard-size garment is not treated as personalised merely because it is produced after an order is placed.
Opening a sealed collectible or mystery product can go beyond the inspection reasonably permitted in a shop and may substantially reduce its resale value. Where legally permitted, any deduction will reflect the actual reduction in value.
Faulty, damaged, incorrect or misdescribed products remain covered by your statutory rights even where a change-of-mind exception applies.
Sale items
Sale and promotional items have the same statutory rights as full-price items.
Exchanges
Contact us before returning an item if you need another size or product. We will confirm whether a direct exchange is available.
Where an exchange cannot be arranged, you may return the original item under this policy and place a new order, subject to availability.
Cancelling before dispatch
Contact us as soon as possible if you want to cancel or change an order. Order changes cannot be guaranteed once preparation has begun. For most goods, you may still exercise your statutory cancellation right before dispatch; lawful exceptions apply to genuinely personalised or customer-specified goods.
If it is too late to stop dispatch, you can use the return process above after receiving the order.
Model cancellation form
You may copy and use the form below, but you do not have to use it:
To: BV Shop, 9 Victoria Road, Walton-le-Dale, Preston, PR5 4AA, United Kingdom
Email: Shop@thebvgroup.co.ukI/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer signature (only if submitted on paper):
Date:
Questions about a return can be sent to Shop@thebvgroup.co.uk. You can also read our Delivery & Shipping and Terms of Service pages.