1. Your 14-day right to cancel (consumers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are buying as a consumer you have 14 calendar days from the day you (or someone you nominate) receive your goods to change your mind and cancel. You then have a further 14 days to return the goods to us.
This right does not apply to:
- Sealed food, drink, hygiene or personal-care products once the seal has been broken (for health and food-safety reasons).
- Goods that have been opened, used or are no longer in a re-sellable condition.
- Products with a short shelf life (e.g. chilled or short-dated stock).
- Goods made or personalised to your specification.
2. How to cancel
To exercise your right to cancel, email info@bzexpress.uk with your order number and the items you want to return. You may also write to us at Unit 9, Maybells, Commercial Estate, Ripple Road, Barking, Essex, London, IG11 0TP or call +44 20 3930 0545. A clear statement of cancellation by any means is enough.
3. Returning the goods
- Goods must be returned unopened and in their original packaging within 14 days of telling us you want to cancel.
- You are responsible for the cost of returning the goods to us unless they are faulty, damaged on arrival or sent in error.
- Please pack items securely. We'd recommend a tracked service for anything over £50. We can't refund items that don't reach us.
4. Refunds
We'll refund the price you paid for the cancelled items, plus standard delivery costs, within 14 days of either receiving the goods back or you providing proof of postage, whichever is sooner.
Refunds are issued to your original payment method. Card refunds usually appear within 5–10 working days, depending on your bank.
5. Damaged, faulty or incorrect goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something arrives damaged, is faulty or is not what you ordered:
- Let us know within 48 hours of delivery by emailing info@bzexpress.uk with photos and your order number.
- We'll arrange a replacement, repair or refund at no cost to you, whichever you prefer and is appropriate.
- We'll cover the cost of return shipping in these cases.
6. Business customers
If you bought as a business (rather than a consumer), the 14-day statutory cooling-off period does not apply. We are still happy to discuss returns for unopened, in-date stock on a case-by-case basis. Please get in touch and we'll do our best to find a workable solution.
7. Cancelling before dispatch
If you change your mind beforeyour order has been dispatched, just email us and we'll cancel it and refund you in full straight away. Once an order has been picked and is on its way, we may not be able to recall it.
Need help?
Most return queries can be sorted in a single email. Reach us at info@bzexpress.uk or +44 20 3930 0545. See Contact us for opening hours.