Refund policy

Thank you for purchasing from Biewell. Your complete satisfaction with every purchase is our top priority. We're well aware that shopping online can sometimes be a bit tricky, and things may not always turn out as expected.

If you're not satisfied with your purchase from our online store for any reason, you're welcome to initiate a return request. We aim to make this process as smooth and hassle-free as possible for you. 

However, we'd like to kindly remind you that our return policy only applies to items bought directly from Biewell. We're unable to accept returns for products purchased through third-party retailers. We appreciate your understanding and hope that you'll have a wonderful shopping experience with us.

 

Return Window

At Biewell, we offer a 30-day return policy for all products purchased directly from biewell.com. This means that once you receive your order, you have 30 days from the delivery date to initiate a return. We believe this gives you ample time to assess your purchase and decide if it meets your expectations.

If more than 30 days have passed since you received your item, we reserve the right to accept a return. Rest assured, though, that we always do our best to be understanding and flexible in such situations.

It's important to note that items marked as final sale are an exception to our return policy. These products cannot be returned or exchanged under any circumstances. We clearly label all final sale items on our website to help you make informed purchasing decisions. We hope this policy gives you the confidence and flexibility you need when shopping with us at Biewell.

 

Refund Eligibility Criteria

For a refund to be approved, you need to meet specific conditions.

First, you must submit a return request within 30 days of the delivery date. As detailed above, this 30-day window is our standard return period. 

Secondly, the item you're returning must be in immaculate condition. It should be exactly as you received it - completely unused, without any signs of wear or damage. All tags must still be attached, and the product should be in its original packaging. If there are any visible signs of usage, such as scratches or stains, or if the product has been tampered with in any way, we will unfortunately be unable to process your refund request. Shipping and delivery fees are non-refundable. 

Finally, when returning the item, please use a trackable shipping service. This allows us to monitor the return shipment and ensures a smooth and efficient refund process. By adhering to these guidelines, you can ensure a seamless refund experience.

 

Damages & Issues

We ask all customers to carefully inspect their orders upon receipt. If you find that the item is defective, damaged, or if you've received the wrong item, please reach out to us without delay. To enable us to provide the quickest possible after-sales service, when you contact us, please include your order number and the quantity of damaged products, along with clear photos and, if applicable, videos of the affected items. You can send all this information via email to support@biewell.com. We'll promptly assess the situation and take the necessary steps to resolve the issue.

 

Exceptions & Non-returnable Items

Some items are non-returnable. This includes custom products, such as special orders or personalised items tailored to your unique specifications. Additionally, items bought from third-party retailers and e-gift cards cannot be returned.

If you're unsure whether your specific item can be returned, don't hesitate to contact us. We're here to help clarify any questions or concerns you may have.

Given the nature of our products, if an item has been opened or its seals are broken and you simply don't want it anymore, we are unable to provide a replacement or issue a refund.

 

How to Initiate a Return Request

Initiating a return is easy and straightforward. First, please email us your order number and the reason for the return. This information is crucial as it enables us to quickly identify your purchase and understand your concerns, allowing for a more personalized and efficient handling of your request.

Once we receive your email, our dedicated customer service team will promptly review your return request. If approved, you'll receive an immediate email notification. This email will provide clear instructions on where to send your package and detailed guidance on the proper return procedure, ensuring you have no confusion throughout the process.

We understand that it might seem tempting to send items back without prior approval, but please note that this approach can lead to complications. Without a pre-approved return, we won't be able to accept those items. This policy isn't about being strict; it's about maintaining a streamlined system that benefits all our customers. By following the proper return process, we can guarantee that your refund is processed accurately and in a timely manner. Our goal is to resolve your issue as quickly as possible, and adhering to this process is the best way to achieve that. Please start the return process by emailing us. Your satisfaction is our top priority, and this process is in place to ensure that you have a seamless experience, even when returning a product.

 

Exchanges

If you're looking to exchange an item, the best way to get started is by emailing us. Our dedicated customer service team is available to walk you through the exchange process. They'll provide you with all the necessary details on how we'll arrange the swap, ensuring a seamless experience.

However, if an exchange isn't possible at your location due to certain logistical constraints, don't worry. In such cases, we suggest returning the item you currently have. As soon as we've processed and accepted the return, you can then go ahead and make a new purchase for the item you'd like instead. We strive to make these processes as straightforward as possible, and our team is here to support you every step of the way.

 

Order Cancellation

To cancel an order, please submit your request within 12 hours of placing it. Regrettably, we are unable to accommodate cancellation requests once an order has been shipped. This policy ensures smooth operations and efficient service for all our customers. We appreciate your understanding and encourage you to review your order details carefully before finalising your purchase to avoid any inconvenience.

 

Refund Process

Once we receive your returned item, our team will conduct a thorough inspection. You'll be promptly notified as soon as this inspection is complete, and we'll clearly inform you whether your refund has been approved.

If your refund is approved, the amount will be automatically credited back to the original payment method you used for the purchase. However, please note that the time it takes for the refund to appear in your account can vary. Depending on your payment method and bank, this process typically ranges from 5 to 12 business days. However, in many cases, you will receive a refund more quickly. This timeline excludes public holidays and bank holidays, as these can impact the processing speed of financial transactions.

For all return requests, please note that the refund amount will not cover the initial delivery charges, any return postage you may have incurred, or any applicable import duties.

There is a 3% to 4% fee for any order cancelled by the customer after the credit card or PayPal has been charged. This fee is charged by the credit card or PayPal company, not Biewell. It is the amount they withhold from Biewell to process your cancellation.

We appreciate your understanding, as these are industry-standard practices that ensure fair and accurate refund processing.

 

Changes to This Return & Refund Policy

We reserve the right to update this policy at any time. We may make such changes without providing advance notice to our customers. We encourage you to review this policy periodically to stay informed of any alterations. This ensures you are always aware of the terms and conditions governing our services and interactions.

 

Contact Us

For all your return & refund related questions, don't hesitate to contact us at support@biewell.com. Our team is dedicated to providing you with clear and helpful answers.