Refund policy

Changing your mind
You can cancel your order at any time before it is delivered. After delivery, you have 30 days to tell us you want to send something back. That is longer than the 14 days the law gives you, and it applies to everything you buy from us except the items listed under "Items we can't take back" below.

How to start a return
Email us at support@bsrdirect.co.uk within 30 days of delivery with your order number and the item you want to return, and we will reply with the next steps. Once you have told us, you have 14 days to get the item back to us.

Sending the item back
If you have simply changed your mind, you cover the cost of getting the item back to us. You can use your own insured courier, or ask us for a collection quote. The price depends on the size and weight of the item and how far it has to travel, so we will confirm the cost with you before we arrange anything. Please pack the item with reasonable care so it is not damaged on the way, and include everything that came with it: accessories, manuals, and any free gift or promotional item supplied with your order. The item stays your responsibility until it reaches us, so we recommend a tracked, insured service.

Condition of returned items
If the item comes back unused and in its original packaging, you will get a full refund. You are welcome to unpack it and check it over, the same way you would in a shop. If you have used it, had it installed, or handled it more than you needed to in order to inspect it, and that has reduced its value, we may take that loss in value off your refund. After your first 14 days with the item, we can only accept a change-of-mind return if it is unused. If you bought a bundle or set, every item in it needs to come back for a full refund.

Refunds
We will refund you to the payment method you used for the order, within 14 days of receiving the item back (or of you showing us proof that you have sent it, if that comes first). If you cancel within 14 days of delivery, we will also refund the standard delivery charge you paid. Any courier costs you paid to send the item back are not refunded. Your bank or card company may take a few extra days to show the money. If more than 14 days have passed and you have not received your refund, please email us at support@bsrdirect.co.uk.

Items we can't take back
If you have simply changed your mind, we cannot accept personal care and hygiene items once the hygiene seal or packaging has been opened, or anything made or specially ordered to your own requirements.

Damaged, faulty or wrong items
Please check your order as soon as it arrives. If something is damaged, faulty or not what you ordered, email us straight away with your order number and a few photos. Your rights under the Consumer Rights Act 2015 apply. If a fault is confirmed within 30 days of delivery, you can have a full refund, or ask for a repair or replacement instead. After 30 days, and up to 6 months, we will repair or replace the item. If that is not possible, you can keep it and receive a partial refund, or return it for a full refund. After 6 months, you will need to show the fault was there when the item was delivered. We cover the cost of collecting or returning a faulty item. Sometimes a problem turns out to come from setup or installation, so we may ask you to confirm the fault with the manufacturer first, and we will help you get in touch with them.

Warranty
Every product is covered by the manufacturer's standard warranty only. BSR Direct does not offer any extra or extended warranty on top of what the manufacturer provides. This does not affect your legal rights.

Exchanges
The quickest way to get a different item is to return the one you have for a refund and place a new order for the one you want.

Questions
Email support@bsrdirect.co.uk and we will help. Nothing in this policy affects your statutory rights.