Returns & Refunds

We want you to be satisfied with your purchase. This Returns & Refunds Policy explains how to request a return, which products are eligible and what to do if an item arrives faulty, damaged or incorrect.

Change-of-Mind Returns

For a change-of-mind return, the product must be unused, unopened and in a condition suitable for resale. Original packaging, labels, accessories and all hygiene or security seals must remain intact.

• The product must not have been used, tested, sampled or altered.
• Any protective, hygiene, tamper-evident or security seal must remain intact.
• The original packaging and accessories must be included.
• The item must be in a resaleable condition.
• You must provide an order number or another acceptable proof of purchase.

Choosing Colours, Shades and Fragrances

Product colours, shades and packaging may appear slightly different depending on lighting, screen settings, photography and manufacturer updates. Fragrance, texture and performance can also be experienced differently by each person.

Please check the product description, shade name, size, ingredients and suitability before ordering. If you are uncertain about a colour, fragrance or product type, contact us before opening or using the item.

Disliking a colour, fragrance, texture or result after the product has been opened or used does not, by itself, mean that the product is faulty.

Return Postage

For an eligible change-of-mind return, you are responsible for the cost of returning the item to us. We recommend using a tracked postal service because you remain responsible for the parcel until it reaches us.

Where required by law, we will refund the original standard delivery charge. Additional amounts paid for express, next-day or enhanced delivery services may not be refundable.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives. If an item is faulty, damaged, leaking, expired, not as described or incorrectly supplied, contact us as soon as possible at
info@bcgel.co.uk.

Include your order number, a description of the issue and clear photographs of the item, batch code, packaging and delivery parcel where relevant.

We will assess the issue and explain the appropriate remedy, which may include a replacement, refund or another solution in accordance with your statutory rights. Where appropriate, we will provide return instructions and cover reasonable return costs.

Allergic Reactions and Product Suitability

Ingredients and product information are provided to help customers make an informed choice. Customers should review the ingredient list and follow the manufacturer’s instructions, warnings and patch-test guidance before use.

A personal dislike, sensitivity or reaction does not automatically establish that a product is defective. However, please contact us if you believe the product is faulty, contaminated, incorrectly labelled or different from the product ordered.

Stop using the product if irritation occurs and seek appropriate medical advice where necessary.

Products We Cannot Accept as Change-of-Mind Returns

Unless the product is faulty, damaged, incorrectly supplied, not as described or your statutory rights otherwise apply, we cannot normally accept:

• Opened or used cosmetics, makeup, skincare, haircare, nail products or fragrances.
• Products that have been tested, sampled, sprayed or partially consumed.
• Products with broken, removed or damaged hygiene, tamper-evident or security seals.
• Items that are not in a resaleable condition.
• Personalised, customised or specially ordered products.
• Perishable products.
• Gift cards.
• Items damaged through misuse, neglect, improper storage or failure to follow the manufacturer’s instructions.

Sale and Promotional Items

Sale and promotional products have the same statutory rights as full-price products. Eligible unopened items may be returned under this policy, and faulty sale items remain covered by your legal rights.

Exchanges

We do not currently offer direct exchanges. Return an eligible unopened item in accordance with this policy and place a separate order for the replacement product.

Refunds

Once your return arrives, we will inspect it and confirm whether the refund has been approved. Approved refunds will be issued to the original payment method.

After a refund has been issued, your bank, card provider or payment service may require additional time to display the funds in your account.

For a valid online cancellation, we will process the refund within the period required by applicable consumer law. We may wait until the returned goods have been received or until you provide evidence that they have been sent.

No Standard Restocking Fee

We do not charge a standard restocking fee. Where legally permitted, a refund may be reduced only to reflect a genuine loss in value caused by handling beyond what would reasonably be necessary to inspect the item.

This is not a penalty and does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

How to Request a Return