At B&M Online Store, we understand that creating your perfect home requires careful consideration, and sometimes products may not meet your expectations. Just as we curate our collections with attention to detail, we’ve designed our returns process to be straightforward and customer-focused.
Eligibility Period
You have 15 days from the date you receive your item to initiate a return or exchange request.
Condition Requirements
To be eligible for return or exchange, items must be:
- In original, unused condition
- In original packaging with all tags attached
- Accompanied by the original receipt or order confirmation
- Free from any damage, stains, or odors
Non-Returnable Items
Based on the nature of certain products, the following items cannot be returned or exchanged:
- Candles & Diffusers (for hygiene and safety reasons)
- Customized Curtains & Panels (made to your specifications)
- Personalized Decorative Items
- Items marked as “Final Sale”
Return Process – Step by Step
Step 1: Submit Return Request
Contact our customer service team within 15 days of receiving your order using the template below:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear B&M Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return: [Product Name(s) and Quantity]
Reason for Return: [Please specify – Size, Color, Damage, etc.]
Preferred Resolution: [Refund/Exchange for [Product Name]]
Contact Information: [Your Phone Number]
Thank you for your assistance.
Step 2: Receive Authorization
Within 24 hours (during business days), we’ll email you a Return Authorization Number and shipping instructions.
Step 3: Package and Ship
Securely package the item(s) in original packaging, include the return form, and ship to:
B&M Online Store Returns
74 Park Row
Bristol, GB BS2P 1XS
Step 4: Processing
Once we receive your return, we’ll process it within 3-5 business days.
Refund Information
Refund Timeline
- Credit Card Payments: 5-10 business days after we process your return
- PayPal Payments: 3-5 business days after we process your return
What’s Refunded
We refund the product cost minus original shipping charges. Return shipping costs are the customer’s responsibility unless the return is due to our error or damaged item.
Exchange Process
Exchanges follow the same process as returns. Once we receive your returned item, we’ll ship the replacement product. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement at no additional cost to you.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Our shipping error (wrong item sent)
- Damaged upon arrival
- Defective product
Email: [email protected]
Response Time: Within 24 hours during business days
Address: 74 Park Row, Bristol, GB BS2P 1XS
We appreciate your trust in B&M Online Store and are committed to ensuring your complete satisfaction with every purchase. Your dream home deserves nothing less.
Last Updated: October 2023