Return & Refund Policy

Last updated: May 2026

This Return & Refund Policy explains your statutory and contractual rights when buying from BiMarket UK and how to exercise them. It forms part of our Terms & Conditions.

1. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations").

2. 14-day cancellation right (cooling-off period)

For eligible goods, you have a statutory right to cancel your order within 14 days beginning on the day after you (or someone you nominate) receive the goods, without giving any reason.

To exercise this right you must inform us of your decision by a clear statement to [email protected] before the deadline. You then have a further 14 days to return the goods to us.

3. Items excluded from the 14-day cancellation right

The cancellation right does not apply to the following categories (Regulation 28 of the Consumer Contracts Regulations and related exceptions):

• Perishable food — fresh, chilled and frozen products, dairy, eggs, bakery, fresh produce, meat, fish, ready meals and other items liable to deteriorate or expire rapidly.
• Sealed goods unsealed after delivery where the seal protects health or hygiene (for example, certain personal-care, beauty, baby or food items).
• Goods which are by their nature inseparably mixed with other items after delivery.
• Made-to-order or personalised goods.
• Sealed audio/video recordings or computer software once unsealed.
• Goods purchased in clearance, "while stocks last" or end-of-life promotions where this is clearly stated at the point of sale.

This list is non-exhaustive and reflects categories permitted to be excluded by law.

4. Damaged, incorrect or faulty items

You always have the right to receive goods that are of satisfactory quality, fit for purpose and as described (Consumer Rights Act 2015). If your delivery contains items that are damaged, incorrect, defective or significantly different from the description:

• Perishables (chilled, frozen, fresh, bakery, dairy, meat, produce): please notify us within 24 hours of delivery with photos and your order number.
• Other goods: please notify us within 30 days of delivery for short-term right to reject; you retain a longer right to repair, replacement or appropriate refund for up to 6 years (5 years in Scotland) where the goods do not conform to the contract.
• Please do not dispose of the item until we have advised you, as we may need to inspect it or arrange collection.

5. How to start a return

1. Email [email protected] with: your order number, the items you wish to return, the reason, and (for damaged/faulty items) clear photographs.
2. We will respond with confirmation, the return address and, where applicable, a returns reference or pre-paid label.
3. Pack the items securely in their original packaging where possible. Include a copy of the confirmation email or write the order number clearly on the parcel.
4. Send the parcel using a tracked service and keep your proof of postage until your refund is processed.

6. Return postage

• For cancellation under the 14-day cooling-off right, you are responsible for the cost of returning the goods unless we expressly agree otherwise.
• For damaged, incorrect, missing or faulty items, BiMarket will cover reasonable return postage costs or arrange collection at our cost.
• We are not responsible for items lost or damaged in transit when you return them to us — please use a tracked service.

7. Condition of returned goods

• Returned goods must be in their original, unused, undamaged condition with all packaging, labels and seals intact (except where unsealing was necessary to inspect the item).
• You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
• We may reduce the refund to reflect such diminished value.

8. Refunds

• Approved refunds are processed within 14 days of either (a) receiving the goods back, or (b) you providing evidence of return, whichever is earlier.
• Refunds are issued to the original payment method via Stripe. Your bank may take a few additional working days to credit the funds to your account.
• Original outbound delivery charges are refunded on full-order cancellations under the cooling-off right (capped at the cost of the cheapest standard delivery option offered).
• For partial returns or returns made outside the cooling-off right, original delivery charges are not refunded.
• Promotional discounts and free gifts must be returned together with the related items, or their value may be deducted from the refund.

9. Refusals

We may refuse a return or issue a partial refund in the following circumstances:

• The item is one of the excluded categories listed in Section 3;
• The cancellation notice was given outside the 14-day deadline;
• The item shows clear evidence of use, damage caused after delivery or missing components/packaging;
• We reasonably suspect fraud, abuse of the returns process or breach of our Terms.

10. Order cancellations before dispatch

If you wish to cancel an order that has not yet been dispatched, contact us at [email protected] as soon as possible. We will do our best to stop the order. Once an order is dispatched the cancellation procedure above applies.

11. Gift orders

Gift recipients may exchange faulty or incorrect items by contacting us with the order number; refunds are issued to the original payer's payment method.

12. Complaints and the Citizens Advice service

We want to resolve every complaint quickly and fairly. If you are unhappy with our response, you may also seek free, independent help from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.

13. Contact

• Email: [email protected]
• Website: bimarket.co.uk