SHIPPING
We will endeavor to dispatch goods within 28 days of an order being received. If items are on pre order the 28 days will be pursuant to the release date. Should an item be unavailable the customer will be informed by an email and an alternative offered if the original item is no longer available. We will endeavor to obtain the original item at all costs. Sometimes, due to issues beyond our control with specific suppliers, it may take longer than 28 days.
From the date that your order is dispatched we aim for delivery to you within 2-5 business days (UK), 3-8 business days (Europe) or 10-15 business days (Rest of World).
These delivery dates are an approximation, and some orders may experience delays due to customs and slower postage systems that are beyond our control, as we use multiple courier services.
If you have not received your item within 3 weeks after the date you receive email confirmation that the item has shipped, please contact customer services and we will investigate and look into taking further action if necessary including a revised estimated delivery date.
If you have any questions regarding your order please visit HELP & FAQ’s and CONTACT links in the footer.
RETURNS
If you are not completely satisfied with your purchase, you can return it to us within 14 (fourteen) days of receipt, in excellent condition suitable for resale and in its original packaging ) audio product must be in its original wrappening and unopened) for a replacement of the same item if stock is available or a refund. After canceling the order you have 14 (fourteen) days to return any items already shipped. You will be refunded within 14 (fourteen) days of receipt of your return. Please not we do not accept exchanges.
To return an item please contact our Customer Services department via HELP & FAQ’s or CONTACT links in the footer.
BSI Merch strongly recommends that customers use tracked shipping when returning any item in order to claim lost shipping costs, if the goods do not arrive tracking information will be required.
BSI Merch cannot be held responsible for lost/damage returns where third party couriers are responsible or tracking information is not provided.
Damaged/faulty goods should not be returned before contacting BSI Merch or the return will be deemed unauthorised.
Postage/delivery charges are not refunded unless the goods are faulty. Please obtain a proof of postage, as BSI Merch cannot be held responsible for non-receipt of returns.
Unauthorised returns may not be accepted.
No returns will be accepted for whatever reason after 28 days of delivery.
PERSONALISED ITEMS
In the UK and EU, personalised items are generally exempt from the standard returns rules under the Consumer Contracts Regulations (formerly known as the Distance Selling Regulations).
For most items bought online, consumers have a 14-day "cooling-off period" during which they can cancel the purchase and return the item, even if there is no defect. However, this right does not apply to personalized or custom-made items (e.g., custom-printed clothing or engraved items), as they are made specifically to the consumer's specifications.
If a personalised item is faulty or not as described, consumers still have the right to request a repair, replacement, or refund under standard consumer protection laws. But if there’s no defect and the item was made to order, the seller is typically not required to accept returns.