Refund Policy

Refund & Returns Policy

Last updated: 4 August 2026

Thank you for shopping at mybpm.co.uk.

We want you to have a smooth and enjoyable shopping experience. This Refund & Returns Policy explains your rights under UK consumer law and our procedures for returns, replacements and refunds.

1. Your Rights Under UK Consumer Law

Your statutory rights are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If a product you purchase is:

Faulty or defective
Not of satisfactory quality
Not fit for its intended purpose
Not as described
Incorrectly supplied

you may be entitled to a repair, replacement or refund, depending on the circumstances.

These statutory rights cannot be excluded or limited by this policy.

Proof of purchase may be required, such as:

Order confirmation email
Invoice or receipt
Bank or card transaction record

2. Change of Mind (14-Day Cooling-Off Period)

If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving your goods for any reason.

To qualify:

You must notify us within 14 days of receiving your order.
You then have a further 14 days to return the goods.

Returned items must:

Be unused and in resalable condition.
Include all original packaging, accessories and manuals where possible.
Not be damaged through handling beyond what is necessary to inspect the goods.

Unless the item is faulty or supplied incorrectly, the customer is responsible for return postage costs.

We will refund the purchase price and the original standard delivery charge once the returned goods have been received and inspected.

3. Products Excluded from Change of Mind Returns

For hygiene, health and safety reasons, we cannot accept change-of-mind returns for products that have been opened or used where they are not suitable for resale, including:

Breastfeeding accessories
Feeding products
Personal care products
Hygiene products
Products with broken hygiene seals

This does not affect your statutory rights if the product is faulty or not as described.

4. Faulty, Damaged or Incorrect Items

If your order arrives:

Damaged
Faulty
Incomplete
Incorrect

please contact us as soon as possible, preferably within 30 days of receiving your order.

Please include:

Your order number
Your full name
A description of the issue
Photographs or videos showing the problem (where applicable)

Once we have assessed your claim, we may offer:

A replacement
A repair
A full or partial refund
Another appropriate remedy in accordance with UK consumer law

5. How to Request a Return

Please contact our Customer Service team before returning any item.

Email: ukbaby@bpm.com.au

Telephone: 01992 440293

Please include:

Full name
Order number
Reason for the return
Photos or videos if reporting damage or a fault

We will provide instructions for returning your item.

6. Return Shipping

If the item is confirmed to be:

Faulty
Damaged on arrival
Incorrectly supplied

we will reimburse reasonable return postage costs or provide a prepaid return label where appropriate.

For change-of-mind returns, customers are responsible for return shipping costs.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.

7. Conditions for Returns

Where applicable, returned products should be:

In their original condition
Complete with accessories and manuals
Returned in their original packaging where possible

We reserve the right to reduce the refund if the value of the goods has been diminished through unnecessary handling.

8. Refund Processing

Once your returned goods have been received and approved:

Refunds will be made using your original payment method.
Refunds are usually processed within 5–10 business days, although your bank or card provider may take longer to complete the transaction.

Where applicable, original standard delivery charges will also be refunded in accordance with UK consumer law.

9. Non-Refundable Items

Unless faulty, not as described or otherwise required by law, refunds cannot be provided for:

Gift cards
Personalised or custom-made products
Opened hygiene or personal-use items that cannot be resold
Products damaged through misuse, accidental damage or neglect

Sale and clearance items are eligible for the same statutory rights as all other products if they are faulty or not as described.

10. Contact Us

If you have any questions regarding this Refund & Returns Policy, please contact us.