Refund policy

Last updated: 11 July 2026

At BirninghamBay, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. Below, we clearly explain our returns policy. We are happy to help – if you are unsure about anything, please contact us first at birninghambay@gmail.com.

1. How we operate

BirninghamBay operates using a direct-from-supplier model. To reduce waste and minimise our CO₂ emissions, we do not hold large amounts of stock ourselves. Items that are not currently held in stock are shipped directly from our supplier, which is based in China. This means that returns must also be sent to our supplier’s return address in China.

2. Return period and registration

• You can register a return within 14 days of receiving the item by contacting birninghambay@gmail.com.
• A return can only be registered after you have physically received the item.
• When registering a return, always include your order number and a valid reason for the return.
• Once your return has been approved, we will provide you with our supplier’s return address.

3. Conditions

• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
• Trying on an item is permitted; wearing an item is not.
• Sale items cannot be returned without a valid reason.
• Deliberately ordering multiple sizes with the intention of returning part of the order is not permitted.
• Certain items are excluded from returns for hygiene reasons, such as underwear, swimwear and jewellery, unless they are unopened and unused.

4. Return costs and process

• All return costs are the responsibility of the customer, including international shipping costs and any applicable customs fees.
• The item must be returned to our supplier’s return address in China.
• The customer is responsible for arranging the return shipment, covering the costs and tracking the return.
• We always recommend using a shipping method that provides tracking. Without proof of shipment, we may not be able to process the return.

5. Customer-friendly alternative solution

As international returns can be expensive and time-consuming, we are happy to discuss a suitable alternative solution with you, such as a partial refund or discount. Any such solution will be agreed upon by email. Please always contact us first at birninghambay@gmail.com before sending anything back.

6. Defective, incorrect or damaged item

If there is an issue with your order – for example, the size, fit or quality is not as expected – please email us within 14 days of receiving the item. Include clear photographs and a description of the problem. Without photographs and a description of the issue, we may not be able to assess your complaint or determine whether a return or refund is appropriate. Based on the information provided, we will look for a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and inspected at the return address in China. Once the return has been approved, we will refund the purchase amount within 14 days using the original payment method. Original shipping costs are not refunded.

8. Cancellations

An order cannot be cancelled once it has been placed and processing has started. A refund or chargeback should not be initiated before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at birninghambay@gmail.com rather than immediately starting a chargeback or refund request.

9. Liability

• We are not responsible for lost packages if the tracking information shows that the item was delivered to the address provided by the customer.
• Providing an incorrect delivery address is the responsibility of the customer.
• Any errors in the delivery address must be reported to us at birninghambay@gmail.com within 24 hours of placing the order.