Returns & Refunds
You can easily register your return online on the page with your order details. Shortly afterwards you will also receive an e-mail with the return instructions. There you can download the label, print it out and stick it on your parcel. For large or bulky parcels, the carrier will call you in advance to arrange a collection appointment.
You can register a return with us within a 14-day withdrawal period, which begins upon receipt of the goods. To withdraw, please use our new process at: returns.go-bbg.com
Once the withdrawal period has expired, the statutory warranty rights apply. Their duration and scope depend on the applicable legal claim and may vary, or be shortened, depending on the condition of the goods (e.g. grade C goods). We also offer an optional one-year warranty extension.
For withdrawal, statutory warranty and guarantee, the date of your original receipt of the goods is always decisive – the period does not start again after a repair. Under the (manufacturer's) guarantee, you can claim for defective goods – depending on the product – for up to 24 months. Important: a guarantee can never limit or replace the statutory warranty; it is an additional, voluntary service. You can find the specific conditions in the respective webshop.
Note on grade B and C goods: shortened periods may apply here, depending on the statutory/regional provisions and the respective offer.
If you have received the wrong item, please register a free return on the order details page which can be found on our webstite. Please, let us know which item you received instead. Our customer support will organise the return for you.
If you received more items than expected, please check your tracking information. Selected items will arrive in multiple boxes due to size and weight restrictions. If the error is confirmed, please contact our customer service via Chat, we will organise a free return for you.
We strive to have the funds returned to your account within 4-5 working days from confirmation of return shipment.
We do not provide packaging material. If you no longer have the original packaging, you can use any other standard box to return the item.
Once a return is registered, we will send you a return label. You can easily track your shipment via the tracking link. As soon as we receive the item, we will automatically make all arrangements within 1 to 2 working days.
If you registered a return online in the order details page, and you have not received a label, please contact our Customer Service via chat. Our team will be able to help you quickly and easily.
If you need to change the compensation of your return, simply contact our customer service via chat within 48 hours of registration and our team will do our best to accommodate your request
We offer a free collection on all boxes over 15 Kg in weight, or 120cm in length.
Please call our customer service ASAP. We will try our best to recover your item.
We do not provide an exchange service. Please process your return within the cooling off period and complete a separate transaction for the desired item
For withdrawal / cancellation, please use our process at: returns.go-bbg.com
We can cancel your order as long as shipping has not yet started. If it has, we recommend that you refuse the delivery. Alternatively, you can also request a return.
In rare cases, a system error or an incomplete delivery address can lead to an order cancellation. To save you further trouble, your order is automatically cancelled, and your payment refunded.
In the event of a refund, we will always securely refund your money via the originally chosen payment method.
Our customer service will send you a new return label so that you can send us the missing part.
We are sorry to hear that. Please contact our customer service via chat, so that we can help you immediately. In the mean time, please check the account related to your payment method (credit card, PayPal, bank account).