Return and Refund Policy

ORDER CANCELLATION

We are happy to cancel your order for a full refund. Please contact us as soon as possible via email at bainsaltrading@gmail.com or telephone +44 1163486608 (Monday to Friday: 9am to 5pm), clearly stating your order number and your reason(s) for wanting to cancel your purchase.

This only applies to orders that have not yet been dispatched. If your order has already been dispatched, you will need to return your order to us following our Returns Policy below.

Please note that shipping fees are non-refundable unless the return is due to an error on our part (for example, a wrong item sent or a faulty product). The cost of return shipping is the responsibility of the customer unless the item is faulty or damaged.

RETURNING ITEM(S) FOR A REFUND

If you are not completely satisfied with your online purchase, we will happily issue you a full refund for your order.

You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original packaging, unopened and unused. If this condition is met, we will issue a refund for your item(s) upon receipt, excluding shipping fees.

If you return an order that originally qualified for free shipping (for example, orders above the free shipping threshold), we may deduct the shipping cost from your refund to cover the delivery charges.

For hygiene reasons, we are unable to accept returns or issue refunds for items that have been opened or used. This includes perfumes, colognes, body sprays, oils, and other personal care items.

However, if you receive a faulty or damaged product, please contact our Customer Care Team immediately for assistance.

Refund processing times may vary, so please allow up to 21 working days for the refund to appear in your bank account or original payment method.

RETURNING PERSONALISED ITEMS

Personalised fragrance orders or customised items are non-returnable and non-refundable unless the product is faulty.

RETURNING SAMPLE BOTTLES

Sample bottles and tester items are non-returnable and non-refundable.

RETURNING ITEMS FOR AN EXCHANGE

We do not currently offer exchange services once the order has been shipped. Please return your item and place a new order.

RETURNING FAULTY ITEMS

We take great care in maintaining a high level of quality control on all orders being dispatched. However, if you find a fault with your item, please contact our Customer Care Team via email at bainsaltrading@gmail.com or telephone +44 1163486608.

You will be asked to provide your name, order number, and a brief description of the fault.

Customers have up to 14 days to return a faulty or damaged item.

Please note, if fragrances arrive damaged or broken, we cannot issue refunds unless evidence is provided. This evidence must be in the form of clear images or videos to support the claim.

CUSTOMER RETURNS RESPONSIBILITY

Please be aware that you are responsible for the return of all items until we are in safe receipt of them. We recommend using an insured and trackable returns service for your protection.

International orders must be clearly marked “RETURN TO SENDER” as we are not liable for customs and duties charges back into the United Kingdom.

In circumstances where the parcel is not marked correctly, we may contact you regarding any customs or duties charges and deduct these costs from your refund if applicable.

RECEIVING AN INCORRECT ITEM

If you have received an incorrect item, please contact our Customer Care Team via email at bainsaltrading@gmail.com or telephone +44 1163486608.

Please have your order details ready, as you will be asked to provide your order number and the product information.

The BT TRENDZ Customer Care Team will advise you on how to proceed with the return of your item. Upon receipt of your goods, we will process a full refund or replacement where applicable.

Please note that until we receive the returned items, they remain the customer’s responsibility.

RETURNS ADDRESS

BT TRENDZ
79A Constance Road
Leicester
LE5 5DF
United Kingdom

Contact Information

Phone: +44 1163486608
Email: bainsaltrading@gmail.com