Return Policy

BACA Refund & Return Policy

 

At BACA, we want you to be happy with your purchase. Please review our return and refund policy below.

 

Eligibility for Returns & Refunds

  • Returns or refund requests must be submitted within 30 days of the purchase date.
  • You must notify us of your intention to return an item within 3 working days of delivery.
  • Once your return is agreed, the item must be shipped back within 15 working days of delivery.
  • Items must be unused, undamaged, and returned in their original packaging with all labelling intact and suitable for resale, to qualify.
  • Proof of purchase (receipt, order confirmation, or invoice) is required. We will not accept a return for any reason unless a valid receipt and prior agreement has been given by us via email or phone.
  • A valid collection note is required if you'd like us to arrange collection, and a reasonable collection fee may be charged.

Non-Refundable Items

  • Clearance items are final sale and are not eligible for return, exchange, or refund.
  • Embroidered or printed/customised items are final sale and cannot be returned or exchanged.
  • Items modified specifically at your request cannot be returned.
  • Bought-to-order goods are not eligible for return.

Faulty or Defective Goods

  • If you believe an item is faulty, you must notify us in writing within 5 working days of receiving it, describing the alleged defect.
  • If you believe the goods were damaged in transit, you must notify us within 3 working days of receipt.
  • Once notified, we will arrange to collect and inspect the goods within a reasonable timeframe.
  • If the goods are confirmed to be defective, we will replace them or issue a credit note.
  • We are not liable under warranty where:
    • the fault results from wilful damage, negligence, or inadequate storage on your part;
    • you have not followed the manufacturer's instructions;
    • the total price of the goods has not been paid on time;
    • you continue to use the goods after notifying us of a fault;
    • the defect or damage has been specifically excluded by us in writing.
  • All goods carry a 6-month warranty from the date of delivery covering conformity to description/specification, freedom from material defects, satisfactory quality, and fitness for purpose (fair wear and tear excepted).

How to Request a Refund or Return

  1. Contact us at sales@baca.co.uk or call us on 01604 199400 with your order number and reason for the request, within 3 working days of delivery to notify us of your intent, and no later than 30 days from the purchase date.
  2. Our team will review your request within 5 working days.
  3. Once approved, ship the item back in its original packaging within 5 working days of delivery (or return in-store), or follow the return instructions provided. Collection requires a valid collection note; a reasonable fee may apply if we arrange collection.
  4. Refunds will be issued to the original payment method within 14 working days of receiving/inspecting the returned item.

Partial Refunds & Handling Charges

Partial refunds may be granted if:

  • The item is returned used, damaged, or without original packaging (at BACA's discretion).

A 10% handling charge applies to goods exchanged or returned for any reason other than a confirmed defect.

Late or Missing Refunds

If you haven't received your refund after the stated timeframe, please check with your bank or payment provider before contacting us again, as processing times can vary.

Changes to This Policy

BACA reserves the right to update this refund policy at any time. Changes will be posted on our website/app.

Contact Us

For questions about this policy, reach out at sales@baca.co.uk or call us on 01604 199400

This policy operates alongside, and does not override, BACA Workwear & Safety's General Conditions of Sale (governing law: England and Wales). Where the two documents conflict, please confirm with BACA management which should take precedence before publishing.