Refund policy
BroadBay Refund Policy
At BroadBay, we want you to be happy with your purchase. We offer a 30-day money-back guarantee on eligible purchases. This policy explains how returns work, who pays for return postage, and when refunds are issued.
In short: contact us first, send the item back at your own cost, and once we have received and inspected it we will issue your refund.
30-Day Money-Back Guarantee
You may return an item within 30 days of delivery if you are not satisfied. Refunds are issued only after the returned item has been received by us and has passed inspection. We do not issue refunds before the item has been returned to us.
Return Eligibility
To qualify for a return, the item must be:
- Unused and in the same condition in which you received it
- In its original packaging, with all included accessories
- Accompanied by proof of purchase, such as your order confirmation email
- Returned to us within 30 days of delivery
Returns that do not meet these conditions may not be eligible for a refund.
How to Start a Return
Before sending anything back, you must contact us and receive return approval. Email: Shopbroadbay@gmail.com
Please include your order number, your full name and the reason for the return. Once your request is approved, we will send you the return address and instructions. Items sent back without approval may not be accepted.
Return Postage
You are responsible for paying the postage costs of returning the item to us. We recommend using a tracked service and keeping your proof of postage, as you are responsible for the item until it reaches us.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives. If your item arrives damaged, defective or is not the item you ordered, contact us as soon as possible, ideally within 7 days of delivery.
To review your claim, you must provide both of the following:
- Clear photos showing the damage or problem, and the packaging
- A video showing the damage or problem
After we review your evidence, we will confirm whether you need to return the item. The item must be sent back to us, and you pay the return postage up front. Once we have received and inspected the returned item, we may offer a replacement or a refund.
If we confirm that the item was damaged, defective or incorrect when you received it, we will also refund the reasonable cost of returning it, once you send us your proof of postage.
Exchanges
If you would like a different item, the fastest way is to return the original item first. Once it has been received and approved, you can place a new order for the item you prefer.
Refund Processing
Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be issued to the original payment method used for the purchase. Refunds are typically processed within 10 business days after approval.
Banks and card providers may need extra time to show the refund in your account. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
14-Day Right to Cancel (UK and EU Customers)
If you live in the United Kingdom or the European Union, consumer protection laws may give you the right to cancel your order within 14 days of receiving the item, without giving a reason. To use this right, contact us within that period and return the item to us in the condition you received it. You pay the cost of returning it. We will refund you no later than 14 days after we receive the returned item. This right applies in addition to our 30-day guarantee.
Your Statutory Rights
Nothing in this policy affects your legal rights as a consumer.
Contact BroadBay Support
If you have any questions about this policy, email us at Shopbroadbay@gmail.com and include your order number.