Return & Refund Policy

At BG Brand Hub, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer a straightforward return and refund process.

This policy outlines the terms and conditions for returns, exchanges, and refunds for products purchased through our website.

You have 14 days from the date of delivery to initiate a return request. To be eligible for a return, your item must be:
• Unused and in its original condition
• In the original packaging with all tags and labels attached
• Accompanied by the original receipt or proof of purchase
• Not damaged, altered, or customized

Most products are eligible for return, except for the following:
• Perishable goods (food items, beverages, etc.)
• Personalized or customized products
• Items that have been used, damaged, or altered
• Products without original packaging or tags
• Items purchased on sale or clearance (unless defective)
• Digital products or downloadable content

Step 1: Contact Us - Contact our customer service team within 14 days of delivery to initiate your return request. You can reach us by email (sales@bgbrandhub.com), phone (+254 709 228 500), or through your account dashboard. Please provide your order number and reason for return.

Step 2: Return Authorization - Once we receive your return request, we will review it and provide you with a Return Authorization (RA) number and return instructions. Please do not return items without an RA number.

Step 3: Package and Ship - Package the item securely in its original packaging, include the RA number and original receipt, and ship it to the address provided in your return instructions. Note: Return shipping costs are the responsibility of the customer unless the item is defective or we made an error.

Step 4: Inspection and Processing - Once we receive your returned item, we will inspect it to ensure it meets our return conditions. Processing typically takes 5-7 business days after we receive the item.

Refunds will be issued to the original payment method used for the purchase:
• Credit/Debit Cards: Refunds will be processed to your original card within 5-10 business days
• M-Pesa: Refunds will be sent to your M-Pesa number within 3-5 business days
• Bank Transfer: Refunds will be processed to your bank account within 5-7 business days

The refund amount will include the full purchase price of the returned item(s) and original shipping costs (if the entire order is returned). The refund amount will NOT include return shipping costs (unless item is defective or we made an error) or any discounts or promotions applied to the original order.

We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, please return the original item following our return process and place a new order for the desired item. We will process your refund for the returned item, and you can use those funds to purchase the new item.

If you receive a defective or damaged item, please contact us immediately. We will arrange for a replacement or full refund, including return shipping costs. Please provide photos of the damage or defect when contacting us to expedite the process.

If you receive the wrong item, please contact us immediately. We will arrange for the correct item to be shipped to you at no additional cost, provide a prepaid return label for the incorrect item, or process a full refund if you prefer not to receive the correct item.

If you haven't received your refund within the expected timeframe, please check your bank account or payment method again, contact your bank or payment provider (processing may take additional time), or contact us with your order number and we will investigate.

If you have any questions about our return and refund policy, please contact us:

Email: sales@bgbrandhub.com
Phone: +254 709 228 500
Address: Mua Hills, Machakos, Kenya