Refund policy

Last updated: 19 August 2026

We want you to be happy with everything you buy from MyBitzz. If something is not right, this policy explains how returns and refunds work. Nothing in it affects your legal rights as a UK consumer.

1. Changed your mind? 14-day returns

You may cancel your order for any reason within 14 days of the day you receive your goods (or the last item, if your order arrives in parts).
Tell us within those 14 days by emailing support@mybitzz.com with your order number, or by using the contact form on our website. You then have a further 14 days to send the item back to us.
Items must be unused, in their original condition and packaging where possible. You may inspect an item as you would in a shop; if it has been used or damaged beyond that, we may reduce your refund to reflect the loss in value.
Return postage: for change-of-mind returns, you pay the cost of returning the item to us. We will email you the return address and instructions when you contact us — please do not send anything back until you have them, as some items are returned to a different address from where they were dispatched.
We recommend using a tracked service and keeping proof of postage.

2. Refunds

We refund the full price of the goods plus our standard delivery charge (if you paid one). If you chose a faster delivery option, we refund up to the cost of our standard option.
Refunds are made to your original payment method within 14 days of the day we receive the goods back, or, if earlier, the day you send us proof that you have posted them.
We will email you when your refund has been issued. Your bank or card provider may take a few extra days to show it.

3. Faulty, damaged or not as described

If an item arrives damaged, develops a fault, or is not as described, you have additional rights under the Consumer Rights Act 2015:

Within 30 days of receiving it you can reject the item for a full refund, including any delivery charge and the cost of returning it to us.
After 30 days and up to 6 months, we will offer a repair or replacement first; if that is not possible or does not fix the problem, you are entitled to a refund (a deduction for use may apply only after the first 6 months).
Please email us at support@mybitzz.com within 48 hours of delivery where possible, with your order number and a photo of the problem and the packaging — this helps us sort it out fast and often means you do not need to post anything back.
Where a return is required for a faulty item, we pay the return postage (we will send a prepaid label or refund your postage on proof of cost).

4. Items that cannot be returned (unless faulty)

For hygiene and safety reasons we cannot accept change-of-mind returns of:

sealed items that have been unsealed after delivery where the seal protects health or hygiene (for example earphones, personal-care items, cosmetics);
items made or personalised to your specification;
perishable goods.

Your rights for faulty goods (section 3) still apply to these items.

5. Wrong item, missing item or order not received

If we sent you the wrong item or something is missing, email us and we will send the correct item or refund you — no return needed unless we ask for it.
If your tracking shows no progress for 10 working days (UK) after the estimated delivery date, contact us and we will investigate with the carrier and resend or refund.

6. Cancelling before dispatch

If you need to cancel or change an order, email us as soon as possible. Orders are usually processed within 24 hours; if your order has already been dispatched, please follow the 14-day returns process above.

7. How to contact us

Email: support@mybitzz.com (we aim to reply within 1 working day)
Post: MyBitzz, London, United Kingdom — our full postal address is on your order confirmation and is available on request

If you are unhappy with how we have handled a complaint, you may also contact Citizens Advice (0808 223 1133, citizensadvice.org.uk). Nothing in this policy limits your statutory rights.