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Return, Refund and Exchange Policy

International Orders

International orders are eligible for returns but are not eligible for exchanges. Return requests must be submitted within 14 days of delivery, beginning the day after delivery. Once your return is authorized, the item must be shipped back within 14 days.

Customers returning international orders are responsible for all return shipping costs, duties, taxes, and other applicable fees. The mandatory 15% restocking fee, calculated on the purchase price before taxes, also applies to approved international returns.

If an international order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery. Once the issue has been assessed and confirmed, we will cover the return shipping costs and arrange an appropriate replacement or refund, as applicable. The standard 15% restocking fee will not apply to confirmed damaged, defective, or incorrect items.

U.S. Orders

Returns and exchanges are accepted for eligible orders shipped within the United States. Return requests must be submitted within 14 days of delivery, beginning the day after delivery. Once your return is authorized and you receive a prepaid return shipping label, you must ship the item back within 14 days, as return labels expire after this period.

Return Eligibility & Condition

All returned items must be in their original, new condition, unused and unworn, with all original seals intact, tags attached, and original packaging, accessories, and documentation included. Items must be unwashed, undamaged, and free of stains, soiling, or other signs of use. Proof of purchase is required.

Items that do not meet these requirements may be refused or subject to additional restocking fees at our discretion. Sale items are final sale and cannot be returned or exchanged, except where required by applicable law.

Restocking Fees

All approved returns are subject to a mandatory 15% restocking fee, calculated on the purchase price before taxes. This fee helps cover return shipping and handling, and credit card processing fees.

Additional restocking fees may apply if an item is returned without its original tags, packaging, accessories, or documentation, or if it shows signs of use, wear, washing, or damage that prevent it from being resold in its original condition. Any additional fee will be based on the condition of the returned item.

For U.S. exchanges, the standard 15% restocking fee may be reduced or waived at our discretion. All exchanged items remain subject to inspection, and additional restocking fees, including fees higher than 15%, may apply if the returned item does not meet our condition requirements.

How to Request a Return

To initiate a return, email info@billinghamusa.com to request a Return Authorization Number (RA#). Unauthorized returns will not be accepted. For eligible U.S. returns, we will provide a prepaid return shipping label and instructions. You must ship the item within 14 days of receiving the label, as labels expire after this period.

International customers must obtain return authorization before shipping their items and are responsible for arranging and paying for return shipping, except for confirmed damaged, defective, or incorrect items, for which we will cover return shipping costs.

Original shipping charges paid at the time of purchase are non-refundable, except where required by applicable law.

Refunds

Once we receive and inspect your returned item, approved refunds are typically processed within 5–10 business days and issued to the original payment method. The refund amount will reflect any applicable restocking fees and additional fees assessed under this policy. Your payment provider or financial institution may require additional time to complete the refund.

U.S. Exchanges

To request an exchange for an eligible U.S. order, email info@billinghamusa.com to obtain a Return Authorization Number (RA#). You may place a new order for your replacement item immediately or wait until we receive and inspect your original item before we dispatch the replacement. Your original item must be shipped back within 14 days of receiving the prepaid return label.

If the replacement costs more, you must pay the difference. If it costs less, we will refund the difference. Exchange requests are subject to the return eligibility and condition requirements outlined in this policy.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact info@billinghamusa.com within 24 hours of delivery. Include your order number, a description of the issue, and photographs where appropriate. Once the issue has been assessed and confirmed, we will cover applicable return shipping costs and arrange an appropriate replacement or refund.

Product Advice & Contact Information

If you are unsure whether a product is suitable for your needs, please contact us before placing your order. Our team can help with product selection, compatibility, and sizing. Additional information is also available on our product pages.

For all return, refund, exchange, or product inquiries, email info@billinghamusa.com. Our team is available Monday through Friday and typically responds within 24–48 hours during business hours.

PLEASE NOTE:
Customers sometimes assume that they must return their items by the method we used to send to them - this is not the case. You may return by any reasonably speedy shipping method (methods that arrive in less than 14 days). We do recommend using a method that is tracked and insured though as we can only issue refunds or replacements for items that we actually receive back. If seeking to return by UPS or FedEx the full recommended retail prices or their services are often extremely expensive but there are many resellers offering their services at significantly discounted rates. Please be sure to use a reputable website when comparing shipping prices.

Order Cancellation for Online Orders

You can cancel an order made with us at any point before the item ships – the sooner that you contact us the more likely we will be able to make the cancelation in time. Contact us at info@billinghamusa.com or use our contact form.

If the order has already shipped, shipping and return costs will not be refunded.

Items Bought From Retailers

Please note that if you want a refund or exchange on an item bought from a retailer, instead of this website direct, then you will need to contact that retailer to organize this. The retailer’s return policy will apply.

Warranty and Guarantee Claims

All products bought from this website or an authorized retailer are covered by M. Billingham & Co Limited’s 5 year manufacturer’s guarantee – this covers defects in workmanship or materials. You should keep proof of purchase to enable you to make a claim under this guarantee if needed.

To begin a claim under this guarantee email info@billinghamusa.com or use our contact form.