Returns & Refunds Policy

At BYOG, every gift box is carefully packed to order. Because many of our products include food, personal care items and curated gift selections, we do not offer returns simply because you have changed your mind.

Returns

If you receive an item that is damaged, defective, incorrect, or arrives spoiled due to courier mishandling, please contact us within 7 days of receiving your order.

To be eligible for a return or replacement:

  • The issue must be reported within 7 days of delivery.
  • Clear photographs of the item, packaging and any damage must be provided.
  • The order number or purchaser’s details must be provided so we can locate the order.
  • Items must not have been intentionally damaged, altered or misused.

All claims are reviewed individually. BYOG photographs every order before dispatch to assist in investigating any damage or incorrect item claims.

Non-Returnable Items

For hygiene and food safety reasons, we do not accept returns on:

  • Food and snack products.
  • Personal care products, including soaps, shower steamers, bath products and skincare.
  • Custom or personalised gift boxes.
  • Gift cards.
  • Sale or clearance items.

If a food product arrives spoiled due to a manufacturing defect or courier damage, please contact us within 7 days with photographs. Once the claim has been investigated and approved, we may issue a refund or store credit for the affected item.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order is:

  • damaged
  • defective
  • missing an item
  • contains the wrong product

Please email byog.support@gmail.com within 7 days of delivery together with photographs so we can investigate and resolve the issue as quickly as possible.

Order Cancellations

Before Dispatch

Orders cancelled after payment has been received but before they have been shipped may be subject to a 10% cancellation and handling fee to cover payment processing, packing and administration costs.

After Dispatch

Once an order has been collected by the courier or dispatched from our premises, it cannot be cancelled.

If a parcel is refused, returned to sender, or delivery cannot be completed due to incorrect delivery information supplied by the customer or other customer-related reasons, any additional courier costs incurred will be deducted from any refund that BYOG may approve at its discretion. A 20% processing, administration and handling fee will also be charged to the buyer for parcels returned under these circumstances.

Refunds

If a refund is approved following our investigation, it will be processed to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

Refunds will only be issued for approved claims relating to damaged, defective or incorrect items.

Contact Us

To report a damaged item or request assistance, please contact us at:

byog.support@gmail.com