How to request a refund or exchange a product
BMG is committed to providing you with a great customer experience. If you need to return or replace a product, please contact any one of our customer service representatives within 30 days of purchase. We are here to help you through this process.
- Obtain a Return Authorization Number
You will receive a Return Authorization Number (RA). This number will allow you to track your return and to ensure proper credit is received. Shipping instructions for the returned item(s) will be provided at the time you receive your Authorization Number.
- Keep original packaging
To ensure proper credit to your account, all returns must be received in their original packaging with all the original pieces, packaging materials, accessories and all other contained material.
Types of authorized returns
Ordering error claims
We understand that sometimes items are ordered in error and we are happy to help when this occurs. We ask that you return the incorrect items in the original packaging. We will then re-ship the correct product for the applicable shipping fees plus a 15% re-stock fee. If the original packaging has been damaged please notify your customer service representative when you initiate the return.
Manufacturing defect claims
When a product is thought to have a manufacturing defect, we may request photos or samples to be provided for evaluation prior to the return being processed.
Shipping error claims
In the case of a shipping error, please make a claim within five working days from the shipment delivery date in order to ensure a refund or replacement can be issued.
Damaged or lost shipment claims
Please inspect your shipment when it arrives. If the packaging or enclosed item is damaged, keep the original package and call us to file a claim with the carrier. When signing for the package, notate on the shipping documents that the product was received damaged. We will only file claims on orders that are shipped with our accounts. You must file a concealed damage claim within 5 days for carriers to accept it.
Shipping carrier policies
These are the carrier published policies and are subject to their specific terms and conditions and may change without notice.
- FedEx Claims
Claims for FedEx shipments that are damaged in transit, non-delivery, or signature denial, are required within 15 days of the original invoice and the original shipping carton must be retained. FedEx reserves the right to inspect the damaged product to finalize the claim. We do not process returns on shipments shipped via 3rd parties with FedEx.
- UPS Claims
Claims for UPS shipments damaged in transit are required within 30 days of the original invoice and the original shipping carton must be retained. UPS reserves the right to inspect the damaged product to finalize the claim. Shipments shipped via 3rd parties are honored when shipped with UPS.
- LTL Claims
Claims for LTL (less than truckload) shipments damaged in transit are required within 30 days of the original invoice. These claims must be accompanied by a signed damaged/short delivery receipt at time of delivery in order to issue credit. In addition, the original shipping carton must be retained. The LTL service provider reserves the right to inspect the damaged product to finalize the claim. Damaged or shorted shipments must have been identified on the original signed delivery receipt or Bill of Lading when the shipment was delivered.
If the returned material is found to be free of defects and isn’t covered by a warranty, we reserve the right to accept the material and charge a 15% restocking fee.
We bear no liability for statutory, general, special, consequential, or tort damages with respect to uses of products purchased, including loss of profits, business, or goodwill and shall in no way be liable for any damages for any reason whatsoever that would exceed the replacement value of the material.