Refund Policy

What this policy covers

This policy applies to every order placed with BSRWarm. Read it before you buy. By completing a purchase you confirm that you have read and agreed to the terms below.

30-day money-back guarantee

You have 30 days from the day your order is delivered to send it back for a full refund. Any reason will do, and you do not have to explain yourself.

The blanket has to come back in a condition we can sell again. That means no cuts, no burns, no opened or altered wiring, and no wear past what it takes to try it out for a night or two. Return postage is yours under this guarantee: you send it to the address our support team gives you.

We do not charge a restocking fee or a handling fee.

The rest of the winter, when the fault is ours

After the first 30 days the guarantee becomes a replacement cover, and it runs to the end of the winter season, which we count as 31 March.

If the blanket stops heating because of a fault in the product itself, email us with a photo or a short video. If we confirm the fault, we send a replacement free of charge, shipping included. This part covers replacement rather than a refund, and it covers faults in our product rather than damage.

What is not covered

A controller, cord or heating element that has been cut, opened up or repaired by anyone other than us
Damage you caused, including water damage, a cord that was pulled or chewed, burns and heat damage from covering the controller while it is switched on
Washing or drying against the care label, or reconnecting the controller before the blanket is completely dry
Ordinary wear on the fabric over time
Blankets bought second-hand, or from a seller who is not us

How to return something

Email support@bsrwarm.shop with your order number and a line about what went wrong.
We reply with the return address and anything else you need. Keep the packaging until your refund is done.
Ship it back. Under the 30-day guarantee you pay the return postage. If it arrived faulty, we pay it.
Refunds go back to the payment method you used, within 10 business days of the parcel arriving and being checked.

Damaged, faulty, or not what you ordered

If your order arrives damaged, does not heat up, or is not the item you ordered, email support@bsrwarm.shop within 30 days of delivery and include a photo of the problem. We will replace it or refund you in full, whichever you prefer. We cover the return shipping in these cases, and for a clear fault we will often tell you to keep the original instead of posting it back, because sending a faulty blanket back across the world costs more than the blanket did.

If your order never arrives

Email us. We open the claim with the carrier ourselves. If the parcel cannot be found we send another one or refund you in full, whichever you prefer. The risk on a parcel we sent is ours, not yours.

Cancelling an order

Email us as soon as you can. If your order has not been dispatched we cancel it and refund you the same day. Once it has gone we cannot pull it back, but the 30-day return above still covers you.

EU and UK orders

If your order ships into the European Union or the United Kingdom, you have a legal right to cancel within 14 days of receiving it, for any reason and without giving one. That right runs alongside the 30-day window above. Where the two differ, the longer one is the one that applies to you.