COMPLAINTS AND RETURNS

Complaints and Returns

We make every effort to ensure that all products offered by BMTG meet the highest quality standards.

However, if a purchased product is defective or does not conform to the contract, the Customer has the right to submit a complaint in accordance with applicable law and the BMTG Warranty Terms.

How to Submit a Complaint

Step 1

Contact BMTG.

Describe the problem and, if possible, attach photographs showing the product defect.

Step 2

After reviewing your complaint, we will inform you of the next steps.

If assessing the complaint requires an inspection of the product, we will ask you to send it to BMTG. Before shipment, we will agree with the Customer on the method and address for returning the product.

Step 3

After receiving the product, we will assess it and inform you of the outcome of the complaint.

Returns

Consumers and entrepreneurs with consumer rights have the right to withdraw from a distance contract within 14 days, in accordance with applicable law.

Detailed information can be found in the Store Terms and Conditions.

📄 Withdrawal Form

Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply in cases specified by applicable law, in particular to products made to the Customer’s individual specifications or clearly personalised to meet the Customer’s needs.

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If you are unsure how to proceed, please contact us before returning the product.

In many cases, the issue can be resolved based on a description or photographic documentation, which can help shorten the time required to process the complaint.