Return Policy

We encourage you to carefully check all merchandise upon arrival. Please follow these specific reporting timelines:

1.1. Concealed Damage or Shortages

1.1.1. Must be reported within 48 hours of delivery.

1.1.2. Claims submitted after this period may not be accepted.

1.1.3. Photos of the damage are required.

1.2. Visible Damage or Shortages

1.2.1. Must be noted on the Proof of Delivery (POD) at the time of delivery.

1.2.2. Must be reported to Bi-Silque within 5 days of delivery.

1.2.3. Photos of the damage are required.

1.3. Mis-shipments / Incorrect Items

1.3.1. Must be reported within 5 days of delivery or noted on the POD.

1.3.2. Photos of the incorrect item(s) are required.

1.4. Defective Items

1.4.1. Must be reported within 30 days of delivery.

1.4.2. The original packaging (including UPC/barcode), accessories, and components must be retained.

1.4.3. Photos and a description of the defect are required.

1.5. Voluntary Returns (Change of Mind / Ordering Error)

1.5.1. Subject to a 15% restocking fee.

1.5.2. Products must be 100% intact, unused, and in the original packaging, including all accessories.

1.5.3. Items not meeting these conditions may not be eligible for refund.

1.5.4. Return shipping is the customer’s responsibility.

To ensure your claim is processed efficiently:

2.1. Request a Return Authorization (RA) Number

2.1.1. All returns must be pre-approved and accompanied by an RA number.

2.1.2. Returns without an RA number on the label may be refused and ineligible for credit.

2.2. Submit Photos and Descriptions

2.2.1. Include photos of the product and packaging.

2.2.2. Describe the damage or issue clearly.

2.2.3. Claims without photos may be declined.

2.3. Lost Shipments

2.3.1. A written statement of non-receipt is required to process claims for lost shipments.

Please ensure all returns follow these instructions:

3.1. Items must be returned unused, unassembled, and in their original unopened cartons.

3.2. Include the original order number (PO#).

3.3. State the item name, quantity, and reason for return.

3.4. Provide your name and daytime phone number for carrier coordination.

3.5. Indicate if you prefer a replacement shipment or a credit to your account.

4.1. Our standard shipping carriers are UPS Ground or UPS Freight.

4.2. If you prefer an alternative carrier, this must be requested at the time of ordering, and any additional shipping costs will be your responsibility.

4.3. Ensure that this return policy is clearly visible at the point of sale or during checkout to be enforceable in both the U.S. and EU contexts.