Not satisfied? No problem. You can return your purchase within 14 days. Registering a return is easy via our contact form — you do not need to send anything to a register or authority.
1. Return period (cooling-off period)
You have 14 days to reconsider, starting on the day after you or a third party designated by you (not being the carrier) have received the product. In the case of an order with multiple products delivered separately, the period starts on the day the last product is received. Within this period, you may dissolve the contract without giving reasons, insofar as the statutory right of withdrawal applies.
2. Conditions for return
- The product is unused, or only tried to the extent necessary to establish its nature, characteristics, and functioning, as you would in a store.
- The product is complete, with all accessories and — where reasonably possible — in the original, undamaged packaging.
- You are liable for any diminished value resulting from use that goes beyond what is permitted above.
3. Exceptions to the right of withdrawal
Excluded from return are, among other things: sealed products that are unsuitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery; custom-made or clearly personalized products; products that by their nature are irrevocably mixed with other items after delivery; and sealed audio and video recordings or software whose seal has been broken. Where applicable, we state this with the product.
4. How to register a return
- Go to our contact form and choose “Return or exchange”.
- State your order number, the product you want to return, and (optionally) the reason.
- You will receive instructions from us and, if applicable, a return label or return address.
You may also use the statutory model withdrawal form (see below), but this is not mandatory.
5. Refund
After receipt and inspection of the return, we refund the purchase amount — including any standard delivery costs of the outbound shipment — without delay and no later than within 14 days via the same payment method you used to pay, unless otherwise agreed. We may wait to refund until we have received the product back, or until you have demonstrated that you have returned the product, whichever comes first.
6. Costs of return
The direct costs of return may be for your own account, unless the product is damaged, defective, or delivered incorrectly; in that case, we bear the return costs. We clearly inform you in advance about any return costs.
7. Damaged or incorrectly delivered products
Did you receive a damaged, defective, or incorrect product? Then contact us as soon as possible via the contact form, preferably with photos. We will then arrange repair, replacement, or refund free of charge, without prejudice to your statutory rights under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its implementing regulations.
8. Exchanges
Would you prefer to exchange for a different size, color, or another product? Indicate this with your return request, and we will arrange it for you where possible, subject to availability.
9. Model withdrawal form
If you wish to withdraw from the contract, you can complete the form below and return it to us (this is not mandatory):
To Gibson Group - FZCO, info@billygoods.com:
— I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract concerning the sale of the following products (*): …
— Ordered on (*) / received on (*): …
— Name of consumer(s): …
— Address of consumer(s): …
— Date: …
(*) Delete as appropriate.
10. Statutory rights
This return policy leaves the rights you have under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its implementing regulations unaffected.
Last updated: 8 July 2026.