Refund Policy

This policy is governed by the Law of the Republic of Kazakhstan «On Protection of Consumer Rights» (No. 274-IV, 4 May 2010).

You may return any item in its original condition within 14 calendar days of receiving your order, not counting the day of receipt.

Items with manufacturing defects may be returned at any time after the defect is discovered.

To be eligible for a return, all of the following must apply:

• The item is unworn, unused, and in original condition with all tags and labels attached.
• Original BAY packaging (branded bag) is intact.
• You have proof of purchase (order number or receipt).
• The return request is submitted within 14 calendar days of receiving the order.

The following items cannot be returned under Kazakhstani law:

• Custom or personalised items (custom embroidery, non-standard sizing, or any personalisation requested by the buyer).
• Items that have been worn, washed, damaged, or had tags removed.
• Accessories with broken or opened packaging.

Follow these steps to initiate a return:

1. Contact us on WhatsApp: +7 778 914 9692 with your order number and reason for return.
2. Receive confirmation — we will send you shipping instructions within 1–2 business days.
3. Ship the item to the address provided within 3 business days of confirmation.
4. Refund issued after we receive and inspect the item (typically 1–2 business days after delivery to us).

For change-of-mind returns (wrong size, colour, or preference), return shipping is at the buyer's expense.

If the return is due to a manufacturing defect or our error (wrong item sent, damaged in transit), we cover all return shipping costs.

Refunds are issued to the original payment method — your bank card via Freedom Pay.

Processing time: 5–10 business days from the moment we confirm the return. Actual credit timing depends on your card-issuing bank and may take up to 14 business days.

If the refund has not appeared after this period, please contact your bank and also reach out to us.

We offer exchanges for a different size or colour, subject to stock availability.

Contact us on WhatsApp before shipping the item back so we can reserve the correct variant for you.

Any price difference for a more expensive item will be charged to you; a less expensive item will result in a partial refund.

If you receive a defective or incorrect item, please notify us immediately:

• Take photos or a short video of the defect/discrepancy when unboxing.
• Send the evidence to WhatsApp: +7 778 914 9692.
• We will arrange a free return or exchange at no cost to you, at any time after the defect is discovered.

For all returns and exchanges, reach us at:

• WhatsApp: +7 778 914 9692
• Address: 13 Aleksandr Griboyedov St, 3rd Floor, Atyrau, Kazakhstan
• Hours: Mon–Fri, 10:00–18:00 (UTC+5)