Refund policy

Returns & Refunds

We want you to be happy with your purchase. If you have any questions about returning an item, please contact us before sending it back so that we can provide you with the appropriate returns information.

Statutory Cancellation Rights

If you have purchased a product from us online, you generally have a statutory right to cancel your order within 14 calendar days of receiving your goods, without having to give a reason.

If you wish to exercise your statutory right to cancel, you must clearly inform us of your decision within this period. Once you have notified us, you must return the goods without undue delay and normally within 14 days of notifying us of your cancellation.

To exercise your statutory right to cancel, please contact us using the contact details provided at the end of this policy and clearly state that you wish to cancel your order.

Where you exercise your statutory cancellation rights, we will refund the full cost of the goods. As we offer free delivery on all UK orders, there is no delivery charge to refund. Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning the goods to us.

You are responsible for taking reasonable care of the goods while they are in your possession. We may make a reasonable deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.

Certain products may be excluded from the statutory right to cancel where permitted by law, including certain sealed products which are not suitable for return for health or hygiene reasons once the seal has been broken. Where an exclusion applies, this will be clearly stated on the relevant product page.

Our 30-Day Returns Policy

In addition to your statutory rights, we offer a 30-day returns policy for products purchased from us.

If you decide that a product is unsuitable or no longer required, you may return it within 30 days of the date of delivery, unless the product is specifically excluded from our 30-day returns policy.

Please contact us before returning it so that we can provide you with the appropriate information.

For a full refund under our voluntary 30-day returns policy, the product should be returned in a clean and resaleable condition, with all accessories included and, where reasonably possible, in its original packaging.

Please retain proof of postage when returning an item.

Unless the item is faulty, damaged or incorrect, you will be responsible for the cost of returning the item to us.

Certain products may be excluded from our voluntary 30-day returns policy for hygiene or other reasons. Where this applies, the exclusion will be clearly stated on the relevant product page.

If an item is returned with missing accessories or has been damaged or used beyond what is reasonably necessary to assess the product, we may make a reasonable deduction from the refund to reflect any reduction in the item's value.

Faulty, Damaged or Incorrect Items

If you believe that an item is faulty, damaged or incorrect, please contact us before returning it so that we can provide you with the appropriate information.
We may need to inspect or test the product to assess the issue. If the product is found to be faulty, damaged or incorrect, we will arrange the appropriate resolution in accordance with your statutory rights, which may include a refund, repair or replacement.

Returning an Item

Please contact us before returning it so that we can provide you with the appropriate information.
Please ensure that returned items are packaged securely and appropriately for transit.
We recommend using a tracked delivery service and retaining proof of postage. You are responsible for ensuring that the item reaches us safely.
Please contact us if you require any assistance with the returns process.

Refunds

Once we receive your returned item, we will process your refund as quickly as possible. We aim to issue refunds within 1–2 working days of receiving and, where appropriate, inspecting the returned item.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

If you are exercising your statutory right to cancel, we will issue your refund without undue delay and no later than 14 days after we receive the returned goods, or, if earlier, after you provide evidence that you have returned the goods. Refunds will normally be made using the same payment method used for the original purchase.

Your Statutory Rights

Nothing in this policy affects your statutory rights.

In particular, your statutory rights in relation to goods that are faulty, not as described or not fit for purpose are not affected by our voluntary 30-day returns policy.

If you have any questions about delivery, returns or refunds, please contact us on +44 (0)1733 590868 or email support.bsu@bellman.com.