Returns & Refund Policy
Your right to cancel
If you buy from us as a consumer, you have the right to cancel your order within 14 days, without giving any reason. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in several deliveries, the period ends 14 days after the last item arrives.
To cancel, tell us clearly that you want to cancel by emailing britanniaessentials5@gmail.com with your order number and the items you wish to return. You can use any clear statement; you do not need a special form. Please send your cancellation before the 14-day period ends.
Sending the goods back
After you tell us you are cancelling, you must send the goods back within 14 days. Please email us first and we will give you the return address and instructions. The goods should be returned in their original packaging, with all accessories and manuals, and you must take reasonable care of them while they are with you. We may reduce your refund if the goods have lost value because you handled them more than was necessary to check what they are and how they work.
You are responsible for the cost of returning the goods unless they are faulty or not as described. We recommend using a tracked service, as you are responsible for the goods until they reach us.
Goods that cannot be returned
For health and hygiene reasons, we cannot accept the return of sealed goods, such as cosmetic or personal-care products, if they have been unsealed after delivery. Personalised items and gift cards are also excluded. This does not affect your rights if the goods are faulty or not as described.
Refunds
If you cancel, we will refund the price you paid for the goods, together with the standard delivery cost you paid, without undue delay and within 14 days of receiving the goods back from you, or of receiving proof that you have sent them back, whichever is earlier. We will refund you using the same payment method you used for the original order, and you will not be charged a fee for the refund. If you chose a more expensive delivery method than our standard option, we will not refund the extra cost. Depending on your bank or card provider, it may take some days for the refund to show in your account.
Faulty or incorrectly described goods
If a product is faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015. In general, you can reject the goods and get a full refund within 30 days of delivery, and after that you may be entitled to a repair or replacement, and in some cases a price reduction or refund. Please email us with your order number and, if possible, photos of the problem. If the goods are faulty, we will cover the reasonable cost of returning them.
Exchanges
If you would like to exchange an item for the same product, email us and we will let you know the best way to do this.
Late or missing refunds
If you have not received a refund after the time stated above, please check your bank account and contact your card or payment provider first, as it can take some time to appear. If you still have not received it, email us at britanniaessentials5@gmail.com.
Contact
For any questions about returns or refunds, email britanniaessentials5@gmail.com.