7. Cancellation Rights, Returns and Refunds
Bettylicious offers a 14 day returns policy from the day you receive your goods. If you wish to return an item then please email Betty at firstname.lastname@example.org quoting your order no. Please then fill in your form that is included in your parcel following the terms and conditions set out to follow. Please note at present you will be responsible for the return postage and it is recommended to send it signed for.
7.1 Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
7.2 As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
7.3 No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
7.4 No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective. This includes all swimwear as well as briefs.
7.5 Please observe the following procedure for all returns to us:
7.5.1 On the returns policy document that has been delivered with your goods or on another piece of paper, (if you no longer have your delivery note), include your order number, details of the item(s) and the reason for the return.
7.5.2 If you are returning your product because it is defective, please state the defect or defects.
7.6 You are responsible for paying any postage or shipping costs incurred when returning the product unless the item was faulty.
7.7 We recommend that all returns be sent by registered post, so that a record of the return is available for you.
7.8 We will not issue refunds for any items lost or stolen in transit to us.
7.9 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
7.10 If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.
7.11 Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.
7.12 Subject to the above, we will refund the purchase price of a returned product within 7 days of receipt of your item, having received written notification of your intention to return the product. Please note we use a external mail provider and collections are usually made twice a week.
7.13 We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
8. Customer Complaints
We endeavour to respond to all customer complaints or queries within hours but no later than within five working days.
9. Faulty Products
Where you experience a fault with a product it can be returned to us subject to our returns policy above.
10. Events Outside Our Control
We shall not be liable for delay or failure to perform any obligation under these Terms & Conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including, but not limited to, acts of god, war, civil disorder or industrial dispute.