Refund & Returns Policy
RETURNS POLICY
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.
Can I return my order?
Yes.
If you are not satisfied with your order, you may request a return within 30 days of receiving your order.
To be eligible for a return:
- The item must be returned with all original parts and components.
- The item must be in its original condition and must not show signs of excessive wear, misuse or damage caused after delivery.
- Items for which hygiene is relevant must meet the applicable hygiene requirements for return.
- If an item arrives faulty or damaged, please contact us as soon as possible after receiving it.
- Return shipping costs are the responsibility of the customer unless otherwise required by applicable law.
- Once we receive your return, it will normally be inspected and processed within 7 working days.
We reserve the right to refuse a return or reduce a refund where legally permitted if an item has been used, damaged or handled beyond what is reasonably necessary to inspect it.
YOUR RIGHT TO CANCEL
If you are a consumer purchasing online, you may have a statutory right to cancel your order under applicable UK consumer law.
For most eligible purchases, you have 14 days from receiving your goods to inform us that you wish to cancel your order.
After notifying us, you must return the eligible goods within the applicable statutory timeframe.
Unless otherwise stated or required by law, the direct cost of returning the goods is the customer's responsibility.
You may inspect an item in the same way you reasonably would in a physical shop. If the item's value has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.
We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been returned, whichever occurs first, where permitted by applicable law.
Your statutory rights are not affected by our additional 30-day returns policy.
EXCEPTIONS
Certain products may not qualify for cancellation or return where an exception applies under applicable consumer law. These may include:
- Goods made to your specifications or clearly personalised.
- Goods that are liable to deteriorate or expire rapidly.
- Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
- Goods which, after delivery, become inseparably mixed with other items.
- Certain sealed audio, video or computer software products once unsealed.
- Certain digital content once supply has begun following the customer's express consent and acknowledgement, where applicable.
- Services that have been fully performed in circumstances where the applicable statutory cancellation right has been lost.
Other statutory exceptions may also apply.
HOW DO I RETURN MY ORDER?
To request a return, please email:
Please include:
- Your order number
- The reason for your return
- Photos of the item if it arrived damaged or faulty
- Your full name
- Your address
Our customer service team will then provide you with the appropriate return instructions and return address.
Please do not return your order to the sender's address shown on the parcel. Contact us first so that we can provide the correct return address.
Return shipping costs are the responsibility of the customer unless the item is faulty, incorrect or applicable law requires otherwise.
We recommend keeping your shipping receipt and tracking information until your return has been processed.
ORDER CANCELLATIONS
We process orders quickly after they are placed. If you wish to cancel an order, please contact us as soon as possible at info@charlottebexley.com.
If your order has already entered the fulfilment or shipping process, we may be unable to stop the shipment. In this case, you may need to wait until the order arrives and then follow the applicable return procedure.
This does not affect any cancellation or consumer rights you may have under applicable law.
DAMAGED, FAULTY OR INCORRECT ITEMS
If you receive an item that is damaged, faulty or different from what you ordered, please contact us at info@charlottebexley.com with your order number and clear photographs of the issue.
We will review the matter and provide an appropriate solution in accordance with your applicable consumer rights.
REFUNDS
Once your return has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Where required by applicable consumer law, eligible standard delivery charges will also be refunded.
RETURN SHIPPING
Unless the item is faulty, incorrect or otherwise covered by your statutory rights, customers are responsible for the cost of returning their order.
DO NOT SEND A RETURN BEFORE CONTACTING US AND RECEIVING THE CORRECT RETURN INSTRUCTIONS.
For all return enquiries:
Charlotte & Bexley
Bexley, London, United Kingdom
info@charlottebexley.com
charlottebexley.com