Your Statutory Rights
If you live in the UK, you have certain legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Cooling-Off” rights) and the Consumer Rights Act 2015. For most goods bought online you have a 14-day period from when you receive the goods to cancel your order for any reason. You then have a further 14 days to return the goods once you’ve notified us. We must refund you within 14 days of receiving the goods back. Quality Company Formations
How this applies to you
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Non-personalised items (i.e., items that are in stock and not customised personally for you): If you change your mind you may cancel the order within 14 days of receiving the goods. You then have up to 14 days to return the item in its original condition. We will refund you the cost of the goods (excluding original delivery, unless we mis-shipped) within 14 days of receiving the goods back.
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Personalised / bespoke items (i.e., items made to your specification, such as the “18th book” with your chosen name/message): These items are exempt from the 14-day cooling-off right if they were made specifically for you. If you simply change your mind, we cannot legally offer a refund. However if the item is faulty, damaged or materially not as described then you are still entitled to your rights under the Consumer Rights Act.
Faulty or Damaged Goods
If your item arrives faulty, damaged or not as described, please contact us within 48 hours of receipt at prettythingsbybee@gmail.com quoting your order number and include photos of the fault/damage. We will arrange for a replacement or refund (choice is ours) after receiving the returned item unless we agree otherwise.
How to Return
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Email us at prettythingsbybee@gmail.com within the relevant timeframe with your order number and reason for return.
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Return the item securely packaged, including your receipt/order number, and track your parcel as you are responsible for return costs (unless we agree to cover due to fault).
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Items must be unused, in original condition and packaging, with no signs of wear or custom modification (for non-personalised items).
Refunds
Once we receive the returned item and confirm it’s in resaleable condition, we will process the refund to your original payment method. Please allow up to 14 days for your bank/issuer to reflect the refund.
Return Costs
For change-of-mind returns (non-faulty goods) you are responsible for the return postage. For faulty/damaged goods, if we agree the fault was our responsibility we will cover reasonable return postage.
Exclusions
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Personalised or bespoke items returned for reasons of change-of-mind cannot be refunded (unless faulty).
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Items showing signs of use, damage caused by misuse, alteration, or missing parts cannot be refunded.
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Sale/Clearance-items may be eligible for exchange/store credit only (we will specify when you order).
Contact Us
If you have questions about your rights, or need to return an item, please email prettythingsbybee@gmail.com (We aim to respond within 24 working hours.)
