Return & Refund Policy for Britano
1. Overview
At Britano, we want you to be satisfied with your purchase. This policy outlines your rights and our procedures regarding returns, refunds, and exchanges.
2. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.
- You must inform us within 14 days of receiving the product
- You then have an additional 14 days to return the item
3. Conditions for Returns
To be eligible for a return:
- Items must be unused and in original condition
- Items must be returned in their original packaging
- Proof of purchase (order confirmation or receipt) is required
We reserve the right to refuse returns that do not meet these conditions.
4. Non-Returnable Items
The following items cannot be returned:
- Perishable goods
- Personalised or custom-made products
- Hygiene-sensitive items (if opened)
- Digital products (if applicable)
5. Refunds
Once we receive and inspect your return:
- We will notify you of the approval or rejection of your refund
- Approved refunds will be processed within 5โ10 business days
- Refunds will be issued to your original payment method
Original delivery charges may not be refundable unless the item is faulty.
6. Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked shipping service, as we are not responsible for lost returns
7. Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect item:
- Contact us within 48 hours of delivery
- Provide photos or evidence of the issue
We will offer:
- A replacement, or
- A full refund (including shipping costs), where applicable
8. Exchanges
We only replace items if they are defective or damaged. If you need an exchange, please contact us.
9. Late or Missing Refunds
If you havenโt received your refund:
- Check your bank account again
- Contact your payment provider (processing times may vary)
- If the issue persists, contact us
10. Contact Us
For returns or refund enquiries, please contact us at:
Email: info@britano.co.uk
Please include your order number and reason for return in your message.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we canโt offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery