Refund policy

Can I Return My Order?

Yes, absolutely.

If you are not happy with your order, you can send it back within 30 days of getting your item. We want every experience with Betty and Brenda to feel right, and when it does not, we are here to make putting it right simple.

Your Legal Rights

Alongside our 30-day policy, you have rights under UK law that we cannot reduce:

• Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason, and a further 14 days to return the goods. Where you cancel this way we refund the price of the goods plus the standard outbound delivery charge.
• Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may reject them for a full refund within 30 days, or ask for a repair or replacement. Faults that appear within six months of delivery are presumed to have been present at delivery.

Return Eligibility Requirements

To be eligible for a return, items have to meet the following conditions:

• The item should be in the same condition you received it, unworn and unwashed, with all parts, components and original packaging
• Ordinary handling is fine, including trying an item on for fit, but damage caused by improper use is not
• Personalised and made-to-order items cannot be returned

If an item comes back worn, washed, altered or damaged beyond trying it on, we may reduce the refund. We will tell you first and explain the reason.

How to Return Your Order

Step 1. Contact Us

Send an email to info@bettyandbrenda.com and include:

• Your order number
• The reason for your return
• In case of damage, a picture of the item
• Your name and address

Step 2. Wait for Our Response

We review your request within 24 hours and send you the return address, a return authorisation number and any further instructions. Where the return is our fault, we include a prepaid returns label.

Step 3. Send Your Package

Post the parcel to the address we provide, with your return authorisation number inside. We recommend a tracked service, as we cannot refund parcels that never reach us.

Important: please use only the returns address we send you, not the one on the original packaging.

Return Shipping and Fees

For returns due to a change of mind or an exchange request, you are responsible for return postage.

If the return is due to an error on our part, including an incorrect item, a manufacturing fault or damage in transit, we cover return postage in full and send you a prepaid label. In those cases you may choose a replacement or a full refund. We will never ask you to accept a voucher or credit note instead of your money back.

There is no restocking fee on any return.

Damaged or Incorrect Items

Please inspect your order carefully on delivery. If your item arrives faulty, damaged or incorrect, whether that is the wrong size, colour or style, contact us at info@bettyandbrenda.com within 30 days of delivery so we can make it right.

Product Accuracy

Photos show the product as closely as we can, but colours can appear a little different in real life because of lighting, photography and your screen.

A colour variation of this kind is not a manufacturing fault. It is still covered by our 30-day return window and by your statutory right to cancel, so if the item is not what you pictured you can send it back for a refund.

Size and Item Exchange

For a size or product exchange, return postage is yours and delivery of the replacement is ours. When the item was wrong or faulty, we pay for postage in both directions.

Exchanges

The fastest way to receive a different item is to:

1. Ask us to return the item you received
2. Once the return is approved, place a new order for the item you want

This means you receive your new item as promptly as possible without waiting for the return process to complete.

Refund Processing

Once your return has been received and inspected, your refund is processed within 5 working days. Your bank or card issuer then takes another 3 to 10 working days to post the funds to your account.

Refunds are issued via the original payment method, as payment providers only allow refunds along the original payment path. Outbound delivery charges are refunded where you cancel within the statutory 14 day period or where the item was faulty or significantly different from its description.

If more than 14 working days have passed since your refund was confirmed and nothing has turned up, please contact us at info@bettyandbrenda.com.

Cancellations

You can cancel free of charge at any time before your order is dispatched. Email info@bettyandbrenda.com as soon as you can with your order number and the subject line CANCEL ORDER.

Our fulfilment is automated, so orders reach packing quickly and early notice helps. If it is too late to cancel, wait for the parcel and return it under the terms above.

Orders Already in Transit

Once an order has been dispatched, cancellation is no longer possible. You can refuse the delivery at the door, or wait to get your item and contact us to start a return.

Incorrect Address Details

It is the customer's responsibility to provide accurate delivery information at the time of ordering. We cannot accept liability for delayed or undelivered parcels resulting from incorrect address details.

If delivery is not possible because of an incorrect address, any shipping costs incurred are deducted from the refund amount. If you would like the order reshipped after correcting the address, the additional shipping cost is your responsibility.

Uncollected or Refused Packages

Refused parcels and parcels not collected from a depot or collection point are sent back to us automatically, and the return carriage charged to us is taken from the refund.

Complaints

Not happy with how your return was handled? Email us with the subject line COMPLAINT and we will reply within 5 working days. You can also seek free independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Summary

• Return window: 30 days from date of receipt
• Statutory cancellation right: 14 days to cancel, then 14 days to return
• Return postage if you change your mind: Paid by you
• Return postage if the item is faulty or incorrect: Paid by us
• Restocking fee: None
• Processing time: Refund within 5 working days after inspection, then 3 to 10 working days to reach your bank
• Refund method: Original payment method only
• Exceptions: Personalised and made-to-order items cannot be returned
• Cancellation window: Any time before dispatch

Governing Law

This return policy is governed by the law of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

Contact

For anything not covered here, write to info@bettyandbrenda.com. We are glad to help.

• Store Name: Betty and Brenda
• Company Name: VERADINE LLC
• Warehouse Address: Unit 22, Chetham Court, Calver Road, Warrington WA2 8RF, United Kingdom
• Registered Address: 30 N Gould St, Sheridan, WY 82801, United States
• Email: info@bettyandbrenda.com

Customer Service: Monday to Friday, 9:00 am to 6:00 pm (UK time) | Saturday and Sunday: Closed

Most enquiries get a reply within 24 hours. Our Contact Us page lists each way to reach us.