Refund policy

 

Last updated: 8 July 2026

This policy explains how cancellations, returns and refunds work at Bellanero. Nothing in this policy limits or affects your statutory rights as a UK consumer.

Your Right to Cancel (Consumer Contracts Regulations 2013)

As a UK consumer buying online, you have the legal right to cancel your order for any reason within 14 days of the day you receive your goods.

To cancel, tell us within that 14-day period — by email or via our contact page — that you wish to cancel. You do not need to give a reason. You then have a further 14 days to send the goods back to us at the UK return address we provide.

Please note:

  • The cost of return postage for a cancelled order is paid by you. We recommend a tracked service, as we cannot refund goods lost on their way back to us.
  • Please return the item unused where possible, in its original packaging. You are entitled to inspect the goods as you would in a shop, but we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
  • Please contact us before sending anything back so we can give you the correct UK return address and a returns reference. This keeps your refund moving quickly.
  • In some cases, at our discretion, we may issue your refund without requiring the item to be returned. We will confirm this when you contact us.

We will refund the full price of the goods (delivery is free on all Bellanero orders) within 14 days of receiving the goods back, or of receiving proof of postage from you, whichever is earlier. Refunds go to your original payment method.

Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

If your item arrives damaged or defective, or you receive the wrong product, we will put it right at no cost to you:

  • Within 30 days of delivery, you have the right to reject a faulty item for a full refund.
  • After 30 days and up to six months, you are entitled to a repair or replacement; if that is not possible or fails, a refund.

Please contact us as soon as you notice a problem. Where you can, include your order number and photos or a short video of the item and its packaging — this helps us resolve your case (and claim against the courier) much faster, though your statutory rights do not depend on it.

We cover return postage for faulty, damaged or incorrect items, or may resolve your case without requiring a return.

Items We Cannot Refund

We cannot offer refunds for damage caused by misuse, accident, or failure to follow the product care instructions, or for normal wear and tear. This does not affect your rights in respect of goods that were faulty when supplied.

Refund Processing

Approved refunds are issued to your original payment method within 14 days. Depending on your bank or payment provider, funds may take a further 5–10 business days to appear.

How to Contact Us

Via our contact page or by email at info@bellanero.com

Customer support hours: Monday to Sunday, 9:00 AM – 6:00 PM (UK time). We aim to respond within 24 hours.

This policy does not affect your statutory rights.