For purchases made online, we will be happy to exchange or refund goods within 28 days of purchase if they are returned with the original receipts, are unworn and in the condition they were purchased, including all packaging.
A refund will be issued on the method the payment was made. This is in line with your right of return and refund.
We reserve the right to refuse to exchange or refund items that are not returned within 28 days from the date you receive your goods, if such items are not faulty.
In order to qualify for our refund policy all items must be in re-sealable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.
Our refunds policy is in addition to your statutory rights.
Exception To Refund Policy
There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.
For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products once worn or once the packaging has been opened or damaged unless the items are of unsatisfactory quality or unfit for purpose:
- underwear and shapewear (In the interest of hygiene please do not remove briefs when trying on garments);
- control wear;
Returns By Post
You can return goods to us via the Post Office to:
Bella Rose Lingerie, Po Box 123, Elgin, Morayshire, IV30 8SH
Complete our returns form with the reason for returning goods:
Bella Rose Return Centre (click on link)
The parcel should contain:
- The item(s) you purchased that you wish to return in their original condition.
You will need to pay for the postage but we will refund the delivery charge if we have made an error in our despatch or if the item received is faulty or unfit for purpose, unless you have decided to keep part of the received order. We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (see below).
We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting. Please allow at least two days for your goods to reach us.
Please note that we are not able to give exchanges for goods returned by post. We shall refund items returned to us within 14 calendar days of us receiving the goods themselves or evidence that they were returned.
If you need advice on returning by post, please contact our customer services team at firstname.lastname@example.org
Your Consumer Rights Of Refunds
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund.
However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:
- underwear (unless the hygiene strips and tags are still in place), control wear and hosiery.
Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed.
To cancel a purchase, you just need to let us know that you have decided to cancel.
If you cancel your purchase we will:
- Refund you the price you paid for the goods.
- Make any refunds due to you as soon as possible.
If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or mis-described, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card or debit card used by you to pay.
Because you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. As a consumer, you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms.