Refunds and Returns Policy
At belveracircle, we want you to love what you buy. If for any
reason you are not completely satisfied with your purchase, this Return, Refund & Exchange Policy (“Policy”)
explains how you can return your product, request a refund, or exchange your order. This Policy forms an
integral part of our Terms of Service and is published in accordance with the Consumer Rights Act 2015
and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 of the United
Kingdom. Nothing in this Policy affects your statutory rights as a consumer. By placing an order with
belveracircle.shop, you agree to the terms set out below.
Important: All return, refund, exchange, and cancellation
requests are accepted exclusively via email at [email protected]. We do not process return requests through any
other channel.
1. Overview
- Cooling-Off / Return Window: 14 days from the date of delivery to cancel
and return for any reason (Consumer Contracts Regulations 2013). - Faulty Goods: A 30-day right to reject faulty, misdescribed, or
not-fit-for-purpose items for a full refund (Consumer Rights Act 2015). - Return Channel: Email only — write to [email protected].
- Return Postage: Free — we provide a prepaid return label (or arrange a
free collection where available) across the United Kingdom. - Refund Timeline: 7–10 working days after the returned product passes our
quality inspection, and in any event within 14 days of our receiving the goods back. - Refund Method: Refunded to the original payment method.
- Coverage: Returns are accepted only for orders delivered within the United
Kingdom. We do not ship or accept returns from outside the United Kingdom.
2. Eligibility for Return
To be eligible for a standard (change-of-mind) return, your item should meet the
following conditions:
- The return request is initiated via email within 14 days of the delivery
date. - The product is in its original condition, unused and unworn beyond what is reasonably
necessary to inspect it (as you would be able to in a shop). - All original packaging is intact, including the brand box, protective packaging,
warranty card, tags, and any accompanying accessories. - The product has not been altered, modified, repaired, or tampered with in any way.
- The original invoice or proof of purchase is provided.
Where the value of the goods has been reduced by handling beyond what is necessary
to establish their nature, characteristics, and functioning, we may make a proportionate deduction from your
refund, as permitted by the Consumer Contracts Regulations 2013. These conditions do not apply to faulty or
misdescribed goods, which may be returned under the Consumer Rights Act 2015.
3. Non-Returnable Items
In line with the exemptions under the Consumer Contracts Regulations 2013, and due
to the personalised, hygienic, and made-to-order nature of certain products, the following items are
not eligible for change-of-mind returns or exchanges, except in cases of manufacturing defect,
damage during transit, or processing error on our part:
- Made-to-order, custom-configured, or personalised products built to your specifications.
- Engraved, monogrammed, or otherwise personalised items.
- Sealed goods that are not suitable for return for hygiene reasons once unsealed.
- Products purchased during clearance sales, flash sales, or marked as “Final Sale” / “Non-Returnable” on the
product page. - Gift cards and store credit vouchers.
- Items returned without original packaging, accessories, or proof of purchase.
- Items showing signs of use, wear, alterations or adjustments by a third party, or accidental damage by the
customer.
This list does not affect your statutory right to a refund, repair, or replacement
for goods that are faulty, not as described, or not fit for purpose.
4. Damaged, Defective, or Incorrect Items
We take quality very seriously. If you receive a product that is damaged in
transit, defective, or different from what you ordered, please notify us by email as soon as
possible — and, for visible transit damage, ideally within 48 hours of delivery. Under the
Consumer Rights Act 2015 you have a 30-day right to reject faulty or misdescribed goods for a
full refund. Please follow the steps below:
- Email us at [email protected] with your order
number, clear photographs of the damaged/defective product, and a
short description of the issue. - Where possible, attach a photo of the outer shipping package (especially if it shows tampering or damage in
transit). - Do not discard the product or its packaging until the return process is completed.
Once verified, we will offer you — at your choice — a free
replacement, a full refund, or an exchange for another product of
equal value. Return postage is completely free for damaged, defective, or incorrect items.
5. How to Initiate a Return (Email Only)
All return, refund, and exchange requests must be submitted exclusively
by email. We do not accept return requests via phone, WhatsApp, social media, or our customer
account portal.
To raise a return request, please send an email to [email protected] with the following information:
- Subject Line: “Return Request — [Your Order Number]”
- Full Name as on the order
- Order Number
- Product Name and SKU (if available)
- Reason for Return (e.g., size issue, defect, wrong item received, change of mind)
- Clear Photographs of the product, packaging, and any visible defects or damage
- Collection / return address and a contactable phone number for the courier partner only
Our customer support team will respond to your email within 24 working
hours and confirm whether your return is approved. Return requests submitted through any
channel other than email will not be processed.
6. Return Collection & Postage
- Free Returns: Once your return is approved by email, we will provide a free
prepaid return label, or arrange a complimentary doorstep collection where available,
at no cost to you, across the United Kingdom. - Collection Window: Where a collection is arranged, it is typically attempted within
2–4 working days from approval, depending on your location. - Self-Shipping (if a label/collection is unavailable): In rare cases where a prepaid label
or collection cannot be arranged for your postcode, our email response will provide the return shipping address.
In such cases, we will reimburse the actual return postage (capped at £5) along with your
refund, upon submission of the postage receipt. - Packaging: Please pack the product securely in its original box along with all accessories,
tags, and the invoice. Improper packaging that results in damage during return transit may lead to a deduction
from the refund.
7. Inspection & Approval Process
Once the returned product reaches our facility, our quality assurance team will
inspect it within 2–3 working days. You will receive an email notification confirming whether
your return has been:
- Approved: The refund or exchange will be processed as per the option you selected.
- Partially Approved: Where the value of the goods has been reduced by handling beyond what
is necessary to inspect them, a proportionate deduction may be applied to the refund, as permitted by the
Consumer Contracts Regulations 2013. - Rejected: Where the item is outside the eligible return window, is a non-returnable item
that is not faulty, or shows damage caused by the customer, the item may be returned to you. This does not
affect your statutory rights in respect of faulty or misdescribed goods.
8. Refund Process and Timeline
- Refund Initiation: Refunds are initiated within 24 hours of return
approval. - Refund Credit Timeline: The refunded amount will reflect in your original payment account
within 7–10 working days from the date of initiation, and in any event within
14 days of our receiving the returned goods, in line with the Consumer Contracts Regulations
2013. - Original Payment Method: Refunds are processed back to the same payment method used at the
time of purchase:- Credit/Debit Cards → refunded to the same card
- PayPal → refunded to your PayPal account
- Bank transfer or other methods → refunded to the source account (we will request your details by email
where necessary)
- Store Credit Option: If you prefer, you may choose to receive your refund as store
credit usable on a future purchase. Store credit is instantly issued and
remains valid for 12 months from the date of issue. - Shipping Charges: Since we offer free shipping on all orders, there are no
shipping charges to refund or deduct.
9. Exchange Policy
If you would like to exchange your product for a different style, size, colour,
or model, you may do so under the following conditions:
- Exchange requests must be raised by email at [email protected]
within 14 days of delivery, following the same process as returns. - The replacement item must be of equal or higher value. If higher, you pay the difference; if lower, the
balance is refunded as store credit. - Exchanges are subject to stock availability of the requested item. If the desired product is unavailable, we
will offer either a full refund or store credit of equivalent value. - Only one exchange per order is permitted.
- The exchanged item is shipped to you free of charge after the original item is received and inspected.
10. Cancellation Policy
- Before Dispatch: Orders can be cancelled free of charge within the 1–2 working day
processing window, before the order is handed over to the courier. Cancellation requests must
be sent by email to [email protected] with subject line “Order
Cancellation — [Your Order Number]”. - After Dispatch: Once your order has been shipped, you may refuse delivery or initiate a
return after receipt under this Policy and under your statutory right to cancel within 14 days under the
Consumer Contracts Regulations 2013. - Cancellations by Us: We reserve the right to cancel any order due to stock unavailability,
suspected fraud, pricing errors, or other reasonable grounds. In such cases, a 100% refund
will be issued within 7–10 working days.
11. Warranty
All products sold on belveracircle.shop are covered by a
limited manufacturing warranty against manufacturing defects under normal use. Warranty
coverage:
- Manufacturing Defects: Covered for 6 months from the date of delivery against defects in
materials or workmanship under normal use. - Warranty does NOT cover damage caused by accidents, mishandling, improper cleaning, exposure to chemicals,
normal wear and tear, or unauthorised repairs. - To make a warranty claim, send an email to [email protected]
with photos and the order number.
This limited warranty is provided in addition to, and does not affect, your
statutory rights under the Consumer Rights Act 2015 — including your right to goods that are of satisfactory
quality, fit for purpose, and as described, which can be enforced for up to 6 years in England and Wales (5
years in Scotland) from the date of purchase.
12. Made-to-Order & Customised Products
Made-to-order or customised products are produced based on the specifications you
submit. We strongly recommend reviewing your specifications carefully before placing the order. As permitted
under the Consumer Contracts Regulations 2013, returns of made-to-order or personalised products are only
accepted in the following cases:
- The product was produced incorrectly on our part (e.g., wrong specifications compared to what you
provided). - The product has a manufacturing defect.
- The product is damaged in transit.
belveracircle.shop shall not be liable for errors caused by
incorrect specifications submitted by the customer. In such cases, we may offer a one-time correction service
at a discounted rate as a goodwill gesture.
13. Items Lost or Delayed in Return Transit
When you ship a product back to us using our prepaid return label or arranged
collection, the responsibility for safe transit rests with our courier partner. We will track and process the
return as soon as it reaches our facility. In the rare event that a returned shipment is lost in transit through
our courier, we will honour the refund based on the proof of postage or collection confirmation.
14. Important Conditions
- Email is the only valid channel for return, refund, exchange, and cancellation requests.
Requests submitted via phone, social media, WhatsApp, or in person will not be accepted. - belveracircle.shop reserves the right to refuse a change-of-mind return that does not meet the
eligibility criteria stated above, subject always to your statutory rights. - Multiple or repeated returns from the same account may be reviewed and, in cases of suspected misuse, future
returns may be declined. - This Policy is subject to change without prior notice. The policy applicable to your order is the one
published at the time of order placement. - This Policy is governed by the laws of England and Wales. Any dispute will be subject to the exclusive
jurisdiction of the courts of England and Wales; however, if you are a consumer resident in Scotland or
Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.
15. Complaints, Escalation & Dispute Resolution
If you are not satisfied with the resolution of your return or refund request,
you may escalate the matter by email to us. We will acknowledge your complaint within 24 hours
and aim to provide a resolution within 15 days of receipt. If we are unable to resolve your
complaint, you may be able to use an Alternative Dispute Resolution (ADR) scheme, or seek free advice from the
Citizens Advice consumer service at www.citizensadvice.org.uk
or by phone on 0808 223 1133.
16. Contact Us
For all return, refund, exchange, cancellation, and warranty-related queries,
please email us at the address below. Email is our only supported channel for return-related
communications.
- Email Response Time: Within 24 working hours, Monday to Friday (excluding public holidays)
By placing an order on belveracircle.shop, you acknowledge that
you have read, understood, and agreed to this Return, Refund & Exchange Policy in its entirety,
including the email-only support requirement.
Last Updated: June 2026