Refund policy

# Return and Refund Policy

Last updated: 16 September 2026

We hope you are happy with your Britbasket purchase. This policy explains how cancellations, returns, replacements and refunds are handled. Nothing in this policy limits your statutory rights under UK consumer law.

## 14-Day Cancellation Right

If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason. You must notify us within 14 days after the day on which you, or a person nominated by you, receives the goods. After notifying us, you must send the goods back within a further 14 days.

To request a return, email britbasket@hotmail.com with your name, order number and the reason for contacting us. Please wait for return instructions before sending an item. Products returned without authorisation or to an incorrect address may not be accepted.

## Return Conditions

Unless an item is faulty, damaged or incorrectly supplied, returned products should be unused, complete and in substantially the same condition in which they were received, with their original packaging, accessories and labels.

You may inspect an item as you would reasonably do in a physical shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

## Earrings and Hygiene-Sensitive Products

For health and hygiene reasons, earrings and other sealed hygiene-sensitive goods may not be eligible for a change-of-mind return after their hygiene seal has been removed. This does not affect your rights if an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

## Faulty, Damaged or Incorrect Items

Please inspect your order after delivery. If an item is damaged, faulty, misdescribed or different from what you ordered, contact britbasket@hotmail.com as soon as reasonably possible.

Please provide your order number, a description of the problem and clear photographs or video of the product and packaging where reasonably possible.

Where required by law, we will provide an appropriate remedy, which may include repair, replacement, price reduction or refund. Britbasket will cover reasonable return costs when an item is faulty, damaged or incorrectly supplied.

## Items That Cannot Normally Be Returned

Subject to your statutory rights, we may be unable to accept change-of-mind returns for:

- Earrings or sealed hygiene-sensitive goods after the hygiene seal has been removed;
- Personalised, customised or made-to-order products;
- Perishable products;
- Products used, altered, damaged or incompletely returned by the customer;
- Gift cards and any other legally excluded products.

## Return Delivery Costs

If you cancel because you changed your mind, you are responsible for the direct cost of returning the item unless we confirm otherwise. If an item is faulty, damaged, misdescribed or incorrectly supplied, Britbasket will cover reasonable return costs or provide another suitable return method.

We recommend using a tracked service and retaining proof of postage. Do not return an item to the address printed on its original parcel unless we specifically confirm that address.

Return address, subject to our return instructions:

Britbasket  
167 Tame Road  
Birmingham  
B6 7DG  
United Kingdom

## Refunds

Once a return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method.

For a valid statutory cancellation, we will also refund the cost of our least expensive standard delivery method. Any additional amount paid for express or enhanced delivery may not be refundable.

We will process a qualifying refund without undue delay and normally within 14 days after receiving the returned goods or acceptable evidence that they were sent back, if earlier. Your bank or payment provider may require additional time to display the refund.

## Cancellations Before Dispatch

Email britbasket@hotmail.com immediately if you want to cancel or change an order. We will try to help, but cannot guarantee that an order can be changed or stopped after processing or dispatch has begun.

## Exchanges

We do not currently offer direct exchanges unless agreed otherwise. You may return an eligible item and place a new order for the preferred product.

## Contact Us

Britbasket  
Email: britbasket@hotmail.com  
Address: 167 Tame Road, Birmingham, B6 7DG, United Kingdom