Refund policy

This policy covers purchases made directly at beaconbrandsltd.shop from BEACON BRANDS LTD for UK customers. Physical goods and digital content have different rules, explained below. Our voluntary policy adds to your statutory rights; it does not replace them.

Physical products: our additional 30-day return window

For eligible physical products, you may tell us you wish to return an item within 30 calendar days after delivery, then send it back within 14 calendar days after telling us. This applies to a change of mind as well as a request for an alternative item. The day after delivery is day one. For items from one order delivered separately, we will also honour any later statutory starting date that applies.

Under this additional offer, goods must be unused apart from reasonable inspection, complete with supplied components, and free from damage caused after delivery. Open packaging carefully and keep it where practical. Original packaging is helpful but is not an absolute condition. We charge no restocking fee. The additional offer does not cover clearly personalised physical goods made to your specifications or downloadable files.

These voluntary conditions do not restrict your right to inspect goods under statutory cancellation rules or your remedies for a fault. Handmade goods, goods produced after an order and standard catalogue options are not automatically excluded from cancellation simply because they are made to order.

How to arrange a physical return

Contact customer service, email support@beaconbrandsltd.shop, or call +44 7700 141338. Identify your order and the item. If you are changing your mind, no explanation is required for a statutory cancellation. For a fault, describe the problem; photographs may help but are not a condition of having legal rights.

Ask for the appropriate return destination and posting instructions before sending a parcel. Our registered office is not identified as a warehouse or walk-in return counter. Contacting us helps route the parcel; it does not make statutory cancellation dependent on approval or allow us to delay your legal rights. If no separate return address has been supplied, the statutory rules on where goods may be returned continue to apply.

Pack goods securely and retain proof of sending. Include the order reference where practical. Do not send passwords, full payment-card details or unrelated personal information with a return request.

Return postage

Free outward shipping is separate from return postage. For change-of-mind returns, you are responsible for direct return costs only where that responsibility was clearly disclosed before you purchased and the law permits it. If we agreed to pay, or failed to provide a legally required return-cost disclosure, we bear those costs. Contact us for the arrangements applicable to your order before buying postage; this policy does not promise a prepaid label.

For faulty, damaged, incorrect or misdescribed goods, we bear reasonable return costs where required by law. We will discuss a suitable return or collection arrangement. You do not have to pay a restocking or refund administration fee to exercise a statutory remedy.

Your UK statutory cancellation right: 14 days, not seven

For most online purchases of physical goods, you can cancel from placing the order until the end of 14 calendar days after the day you receive the goods. For one order delivered in separate parts, the period normally runs from receipt of the last part. Tell us clearly that you are cancelling, then send the goods back within a further 14 calendar days after the day you tell us. Legal extensions apply if required cancellation information was not supplied.

You may use email, telephone, post or another clear statement. You do not have to wait for permission, use a particular form or give a reason. A seven-day reporting or return rule does not replace these rights.

You may inspect the goods as you reasonably could in a shop. A deduction for diminished value is permitted only in the circumstances allowed by law, including handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We will explain any proposed deduction. We cannot impose an automatic packaging or restocking deduction on a statutory cancellation.

Cancellation refunds and our voluntary refund procedure

For a statutory cancellation of physical goods where we have not offered collection, reimbursement is due without undue delay and no later than 14 calendar days after we receive the goods back or you supply evidence of sending them back, whichever is earlier. Where we have offered to collect, or the relevant cancellation does not involve returning goods, the deadline is generally 14 calendar days after we are informed of cancellation. An inspection does not restart the clock.

For a return relying only on our additional 30-day offer, we will issue the refund without undue delay and within 14 calendar days after receipt of the returned goods. Any earlier statutory deadline takes priority.

We refund the amount due to the original payment method unless you expressly agree otherwise, without a refund fee. You do not have to accept store credit instead of a refund legally owed. For a full statutory cancellation, any standard outward delivery charge is also refundable; an expressly chosen premium above the least expensive standard option need not be. Our free shipping has no paid standard delivery charge to refund, and we do not deduct a fictional outward postage fee.

Issuing a refund and its appearance in your account are separate stages. Your payment provider controls its posting time. Contact us if you cannot locate a refund so we can check its status and supply available transaction information. Provider processing does not remove our responsibility to reimburse within the applicable legal deadline.

Faulty, damaged or misdescribed physical goods

Goods must be as described, of satisfactory quality and fit for their particular purpose where the law requires. For goods that fail those standards, there is normally a short-term right to reject within 30 days, with the statutory starting conditions and any repair-related extension applying. After that period, repair or replacement and, in appropriate circumstances, a price reduction or final rejection may be available. These rights can continue beyond our voluntary return window.

Where a statutory rejection refund is due, we must give it without undue delay and within 14 calendar days beginning with the day we agree that you are entitled to it. A separate inspection or warehouse-receipt rule must not postpone that deadline. We do not impose a seven-day fault-notification limit or require original packaging as a universal condition.

Personalised physical goods and commissioned work

The ordinary change-of-mind cancellation right can be excluded for physical goods genuinely made to your specifications or clearly personalised. Any relevant specification and exception should be explained before purchase. This does not excuse a fault, incorrect personalisation or failure to match the agreed description.

A custom digital pattern is not automatically treated as a personalised physical good. Where an order includes a separately contracted design service, the service rules must be considered separately. A proportionate charge for service work during a cancellation period is permitted only where the required information and express request to start early have been obtained. A service cancellation right is not lost merely because work has started.

Digital patterns and other downloadable content

If a product is described as a digital pattern, the purchase is for the stated file, not a finished toy, garment, kit or printed copy. The 30-day physical return offer does not apply to digital files.

For digital content supplied without a physical medium, the cancellation period normally lasts 14 calendar days after the day the contract is made. Supply during that period can cause the cancellation right to end only after your prior express consent to starting supply and your acknowledgement that you will lose the right when supply begins. The required confirmation must also be provided on a durable medium, such as email. A general acceptance of terms, a pre-ticked box or a statement that all downloads are non-refundable is not a substitute for those steps.

Where those requirements have not been met, applicable cancellation rights remain; you do not bear the cost of content supplied during the cancellation period in the circumstances specified by law. For a valid digital cancellation, reimbursement is due without undue delay and generally within 14 calendar days of notification.

Digital content must meet its description and applicable quality and fitness standards. If a file is corrupt, missing, incorrect or materially misdescribed, contact us with the order reference and the problem. Statutory remedies can include repair or replacement, and an appropriate price reduction, potentially the full price, where the legal conditions are met. We will not require a physical return label for a download or treat downloading as a waiver of faulty-content rights.

Exchanges and order changes

For an eligible physical item, you can request an exchange subject to availability. We will explain any price difference and arrangements before you agree. An exchange is optional; it does not displace a refund you are entitled to receive. If no suitable replacement is available, use the applicable refund route.

Contact us promptly to correct or cancel an order before dispatch or digital supply. We cannot promise that a dispatched parcel can be intercepted. Your applicable statutory rights continue if it cannot.

Optional cancellation message

You may send a message in this form: “To BEACON BRANDS LTD: I give notice that I cancel my contract for the following goods or digital content. My order reference is …; ordered on …; received on … where applicable. My name and address are …; date ….” A signature is needed only if you choose to send a paper form. This is optional; another clear statement is sufficient.

Orders placed on Etsy

For purchases through BeaconBrandsLtd on Etsy, use the relevant Etsy order to contact the seller. Etsy's transaction terms and platform procedures apply to that order alongside mandatory law. This website policy does not transfer Etsy buyer protections to direct-store purchases.

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