Returns & Refunds Policy
Cancelling your order
You may cancel an eligible online order without giving a reason. Please notify us within 15 days after the day you, or someone you nominate other than the carrier, receives your goods.
If an order is delivered in separate instalments, this period starts after you receive the last item.
To cancel, email info@britaroma.uk with a clear statement that you wish to cancel. Please include your order number or other information that helps us identify your purchase.
You can also contact us before delivery if you wish to cancel. We will try to stop dispatch, but if your order has already been sent, you may need to return it.
Returning your order
After notifying us of cancellation, please send eligible goods back within 14 days.
Contact us for return instructions before sending your parcel. This helps us identify and process your return; it does not make your statutory cancellation right conditional on our approval.
Please keep products sealed and unused where possible and include your order number in the parcel.
You are responsible for the direct cost of change-of-mind return postage. Keep evidence that you sent the goods back. A tracked service is recommended, but is not compulsory.
Exceptions to change-of-mind returns
The cancellation right does not apply to certain goods, including:
Goods made to your specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
Goods that become inseparably mixed with other items after delivery.
Food products are not automatically excluded simply because they are edible. Any exception must apply to the particular product and circumstances.
These exceptions do not remove your statutory rights if goods are faulty, damaged or not as described.
Refunds for cancelled orders
We will refund eligible cancelled orders without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.
If goods have not been dispatched, we will refund you within 14 days of being informed of your cancellation.
For a full order cancellation, we will also refund the standard outbound delivery charge. If you selected a premium delivery service, we refund the equivalent standard delivery cost, not the additional premium charge.
Refunds will use your original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.
Where legally permitted, we may deduct an amount for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain any deduction.
Your payment provider may take additional time to display the refund in your account.
Faulty, damaged or incorrect products
If your product arrives damaged, is faulty, or is not what you ordered, email info@britaroma.uk. Include your order number and a description of the problem. Photographs can help us investigate, where available.
Do not send the product back until we have explained the return arrangements. We will cover reasonable return costs where required.
Your statutory rights apply even if you have opened the packaging. Any refund, replacement or other remedy will be handled in accordance with those rights.
Return address
Please contact us for return instructions before posting goods.
Britaroma Ltd
2 Hawkes Dr
Royal Leamington Spa
Warwick
CV34 6LX
Gifts
Refunds are normally issued to the purchaser’s original payment method. If you received the product as a gift, contact us with the available purchase details so we can explain the options.
We will not substitute gift credit for a refund you are legally entitled to unless the purchaser agrees.
Contact us
For cancellation, return or refund enquiries, email: