Refund policy
Thank you for shopping at saintbernarda.shop.
We want customers to be satisfied with their purchases. This Return and Refund Policy explains how cancellations, returns, damaged products, defective products, incorrect items, exchanges where available, and refunds are handled.
This policy operates alongside any mandatory consumer rights that apply to customers in the United Kingdom.
1. Our 30-Day Return Policy
In addition to applicable statutory rights, saintbernarda.shop offers a 30-day return period for eligible products.
You may request a return within 30 days after receiving your order.
To begin a return, contact:
Email: info@saintbernarda.shop
Please include:
- Your order number;
- Your name;
- The email address used for the order;
- The product you wish to return;
- The reason for the return; and
- Photographs where the product is damaged, defective, or incorrect.
Please do not send a product back before receiving return instructions from us.
2. UK Cancellation Rights
Nothing in this policy restricts any cancellation right available to consumers under applicable UK consumer law.
For most eligible distance purchases, UK consumers have a statutory period in which they may notify the trader that they wish to cancel. UK government guidance currently describes a 14-day cancellation period after receipt for most online goods, followed by a further period for returning those goods.
Our 30-day return policy may therefore provide additional time for eligible returns, but statutory rights continue to apply independently.
3. Return Condition
For voluntary returns under our 30-day policy, products should generally be:
- In the condition in which they were received;
- Unused other than reasonable inspection;
- Unworn where applicable;
- Unwashed where applicable;
- Free from avoidable damage;
- Returned with original tags where supplied;
- Returned with accessories and components supplied with the product; and
- Packaged appropriately for return transit.
Customers are permitted to inspect products in a reasonable manner.
Where applicable law permits, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.
4. How to Request a Return
To request a return, email:
Use your order number in your message whenever possible.
Once your request has been reviewed, we will provide applicable return instructions.
Returns sent without following the provided instructions may experience delays because we may be unable to identify the order.
5. Change-of-Mind Returns
Eligible products may be returned because you have changed your mind, subject to this policy and applicable statutory rights.
For voluntary change-of-mind returns, the customer is generally responsible for the direct cost of returning the product unless:
- We agree otherwise;
- The product is faulty;
- The product is damaged;
- The wrong product was supplied; or
- Applicable law requires us to bear the cost.
Original outbound standard shipping is free under our Shipping Policy.
6. Damaged Products
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, contact:
Please provide:
- Your order number;
- A description of the damage;
- Photographs showing the damaged product;
- Photographs of the external packaging where relevant; and
- Any other information reasonably required to investigate the issue.
We will review the matter and may offer an appropriate remedy, which may include a replacement, refund, or other solution depending on the circumstances and applicable consumer rights.
7. Defective Products
If a product is defective, faulty, or does not function as reasonably expected, please contact us promptly.
Your statutory rights relating to faulty or misdescribed products are not affected by our voluntary return policy.
UK consumer protections may provide remedies for goods that are faulty, not of satisfactory quality, or not as described.
8. Incorrect Products
If you receive a product different from the product you ordered, contact us at:
Please provide photographs of the item received and your order information.
Where we confirm an fulfilment error, we will arrange an appropriate solution without requiring you to bear reasonable return costs resulting from our error.
9. Missing Items
If an order contains multiple products and an item appears to be missing, first check your shipping confirmation because products may occasionally be delivered separately.
If the item is not listed as a separate shipment, contact us at:
10. Non-Returnable Products
Certain products may not qualify for change-of-mind returns where an exclusion applies under law or because of the nature of the product.
Depending on the products sold, these may include:
- Goods made to the customer's specifications or clearly personalised;
- Perishable goods;
- Goods that deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
- Sealed audio, video, or software products once unsealed;
- Digital content in circumstances where cancellation rights have lawfully ended; and
- Other products legally exempt from cancellation rights.
These exclusions do not remove rights relating to products that are faulty, damaged, incorrectly supplied, or otherwise protected by mandatory consumer law.
11. Sale and Promotional Products
Unless clearly stated otherwise at the time of purchase, eligible sale products may be returned in accordance with this policy.
A discounted price does not remove statutory rights relating to faulty or misdescribed products.
12. Exchanges
We cannot guarantee that direct exchanges will always be available.
Where an exchange is unavailable, the appropriate process may be to return the eligible product for a refund and place a new order.
Contact info@saintbernarda.shop before returning an item if you would like to request an exchange.
13. Refund Inspection
After a returned product is received, it may be inspected to confirm:
- The order details;
- The identity of the product;
- The product condition;
- Whether accessories are included; and
- The reason for return.
We will then notify you where appropriate regarding the outcome.
14. Refund Method
Approved refunds are normally issued to the original payment method used for the purchase.
We generally cannot redirect a refund to an unrelated bank account, payment card, or third party for security reasons.
15. Refund Timing
Once a refund has been issued by us, additional processing time may be required by the payment provider, card issuer, or financial institution before the funds appear in your account.
Where statutory cancellation rights apply, refunds will be handled within the time required by applicable law.
The Consumer Contracts Regulations contain requirements governing refund timing for cancelled distance contracts.
16. Original Shipping Charges
All standard orders at saintbernarda.shop qualify for free standard shipping.
Therefore, there is normally no standard outbound shipping charge to refund.
If an optional premium service is introduced and purchased in the future, treatment of that additional charge will be subject to applicable law and the terms disclosed at checkout.
17. Return Shipping Costs
For voluntary change-of-mind returns, return shipping costs are generally the responsibility of the customer.
If a return results from a confirmed:
- Fault;
- Damage;
- Incorrect product; or
- Error by saintbernarda.shop,
we will handle reasonable return costs in accordance with applicable consumer law and the circumstances of the case.
18. Return Transit
When you are responsible for returning an item, we recommend using a reliable shipping method that provides proof of postage and, where appropriate, tracking.
Please retain your return receipt until the matter has been completed.
19. Refused or Unclaimed Parcels
Refusing delivery or failing to collect a parcel does not automatically guarantee that a transaction has been cancelled or that an immediate refund will be issued.
If you wish to cancel an order, contact:
Where a parcel is returned to us as unclaimed or refused, we will assess the transaction once the return is confirmed.
20. Chargebacks
We encourage customers to contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.
Nothing in this section prevents a customer from using legitimate rights available through their payment provider.
21. Fraudulent Return Activity
We reserve the right to investigate suspected fraudulent or abusive return activity, including:
- Returning a different product;
- False claims of non-delivery;
- Deliberately damaged products;
- Manipulated photographs;
- Repeated misuse of return procedures; or
- Other fraudulent conduct.
This does not affect legitimate consumer rights.
22. Contact
For all cancellation, return, refund, damage, or product-quality enquiries:
saintbernarda.shop
Email: info@saintbernarda.shop
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