Refund policy
Last updated: 19 October 2026
At Beauty and the Button, we take pride in creating thoughtful, handmade gifts, and we want you to be happy with your purchase.
We understand that sometimes things aren't quite right. This policy explains your rights and our procedures for cancellations, returns, refunds, faulty or damaged goods and exchanges.
1. Your Right to Cancel – 14 Days
Under UK consumer law, you have the right to cancel an eligible online purchase within 14 days of receiving your goods, without giving a reason.
The cancellation period ends 14 days after the day you receive your goods. Where multiple items from the same order are delivered separately, the period generally ends 14 days after you receive the final item.
You may also cancel an eligible order before it has been delivered.
To exercise your right to cancel, please email smile@beautyandthebutton.co.uk or write to us at the correspondence address provided in Section 9, clearly stating that you wish to cancel. Please include your order number where available.
Once you have notified us of your cancellation, you have a further 14 days to send the goods back. The return deadline is met if you send the goods before that period expires.
There is no requirement to provide a reason for cancelling an eligible order.
Certain personalised or bespoke products are excluded from the statutory right to cancel. Please see Section 4 for details.
2. Returning Unwanted Items
If you change your mind about an eligible purchase, you are responsible for arranging and paying the return postage.
We do not offer free returns for unwanted items.
Please send your return to:
Beauty and the Button
112 Bay Avenue
Wolverhampton
WV14 0TT
United Kingdom
We recommend using a tracked postal service and retaining proof of postage until your return has been resolved.
Please package returned products securely to minimise the risk of damage during transit. We strongly recommend reusing the original protective packaging or providing equivalent protection.
Fragile items, including mugs and framed artwork, should be carefully cushioned and packed in a sturdy outer box. Our frames use glass and must be carefully protected during return transit.
Original packaging is not a mandatory condition of exercising your statutory cancellation rights.
Condition of Returned Items
Customers are entitled to inspect and handle goods as they reasonably would in a physical shop before deciding whether to keep them.
However, where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functionality of a product, we may make an appropriate deduction from the refund to reflect any resulting reduction in value, where permitted by law.
Examples of excessive handling include:
- Clothing: Sweatshirts, T-shirts or other garments that have been worn beyond reasonable trying on, washed, stained, damaged or returned with noticeable perfume, aftershave, make-up, body odour or other signs of use.
- Mugs and gifts: Products showing signs of use, excessive handling, staining or damage beyond reasonable inspection.
- Prints and framed artwork: Items that have been scratched, marked, damaged or otherwise affected by handling beyond what is reasonably necessary to inspect them.
All returned items may be inspected upon receipt.
Any deduction will be based on the actual reduction in the item's value and will only be applied where legally permitted. An eligible statutory cancellation will not automatically be refused simply because an item can no longer be resold as new.
3. Refunds and Delivery Charges
Where you exercise your statutory right to cancel an eligible order, we will refund the amount paid for the goods concerned, subject to any lawful deduction for excessive handling.
Where an entire eligible order is cancelled, we will also refund the original standard delivery charge, up to the cost of the least expensive standard delivery option offered for that order.
If you selected a more expensive delivery service, we are not required to refund the additional cost above the standard delivery charge.
Where only part of an order is cancelled, the original delivery charge will not normally be refunded if the remaining order is still being supplied, unless required by law.
Refund Processing Times
Refunds for eligible cancellations will be issued without undue delay and in accordance with UK consumer law.
Where goods are being returned, we will issue your refund no later than 14 days after:
- We receive the returned goods; or
- You provide evidence that you have sent the goods back, if this is earlier.
Where no goods need to be returned, or we have offered to collect them, we will issue your refund no later than 14 days after receiving your cancellation notice.
We aim to process refunds within seven days wherever practicable, while always observing the applicable statutory deadlines.
Refunds will be made to your original payment method unless you expressly agree otherwise. No refund administration fees will be charged.
Your bank or payment provider may take additional time to make the funds available in your account.
4. Personalised, Bespoke and Made-to-Order Items
Many of our gifts are lovingly handmade or produced after an order is placed. Some products are also created to an individual customer's specifications.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right to cancel does not generally apply to goods made to a customer's individual specifications or goods that are clearly personalised.
Examples may include:
- Mugs, clothing or gifts personalised with an individual name, photograph or custom message.
- Bespoke artwork or framed products made to a customer's unique specifications.
- Products incorporating customer-supplied artwork, photographs or other personal details.
- Specially commissioned products created to individual requirements outside our standard catalogue options.
Being handmade, printed after purchase or made to order does not automatically exclude a product from statutory cancellation rights.
Products selected from our standard catalogue, including standard designs, sizes, colours or relationship titles, are not automatically exempt simply because they are produced after an order is placed.
Whether a particular product qualifies for the personalised or bespoke exemption depends on its individual specifications and the applicable legal requirements.
Cancelling a Personalised Order
If you need to change or cancel a personalised or bespoke order, please contact us as soon as possible.
We will do our best to accommodate your request where production has not yet begun. However, changes or cancellations cannot be guaranteed for products that are legally exempt from cancellation rights.
Important: Personalised and bespoke products remain covered by your statutory rights if they are faulty, damaged, incorrectly supplied or not as described.
5. Faulty, Damaged or Incorrect Items
We're really sorry if something has gone wrong with your order. Every item is prepared and packaged with care, but we understand that problems can occasionally happen.
If you receive an item that is faulty, damaged, incorrect or not as described, please email smile@beautyandthebutton.co.uk with your order number and details of the issue.
Where practical, please include clear photographs showing the problem so we can assess and resolve it efficiently.
Items Damaged During Delivery – Important Information
If your order arrives damaged, please contact us as soon as possible, ideally within 48 hours of delivery.
Prompt notification helps us investigate transit damage and submit any necessary compensation claim to Royal Mail or the relevant delivery provider.
Please retain the damaged item and all original packaging, including the outer box or envelope, internal protective materials and shipping label.
Where safe to do so, please do not dispose of the damaged item or any packaging until we have confirmed that it is no longer required.
To help us assess the damage and provide supporting evidence to Royal Mail, please email clear photographs showing:
- The damaged product: A photograph showing the complete item, together with close-up photographs clearly identifying the damage, breakage or defect.
- The outer packaging: Photographs of the box or envelope, including any visible dents, tears, crushing or other damage, and the shipping label where possible.
- The internal packaging: Photographs showing the bubble wrap, protective cushioning or other materials used inside the parcel and, where possible, how the item was positioned.
Photographs should be clear, well-lit and show the damage in sufficient detail for us to assess the issue.
Royal Mail may require the original damaged item, outer packaging and internal protective materials as part of a transit damage investigation. It may also request further photographs, information or an inspection.
Failure to retain these materials may affect our ability to obtain compensation from Royal Mail.
Please contact us before returning damaged goods so we can provide appropriate instructions, particularly where broken glass or sharp fragments are involved.
For framed artwork containing broken glass, please avoid handling exposed fragments and contact us for safe return or disposal instructions.
We appreciate your cooperation in helping us investigate and resolve delivery damage promptly.
Your statutory consumer rights are not dependent on the outcome of a Royal Mail compensation claim. Although we strongly encourage customers to retain packaging and provide photographic evidence, failure to do so does not automatically invalidate their statutory rights.
The suggested 48-hour reporting period is a request to assist our investigation, not a legal deadline for reporting faulty or damaged goods.
Your Rights Under the Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for their intended purpose and as described.
If goods do not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
Under UK consumer law:
- You generally have a short-term right to reject faulty goods within 30 days of receiving them.
- After this period, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.
- If a fault becomes apparent within the first six months, it is generally presumed to have existed at delivery unless the retailer establishes otherwise or the presumption is incompatible with the goods or the nature of the fault.
- Your statutory rights may continue beyond six months, depending on the circumstances.
Where goods must be returned because they are faulty, damaged or incorrectly supplied, we will cover reasonable return costs or arrange an appropriate return method.
We will assess each case fairly and provide the appropriate remedy in accordance with your statutory rights.
Refunds for Faulty Goods
Where you are legally entitled to a refund for faulty, damaged or incorrectly supplied goods under the Consumer Rights Act 2015, we will issue the refund without undue delay and no later than 14 days beginning with the day we agree that you are entitled to it.
We will investigate reported faults promptly and fairly, without unreasonably delaying the assessment of your statutory rights.
Where damage has occurred during delivery, any compensation claim against Royal Mail or another delivery provider will be handled separately and will not delay a refund to which you are legally entitled.
6. Exchanges
We do not routinely offer direct exchanges for change-of-mind purchases, including clothing size changes.
If your item is eligible for cancellation, you may return it in accordance with this policy and place a new order for the product or size you require.
If you would like to discuss an exchange, please contact us and we will consider whether we can assist.
This does not affect your statutory right to a repair, replacement or other appropriate remedy where goods are faulty or do not meet legal requirements.
7. Returns Outside the Cancellation Period
If you wish to return an unwanted item after the statutory cancellation period has expired, please contact us before sending it back.
We do not generally accept change-of-mind returns outside the applicable cancellation period unless we have expressly agreed otherwise.
If an item is returned without an applicable cancellation right or prior agreement, we may arrange for it to be sent back to you at your expense, where appropriate and lawful.
This does not affect your statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.
8. Your Statutory Rights
Nothing in this policy excludes, restricts or overrides your rights under applicable consumer protection legislation, including:
- The Consumer Rights Act 2015.
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These rights apply regardless of whether an item was purchased at full price or in a sale.
This policy primarily applies to consumer purchases made through our website. Business, wholesale and trade purchases may be subject to separately agreed terms, without affecting any mandatory legal rights that apply.
For information about production, dispatch, shipping services and delivery, please refer to our Shipping Policy.
9. Contact Us
If you have any questions about cancellations, returns, refunds or exchanges, please get in touch.
Beauty and the Button
Operated by BEAUTY AND THE BUTTON LIMITED
Company number: 12495212
Registered in England and Wales
Customer correspondence and returns address:
112 Bay Avenue
Wolverhampton
WV14 0TT
United Kingdom
Email: smile@beautyandthebutton.co.uk
Website: beautyandthebutton.co.uk
10. Model Cancellation Form
You may use the following form to exercise your statutory right to cancel an eligible order. You are not required to use this form; a clear cancellation request by email is equally acceptable.
To:
BEAUTY AND THE BUTTON LIMITED
112 Bay Avenue
Wolverhampton
WV14 0TT
United Kingdom
Email: smile@beautyandthebutton.co.uk
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Goods: __________________________________
Ordered on: ______________________________
Received on: _____________________________
Name of customer(s): ______________________
Address of customer(s): ____________________
Signature: _______________________________
Signature required only if submitting this form on paper.
Date: ___________________________________