Refund policy

Returns & Refunds Policy

At Bebe Lifestyle, we want you to be happy with your purchase. This policy explains returns for purchases made directly from bebelifestyle.co.uk, your rights if you change your mind, and what happens if an item is faulty, damaged or incorrect. Our additional voluntary 30-day returns policy applies only to direct website orders delivered to a UK address. Legal consumer rights remain unaffected.

Your statutory consumer rights are not affected by this policy. Sale and discounted items carry the same statutory rights as full-price items.

1. Our additional 30-day returns policy

In addition to your statutory rights, we offer a voluntary 30-day change-of-mind returns policy on eligible products purchased directly from our website and delivered to a UK address. Products explicitly marked as sale or clearance are excluded from this additional voluntary policy. Products sold at their normal listed price remain eligible even if a general discount code or other promotion reduces the amount paid. Any refund is based on the amount actually paid for the returned goods. Statutory cancellation and faulty-goods rights are unaffected. Please contact us within 30 days of receiving eligible goods to request a voluntary return. If one order is delivered in multiple parcels, the additional voluntary 30-day period starts on the day the final parcel in that order is delivered.

To qualify for this additional voluntary policy, goods should be unused, in a resaleable condition, with any tags, accessories and original product packaging where reasonably possible. If a product was purchased as a single bundle or set, the complete bundle—including all components and accessories—must be returned for a voluntary change-of-mind refund. Free promotional gifts: If you return your entire qualifying order under this additional voluntary policy, you must also return any free promotional gift supplied with that order. If a gift was provided only because the order met a minimum-spend or other stated qualifying condition, and an eligible voluntary partial return causes the remaining order no longer to meet that condition, the free promotional gift must also be returned. This applies to the additional voluntary policy only, subject to the terms disclosed for the promotion, and does not limit statutory cancellation or faulty-goods rights. Please handle items carefully and keep your order confirmation or other proof of purchase. These conditions apply to our additional voluntary policy and do not limit your legal rights, including your right to inspect goods under the statutory cancellation rules.

Email hello@bebelifestyle.co.uk with your order number and the items you wish to return. We will provide return instructions. Please send the goods back within 14 days of receiving our return instructions unless we agree otherwise.

For a return accepted solely under this additional 30-day policy (and not under statutory cancellation or faulty-goods rights), the customer pays the return postage. We refund the price of eligible returned goods. We also refund the original basic delivery charge actually paid (the cost of the least expensive generally available delivery option at checkout) only when the entire order is returned under this voluntary policy, including after the statutory cancellation period has expired. If delivery was free, there is no delivery charge to refund. For a voluntary partial-order return, the original delivery charge is not refunded. Any extra paid for an express or premium delivery upgrade is not included. Any statutory entitlement to a refund of delivery costs takes precedence.

2. Your legal right to cancel an online order

For most goods bought online, UK consumers have a legal right to cancel the order without giving a reason. You may tell us you wish to cancel at any time after placing the order and up to 14 days after delivery. If goods from one order arrive separately, the legal cancellation period generally ends 14 days after the final item is delivered. Certain legal exceptions apply (see section 6).

To exercise this right, email hello@bebelifestyle.co.uk with a clear statement that you are cancelling, or use the optional cancellation template at the end of this policy. You do not need our prior permission to exercise a legal cancellation right.

You must send the goods back without undue delay and no later than 14 days after telling us you wish to cancel. Please keep proof of postage or tracking. We recommend contacting us first so that we can help with the return, but doing so is not a condition of your statutory right.

You may examine goods as you would in a shop to establish their nature, characteristics and function. Removing an item from its packaging does not, by itself, remove your legal cancellation right. If an item has been handled beyond what is reasonably necessary and its value has decreased, we may make a deduction permitted by law. A blanket 'unused', 'tags attached' or 'original packaging' condition does not apply to statutory cancellation rights.

3. How to return an item

For returns under our additional voluntary 30-day policy, please email hello@bebelifestyle.co.uk with your order number before sending anything back, and wait for our return instructions. For statutory cancellation or faulty-goods claims, you can also contact us using this address, but your legal rights are not conditional on receiving prior authorisation. Where relevant, let us know the reason for your return. For damaged or incorrect goods, photographs can help us resolve the issue but are not a condition of your statutory rights.

Returns address:
Bebe Lifestyle
Unit 7 Hayward Industrial Estate
Orton Way
Birmingham
B35 7BT
United Kingdom

Please package the items securely, ideally using protective outer packaging. If using a postage label, attach it to the outer parcel rather than directly onto the product's retail packaging. Keep evidence of posting. We recommend, but do not require, a tracked postage service for returns under our additional voluntary 30-day policy.

If your return concerns damaged, faulty or incorrectly supplied goods, please contact us so that we can arrange an appropriate return method or reimburse reasonable return costs where required by law.

4. Return postage and delivery charges

Change of mind: For an eligible statutory cancellation, you normally pay the direct cost of posting the goods back, provided we informed you of that cost responsibility before purchase. Under our additional voluntary 30-day policy, you also normally pay return postage.

Faulty, damaged, misdescribed or incorrect goods: We cover reasonable return costs where we are legally responsible for the issue. Please contact us before arranging an expensive return so we can offer a suitable method.

Original delivery charge: When you cancel an eligible full online order under your statutory cancellation rights, we refund the price of the goods and the charge for the least expensive generally available delivery service that we offered at checkout, if any. For an eligible full-order return under our additional voluntary 30-day policy, we also refund the original basic delivery charge actually paid even if the statutory cancellation period has expired; delivery that was free does not generate a postage refund. If you selected a more expensive delivery service, the additional upgrade cost is not normally refundable. Partial-order returns: under our additional voluntary 30-day policy, we refund only the price of the eligible items returned, not the original delivery charge, unless the entire order is returned. Any statutory entitlement to delivery refunds still applies.

5. Faulty, damaged or incorrect items

Please contact hello@bebelifestyle.co.uk if goods arrive damaged, are faulty, are not as described or you receive the wrong item. Include your order number and a description of the issue. We will investigate and explain the available remedy.

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject goods that do not meet legal requirements within 30 days, subject to statutory rules and exceptions. After that period, legal remedies may include a repair or replacement and, in appropriate circumstances, a price reduction or refund. These rights can extend beyond our voluntary 30-day returns policy.

We will not require unused goods or original packaging as a blanket condition for a valid faulty-goods claim. We will cover reasonable return costs when required by law. Nothing in this policy removes or restricts your statutory rights.

6. Sale items, gift cards and exceptions

Sale and clearance goods: Goods explicitly marked as sale or clearance are excluded from our additional voluntary 30-day change-of-mind returns policy. Goods not marked sale or clearance remain eligible even where a general promotional discount code or automatic promotion has reduced the price paid. A refund will not exceed the amount actually paid for the returned goods, subject to any applicable statutory remedies. All goods, including sale and clearance items, retain the same statutory consumer rights, including applicable online cancellation rights and remedies for faulty or misdescribed goods.

Exceptions to statutory change-of-mind cancellation: The law excludes certain goods, including items made to a consumer's specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed items that are genuinely unsuitable for return for health-protection or hygiene reasons after being unsealed. These exceptions apply only when the legal conditions are met; an ordinary product is not automatically excluded merely because its packaging has been opened.

Additional voluntary-policy exclusions: Gift cards and personalised or customised products are excluded from our additional voluntary 30-day change-of-mind policy. Products supplied with a hygiene seal are excluded from this additional voluntary policy if that seal has been broken. Products also need to meet the unused, resaleable-condition requirements of our additional voluntary policy as set out in section 1. This is a condition of our extra voluntary benefit only: an opened hygiene seal does not automatically eliminate statutory cancellation rights unless the specific legal hygiene exception applies. Statutory faulty-goods remedies and all other mandatory consumer rights remain unaffected.

Please contact us if you are unsure whether an item is eligible.

7. Exchanges

We do not currently operate a direct online exchange process. If you want a different colour or item, please contact us about returning the original and place a separate order. Your legal rights regarding faulty or incorrect goods, including any right to a replacement, are not affected.

8. Refund processing

When you exercise an eligible statutory online cancellation right, we will issue any refund due without undue delay and no later than 14 days after we receive the goods back or receive evidence that you have sent them back, whichever happens first, unless the law provides otherwise. If we have offered to collect the goods, different timing rules may apply.

For returns accepted solely under our additional voluntary policy, we aim to process approved refunds within 10 business days of receiving and inspecting the goods. This target does not extend any shorter deadline required by law.

Refunds will normally be made to the original purchaser's payment method, unless the purchaser expressly agrees otherwise. Gift returns: gift recipients may request a return under the additional voluntary policy if they provide proof of purchase and the product and order are eligible; any refund will go back to the original payment method, not directly to the gift recipient. We will not charge a refund administration fee. Your bank or payment provider may take additional time to display the payment.

If you believe a refund is overdue, email hello@bebelifestyle.co.uk with your order number.

9. Undeliverable or returned-to-sender parcels

If a parcel is returned to us because you provided an incorrect or incomplete delivery address or did not collect it, please contact us to discuss redelivery or refund. Where the failed delivery was attributable to you, we may request payment of the reasonable additional postage cost for redelivery before sending the order again, but only where this is permitted by law and appropriately disclosed. If the failed delivery was due to an error by us or our delivery provider, we will address the issue at no additional charge where required by law. Your statutory cancellation and consumer rights remain unaffected.

10. Orders placed through marketplaces or delivered abroad

For purchases through Amazon, eBay or another marketplace, please use the relevant marketplace order support channel in the first instance. Our additional voluntary 30-day returns policy is limited to direct website purchases delivered to UK addresses, and does not cover international deliveries. If your order is delivered outside the UK, please contact us about any return or refund request; applicable mandatory consumer protections, including those in the destination country where required by law, remain unaffected. Mandatory rights for marketplace customers also remain unaffected.

11. Contact details

Customer service: hello@bebelifestyle.co.uk
Customer care hours: Monday to Friday, 9am–3pm (excluding UK bank holidays)

Returns address: Bebe Lifestyle, Unit 7 Hayward Industrial Estate, Orton Way, Birmingham B35 7BT, United Kingdom.

Optional cancellation notice

You may copy and email the following wording to hello@bebelifestyle.co.uk. You do not have to use this template.

I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [item(s)]. Order number: [number]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date].