Terms Of Trade
TERMS AND CONDITIONS OF SALE
Last updated: 3 September 2026
These Terms and Conditions apply when you place an order directly with Betsy Benn Limited through betsybenn.com.
Please read them before placing an order. They explain who we are, how orders work, your cancellation and return rights, what happens with personalised products, delivery, refunds and what to do if something goes wrong.
Nothing in these Terms and Conditions affects your statutory rights as a consumer.
- ABOUT US
Betsy Benn Limited is a private limited company registered in England and Wales under company number 08183884.
Registered office and trading address:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
Email: betsy@betsybenn.co.uk
Telephone: 01242 255646
From outside the UK: +44 1242 255646
VAT registration number: GB143292131
In these Terms and Conditions, "we", "us" and "our" mean Betsy Benn Limited. "You" and "your" mean the person placing an order with us.
These Terms and Conditions apply to purchases made directly from our website. If you purchase one of our products through Etsy, Not On The High Street or another third-party marketplace, the terms and policies of that marketplace may also apply.
These Terms and Conditions are intended for customers purchasing as consumers. Separate terms may apply to trade, wholesale, corporate or other business purchases.
- PLACING AN ORDER
When you place an order through our website, you are offering to purchase the products in your basket in accordance with these Terms and Conditions.
You will receive an email confirming that we have received your order. A contract between you and us is formed when we accept your order.
Please check your order confirmation carefully and contact us as quickly as possible if anything is wrong.
We reserve the right to decline or cancel an order before it has been fulfilled where, for example:
• a product or material is unavailable;
• we are unable to fulfil the personalisation requested;
• the information supplied is incomplete;
• there has been an obvious pricing or website error;
• payment has not been authorised;
• we reasonably suspect fraud or unauthorised use of a payment method; or
• fulfilling the order would be unlawful.
If we cancel an order after payment has been taken, we will refund the amount you have paid.
- PERSONALISED AND MADE-TO-ORDER PRODUCTS
A large proportion of what we make is personalised especially for you.
Please check all names, dates, wording, locations, addresses, postcodes, coordinates, photographs and other personalisation information carefully before submitting your order.
Where we provide a digital proof for approval, please check the entire design carefully. Once you approve a proof, we will normally make the product using that approved design.
We cannot normally replace or refund a correctly made personalised product because information supplied or approved by you contained a spelling mistake, incorrect date, incorrect address, incorrect location or other error.
If we make a mistake and the finished product does not match the information or approved design you supplied, please contact us. Your statutory rights are unaffected.
We may occasionally contact you if your personalisation instructions are unclear or if we believe there may be an obvious error. We are not, however, responsible for checking the accuracy of all information supplied to us.
- CANCELLING A PERSONALISED ORDER
The statutory right to cancel an online purchase because you have changed your mind does not normally apply to goods that are made to your specifications or are clearly personalised.
This means that once you order a personalised or made-to-order Betsy Benn product, you should not assume that you will be able to cancel it.
That said, we know mistakes happen. If you need to change or cancel a personalised order, please contact us as quickly as possible. If we have not started making it, we will always try to help, but we cannot guarantee that changes or cancellation will be possible.
This exclusion applies only to change-of-mind cancellations. It does not affect your rights if a personalised product is faulty, damaged, not as described or does not match the personalisation you supplied or approved.
- PRODUCT DESCRIPTIONS, MATERIALS AND COLOURS
We take reasonable care to describe and photograph our products accurately.
Because computer, phone and tablet screens display colours differently, the colour you see on screen may vary slightly from the finished product.
Many of our products are made from materials such as wood, veneer, paper and fabric. Natural materials can vary in colour, grain, texture and appearance. These natural variations are part of the material rather than faults.
Similarly, laser engraving and printing can vary slightly depending on the individual material.
Any such variation will not affect your statutory rights where a product is materially different from its description or is otherwise faulty.
Product dimensions are approximate unless expressly stated otherwise.
- CUSTOMER-SUPPLIED PHOTOGRAPHS, ARTWORK AND OTHER CONTENT
If you send us photographs, artwork, drawings, logos, wording or other material to use in a personalised product, you confirm that you have the right or permission to use that material for this purpose.
Please do not submit material that is unlawful, infringes somebody else's intellectual property or privacy rights, or that we could not lawfully reproduce.
You retain ownership of your own photographs, artwork and other content. You give us permission to use the material as reasonably necessary to create and fulfil your order.
We may refuse an order if we reasonably believe that reproducing the supplied material would be unlawful or would infringe another person's rights. If we refuse an order for this reason before production, we will refund any amount paid for the affected product.
- PRICES
The price payable is the price shown when you place your order.
Prices displayed to UK consumers include VAT where applicable.
Delivery charges and any other mandatory charges will be shown before you complete your purchase.
We take reasonable care to make sure prices are correct. If there is an obvious pricing error, we may contact you to explain the problem. We will never charge an additional amount without your agreement.
Promotional prices and discount codes are subject to any conditions stated with the particular promotion.
- PAYMENT
Available payment methods will be displayed during checkout.
Payment is normally taken when you place your order.
You confirm that you are authorised to use the payment method selected.
If a payment is declined or subsequently reversed, we may suspend or cancel the order.
- DELIVERY
Available delivery methods, charges and estimated delivery times are shown on our website and/or during checkout.
Many Betsy Benn products are personalised or made to order, so production time may apply before dispatch. Any estimated dispatch time shown on a product page should be read together with the estimated delivery time.
Unless we specifically agree a guaranteed delivery date with you, dispatch and delivery dates are estimates rather than guarantees.
We remain responsible for the goods until they are delivered into your physical possession, or into the possession of a person you have identified to receive them on your behalf.
Please make sure the delivery address supplied with your order is complete and correct.
If you realise that you have supplied an incorrect address, contact us immediately. We will try to change it if the parcel has not already been dispatched.
If an order is returned to us because an incorrect or incomplete address was supplied by you, we may ask you to pay the reasonable cost of sending it again.
Unless a different delivery period has been agreed with you, goods will be delivered without undue delay and normally within 30 days of the contract being made.
If an order is substantially delayed or cannot be delivered, please contact us. Your statutory rights in relation to late or failed delivery are unaffected.
- INTERNATIONAL DELIVERY
We may deliver to countries outside the United Kingdom where international delivery is offered during checkout.
International orders may be subject to local taxes, customs duties, import charges or handling fees.
Where our website or checkout specifically states that duties or taxes are prepaid, they will be dealt with as described there.
Otherwise, any import duties, taxes or charges imposed by the destination country are normally the responsibility of the recipient.
International customers may also have mandatory consumer rights under the laws of the country in which they live. Nothing in these Terms and Conditions is intended to remove rights that cannot lawfully be excluded.
- YOUR RIGHT TO CANCEL NON-PERSONALISED GOODS
If you are a consumer purchasing eligible non-personalised goods online, you normally have a legal right to change your mind and cancel the contract.
The cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If one order is delivered in several separate deliveries, the cancellation period normally ends 14 days after you receive the final item.
To cancel, you simply need to tell us clearly that you wish to cancel.
You can contact us at:
or write to:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
You can also use the model cancellation form at the end of these Terms and Conditions, although you do not have to.
Your cancellation message must be sent before the cancellation period expires.
- RETURNING GOODS AFTER CANCELLATION
Once you tell us that you are cancelling an eligible order, you must send the goods back without undue delay and no later than 14 days after telling us that you wish to cancel.
Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them.
We strongly recommend obtaining proof of posting and retaining it until your refund has been completed.
Returns should be sent to:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
You may inspect goods in the same way that you reasonably could in a shop.
If you handle the goods more than is necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value caused by that handling.
Original packaging is helpful but does not, by itself, affect your statutory rights.
- REFUNDS FOLLOWING A STATUTORY CANCELLATION
Where you validly cancel an eligible order, we will refund the price paid for the cancelled goods.
Where required by law, we will also refund the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, such as express delivery, we do not have to refund the additional amount paid for that upgrade.
We will make the refund without undue delay and no later than 14 days after:
• we receive the returned goods; or
• you provide evidence that you have sent the goods back,
whichever happens first.
We will normally refund you using the same payment method used for the original purchase unless another method is expressly agreed.
We will not charge you a fee for making the refund.
- OUR EXTENDED 90-DAY RETURNS POLICY
In addition to your statutory rights, we offer a voluntary extended return period on eligible non-personalised, full-price products.
These products may be returned to us within 90 days of delivery provided that they are unused, undamaged and in a condition suitable for resale.
The extended 90-day policy does not apply to:
• personalised or made-to-order products;
• digital products;
• products sold at a reduced or sale price; or
• products that cannot reasonably be resold because of their condition.
For returns made under this voluntary policy after the statutory cancellation period has expired, you are responsible for return postage and we do not refund the original delivery charge unless we expressly agree otherwise.
This extended policy is additional to your legal rights and does not restrict them in any way.
Sale or reduced-price products still have all applicable statutory consumer rights, including statutory online cancellation rights where those rights apply.
- FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
We want your order to arrive exactly as it should. If something has gone wrong, please contact us at betsy@betsybenn.co.uk and tell us what has happened. Photographs can often help us resolve the problem quickly.
Under the Consumer Rights Act 2015, goods supplied to consumers must be:
• of satisfactory quality;
• fit for their intended purpose; and
• as described.
These rights apply to personalised goods as well as non-personalised goods.
If goods do not meet these requirements, you may have legal rights to reject them, receive a refund, or request a repair or replacement depending on the circumstances and how much time has passed.
In particular, consumers generally have a short-term right to reject faulty goods within 30 days. After that period, you may have rights to a repair or replacement and, where appropriate, a price reduction or final right to reject.
We will bear reasonable return costs where goods need to be returned because they are faulty, damaged, incorrect or not as described.
Nothing in our returns policy limits these statutory rights.
- PERSONALISED PRODUCTS THAT ARE FAULTY OR INCORRECT
Personalised products cannot normally be returned simply because you have changed your mind.
However, if we have made an error with your personalisation, the product arrives damaged or faulty, or it does not match its description, please contact us.
Where the mistake was ours, we will put things right in accordance with your statutory rights.
Where a product accurately reproduces the wording, date, location, image, design or other information supplied or approved by you, an error in that customer-supplied information does not make the product faulty.
- DIGITAL PRODUCTS AND DOWNLOADS
These provisions apply if we offer digital products for download through our website.
Digital content supplied to consumers must be of satisfactory quality, fit for purpose and as described.
For digital content that is not supplied on a physical medium, you normally have a 14-day cancellation period beginning the day after the contract is made.
However, if you choose to receive or access the digital content during that 14-day period, we may ask for your express consent to begin supplying it immediately and for your acknowledgement that you will lose your right to cancel once supply begins.
Where those requirements have been properly satisfied and the digital content has begun to be supplied, you will no longer have the statutory change-of-mind cancellation right.
This does not affect your rights if digital content is faulty or does not conform to the contract. Depending on the circumstances, you may be entitled to a repair, replacement or price reduction.
- GIFT ORDERS
You may arrange for an order to be delivered directly to somebody else as a gift.
The contract remains between us and the person who placed the order.
Where a refund is due, it will normally be returned to the original purchaser using the original payment method rather than paid to the gift recipient.
- PRODUCT SAFETY AND INTENDED USE
Please follow any safety information, care instructions or age recommendations provided with a product or in its product description.
Decorative products should be used only for their intended purpose.
Unless a product is specifically described as a toy or as suitable for children to play with, it should not be treated as a toy.
Nothing in this section excludes or limits our legal responsibility for supplying safe products.
- PRIVACY AND PERSONAL INFORMATION
We use personal information to process orders, take payments, personalise products, arrange delivery, provide customer service and otherwise operate our business.
We also use appropriate third-party service providers where necessary, such as payment processors, ecommerce providers and delivery companies.
For full information about how we collect, use, share and protect personal information, please read our Privacy Policy.
Our use of cookies and similar technologies is explained in our Cookie Policy.
- OUR RESPONSIBILITY TO YOU
Nothing in these Terms and Conditions excludes or limits any liability where it would be unlawful for us to do so.
In particular, nothing excludes or limits our liability for:
• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• breach of your statutory consumer rights.
If we fail to comply with these Terms and Conditions, we are responsible for loss or damage that is a foreseeable result of our breach of contract or our failure to use reasonable care and skill.
We are not responsible for loss or damage that was not reasonably foreseeable.
Products sold under these consumer Terms and Conditions are supplied for private and domestic use. We are not responsible under these consumer terms for business losses such as loss of profit, revenue, business opportunity or business interruption.
Nothing in this section affects rights you have under consumer law.
- EVENTS OUTSIDE OUR REASONABLE CONTROL
Occasionally something outside our reasonable control may affect our ability to fulfil an order. Examples could include severe weather, postal or courier disruption, fire, flood, failure of essential infrastructure, industrial action or other major events outside our control.
If this happens, we will take reasonable steps to minimise the effect on your order and will contact you where appropriate.
Your statutory rights, including rights you may have if delivery is significantly delayed or becomes impossible, are unaffected.
- CHANGES TO THESE TERMS
We may update these Terms and Conditions from time to time, for example because our business changes or the law changes.
The Terms and Conditions applying to your purchase will be those in force when your contract with us is made.
A later change to these Terms and Conditions will not retrospectively change an existing contract.
- IF PART OF THESE TERMS IS INVALID
If a court or other competent authority decides that any part of these Terms and Conditions is unlawful or unenforceable, the remaining provisions will continue to apply.
- IF WE DO NOT ENFORCE A RIGHT IMMEDIATELY
If we do not insist immediately that you do something you are required to do under these Terms and Conditions, or if we delay taking action following a breach, that does not mean we have waived our rights.
- COMPLAINTS
We hope you'll never need this section, but if something has gone wrong, please contact us first so that we have an opportunity to put it right.
Email: betsy@betsybenn.co.uk
Telephone: 01242 255646
Post:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
If we are required by law or contract to participate in an alternative dispute resolution procedure relevant to your complaint, we will provide details of that procedure where applicable.
- GOVERNING LAW AND COURTS
These Terms and Conditions and contracts made under them are governed by the law of England and Wales.
If you live in England or Wales, proceedings relating to these Terms and Conditions may be brought in the courts of England and Wales.
If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts where you live.
If you live outside the United Kingdom, you may have mandatory consumer protections under the law of your country of residence that cannot lawfully be excluded by these Terms and Conditions.
- INTELLECTUAL PROPERTY
The Betsy Benn name, branding, product designs, photographs, artwork, website content and other intellectual property belonging to us remain the property of Betsy Benn Limited or the relevant rights holder.
Buying one of our products does not transfer ownership of the underlying artwork, design or other intellectual property to you.
This does not affect any rights you retain in photographs, drawings, wording or other material that you supplied to us for personalisation.
- MODEL CANCELLATION FORM
You may use this form if you wish to cancel an eligible order, but you do not have to use it.
To:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
Email: betsy@betsybenn.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name of customer:
Address of customer:
Signature of customer, if this form is sent on paper:
Date:
- GO AND HAVE A NICE CUP OF TEA
If you just read all of that, well done!
Go and have a nice cup of tea.
And if there's anything you're unsure about, you can always ask us.
Thank you,
Betsy xx