Returns
RETURNS, CANCELLATIONS & REFUNDS
Last updated: 3 September 2026
We hope you love your Betsy Benn order. If something isn't right, please get in touch and we'll do our best to sort it out.
Because many of our products are personalised especially for you, the rules are slightly different depending on what you've bought. We've tried to make them as clear as possible below.
RETURNING A NON-PERSONALISED PRODUCT
If you buy an eligible non-personalised product online, you normally have a legal right to change your mind.
Please let us know that you wish to cancel within 14 days of receiving your order.
You can email us at:
Please include your name and order number so that we can find your order easily. You do not need to give us a reason for cancelling.
Once you have told us you wish to cancel, you have a further 14 days to send the product back to us.
Our returns address is:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it to us.
We recommend getting proof of postage and keeping it until your refund has been completed.
You are welcome to inspect the product as you reasonably would in a shop. If it has been handled more than is necessary to establish its nature, characteristics and functioning and its value has been reduced as a result, we may make an appropriate deduction from your refund.
OUR 90-DAY RETURNS POLICY
We also offer a little more breathing room than the statutory minimum.
Eligible non-personalised, full-price products can be returned to us within 90 days of delivery, provided that they are unused, undamaged and in a condition suitable for resale.
Our voluntary 90-day returns policy does not apply to:
• personalised or made-to-order products;
• digital products;
• products bought at a reduced or sale price; or
• products that have been used or damaged after delivery.
If you return something under our voluntary 90-day policy after your statutory 14-day cancellation period has ended, you will need to pay the return postage and we will not normally refund the original delivery charge.
Please don't worry if you bought something in a sale and it is faulty. Sale products still have exactly the same statutory rights as full-price products.
REFUNDS
If you use your statutory right to cancel an eligible non-personalised order, we will refund the amount you paid for the returned product.
We will also refund the cost of our least expensive standard delivery option where required by law.
If you chose a more expensive delivery upgrade, such as express or next-day delivery, we do not have to refund the additional amount you paid for that upgrade.
We will issue your refund without undue delay and no later than 14 days after:
• we receive the returned product; or
• you provide evidence that you have sent it back,
whichever happens first.
Refunds will normally be made using the same payment method you used for the original order.
PERSONALISED AND MADE-TO-ORDER PRODUCTS
Most Betsy Benn products are made or personalised especially for one particular person.
The normal 14-day change-of-mind cancellation right does not generally apply to products that have been made to your specifications or are clearly personalised.
So, if we've made your notebook with someone's name on it, engraved a particular map, printed your photograph or created something specifically from the details you supplied, you can't normally return it simply because you've changed your mind.
However, if you've made a mistake with an order, contact us as quickly as you can.
If we haven't started making or designing it yet, we'll always try to help with a change or cancellation. We can't guarantee this will be possible once work has begun.
If we have already started bespoke design or production work, any cancellation we agree to is at our discretion and we may deduct reasonable costs that we have already incurred as a direct result of working on your particular order.
DESIGN PROOFS
For some personalised products, we may send you a design proof before production.
Please check names, dates, spelling, locations, photographs and every other detail carefully before approving it.
Once a proof has been approved and production has begun, we cannot normally make changes or cancel the order.
If the finished product does not match the proof you approved because of a mistake we have made, please contact us and we'll put it right.
An error that appeared in information supplied or approved by you does not normally make the finished product faulty.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Personalised or not, your product should arrive as it should.
If something arrives damaged, is faulty, is not as described, is the wrong product, or we have made an error with your personalisation, please contact us at:
Please include your order number and, where possible, a photograph showing the problem. Photographs are often the quickest way for us to understand what has happened and get things sorted.
Your statutory consumer rights apply to both personalised and non-personalised products.
Depending on the circumstances, you may be entitled to a refund, repair or replacement.
If a product needs to be returned because it is faulty, damaged, incorrect or not as described, we will cover the reasonable cost of returning it.
Nothing on this page limits your statutory rights.
DIGITAL PRODUCTS AND DOWNLOADS
Different cancellation rules apply to digital products.
You normally have a 14-day cancellation right for digital content purchased online.
However, if you choose to receive or access your digital product immediately, we may ask you to expressly agree that supply can begin before the end of the 14-day cancellation period and acknowledge that you will lose your right to cancel once supply begins.
Where this has been agreed and your digital content has been supplied, you will no longer have the normal change-of-mind cancellation right.
This does not affect your rights if the digital product is faulty or does not match its description.
NEED TO TALK TO US?
If you're not sure which of the above applies, just ask us.
Email: betsy@betsybenn.co.uk
Telephone: 01242 255646
Or write to:
Betsy Benn Limited
Unit 6 Manchester Park
Tewkesbury Road
Cheltenham
Gloucestershire
GL51 9EJ
United Kingdom
You can find the full legal details of your rights and our obligations in our Terms and Conditions of Sale.
AND, YES, THERE'S TEA HERE TOO
Returning something isn't anyone's favourite job.
Once you've found the parcel tape, remembered where you put the order number and successfully negotiated a trip to the Post Office, we think you've earned one.
Tea. Biscuit. Possibly two.
Betsy xx