Returns & Refunds
We want you to be happy with your Bee Kind Reimagined purchase. This page explains your rights if you change your mind, need to cancel an order, receive a faulty or damaged item, or need to return something to us.
Different rules can apply to standard products and genuinely personalised or bespoke items, so please read the relevant sections below. Nothing in this policy affects your statutory consumer rights.
Your statutory rights
Nothing in this Returns & Refunds Policy affects your statutory consumer rights.
Under UK consumer law, products supplied by Bee Kind Reimagined must be:
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of satisfactory quality;
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fit for their intended purpose; and
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as described.
If a product is faulty, damaged other than through misuse, or does not match its description, you may have rights to a refund, repair or replacement depending on the circumstances.
For many faulty goods, consumers have a short-term right to reject them within the first 30 days. Other rights can continue beyond this period.
These rights are separate from the change-of-mind cancellation rights that apply to many online purchases.
Changing your mind about an online order
For most standard products bought through our website, you have the right to change your mind and cancel the purchase without giving a reason.
You must normally tell us that you wish to cancel within 14 days of receiving the goods.
Once you have told us that you are cancelling, you normally have a further 14 days to return the goods to us.
Different rules apply to certain products, including genuinely personalised or custom-made goods. These are explained in Personalised and bespoke products below.
If an order has not yet been dispatched, please contact us as soon as possible. Where we are able to stop the order before dispatch, this can make cancellation and refund simpler.
How to cancel
To cancel an eligible online order, contact Bee Kind Reimagined within the applicable cancellation period and clearly tell us that you wish to cancel.
You can contact us through our Contact & Enquiries page.
Please include where possible:
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your name;
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your order number;
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the product or products you wish to return; and
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enough information for us to identify the order.
You do not need to give a reason for a statutory change-of-mind cancellation.
Please contact us before sending an item back so that we can confirm the return arrangements and make sure the parcel can be identified correctly when it arrives.
Returning a change-of-mind item
After notifying us that you wish to cancel, the item should normally be sent back within 14 days.
Unless we agree otherwise, returns should be sent to:
Bee Kind Reimagined
17 Caithness Drive
Wallasey
CH45 7PN
UK
Please do not travel to the address to make an in-person return unless this has been agreed with us beforehand. Bee Kind Reimagined is operated from our home workshop and is not a walk-in retail shop.
You are allowed to examine an item in the way you reasonably could in a shop.
We ask that returned products are packed carefully and include enough information for us to identify the order.
If the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be legally entitled to make an appropriate deduction from the refund.
Return postage costs
For an ordinary change-of-mind return, you are responsible for the cost of sending the item back to us.
We recommend using a delivery service appropriate to the value and nature of the product and retaining proof of posting.
If a product is:
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faulty;
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damaged when supplied;
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incorrectly described;
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the wrong item; or
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returned because of another error for which Bee Kind Reimagined is responsible,
we will deal with reasonable return arrangements or return costs as appropriate.
You will not be required to pay return costs where the law makes those costs our responsibility.
Refunds for cancelled orders
For an eligible change-of-mind cancellation, we will refund the price paid for the returned product.
If you paid a separate standard delivery charge for the original order, we will also refund the cost of the standard delivery service.
If you chose a more expensive delivery option, such as an upgraded or faster service, we are not normally required to refund the additional amount above the standard delivery cost.
We may withhold the refund until:
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we have received the returned goods; or
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you provide evidence that the goods have been sent back,
where the law allows us to do so.
Once the relevant return requirement has been met, refunds will normally be made within 14 days.
Any lawful deduction for excessive handling will be explained where applicable.
Personalised and bespoke products
The statutory change-of-mind cancellation right does not normally apply to goods that are genuinely made to your specifications or clearly personalised.
This may include, for example, a product made with:
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a customer’s name or personal wording;
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a unique engraving or design created specifically for that customer;
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dimensions or specifications produced specifically for an individual order; or
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another substantial customisation that means the product cannot reasonably be resold as a standard item.
However, simply producing an item after an order is placed does not automatically make it exempt from cancellation rights. A standard product made from ordinary options that we routinely offer may still have normal cancellation rights.
Where a proposed order is genuinely personalised or bespoke, we will make this clear where appropriate before the customer commits to the purchase.
If production has not yet begun and you ask to cancel a bespoke or personalised order, please contact us as soon as possible. Where practical, we may agree to cancel it even where there is no statutory change-of-mind right.
Personalised and bespoke products are still protected by your statutory rights if they are faulty, not as described or otherwise do not meet the requirements of UK consumer law.
Faulty or incorrectly described products
All products sold by Bee Kind Reimagined must meet the standards required by UK consumer law.
If an item is faulty, not of satisfactory quality, not fit for its intended purpose or does not match the description provided when you bought it, please contact us as soon as reasonably possible.
Depending on the circumstances and how long you have had the product, your legal remedies may include a:
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refund;
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repair; or
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replacement.
Consumers generally have a 30-day short-term right to reject faulty goods. Further rights may continue after this period, including rights to repair or replacement and, in appropriate circumstances, a refund or price reduction.
We will not require you to accept an exchange, credit note or other alternative where you are legally entitled to a refund.
Normal characteristics of handmade or small-batch production are not necessarily faults. For example, reasonable variations in wood grain, fabric placement, hand-applied finishes or similar handmade characteristics may occur where these were explained before purchase.
However, describing something as handmade does not remove your rights if the product is genuinely faulty or materially different from its description.
Items damaged in delivery
If an item arrives damaged, please contact us as soon as reasonably possible.
It is helpful if you can provide photographs showing:
the damaged product, the packaging, any visible damage to the parcel and the delivery label where relevant.
Please keep the item and packaging until we have advised whether they are needed for a delivery-provider investigation or claim.
We may use the photographs and other information to investigate what happened with the delivery provider, but any claim we make against a carrier is separate from your rights as our customer.
Where Bee Kind Reimagined arranges delivery, responsibility for the goods normally remains with us until you, or another person you have nominated, takes physical possession of them.
We will provide the appropriate remedy in accordance with your statutory rights. Asking for photographs or investigating the delivery does not remove or delay those rights unnecessarily.
Exchanges
Where practical, Bee Kind Reimagined is happy to consider an exchange.
For a standard product returned because you have changed your mind, an exchange is offered as a goodwill option and is subject to the replacement item being available.
Because many of our products are one-off pieces, handmade in small quantities or made using limited materials, an identical replacement may not always be possible.
Where an exchange cannot reasonably be provided, an eligible return will instead be dealt with using the applicable refund rights.
If there is a difference in price between the original product and the replacement, we will explain any additional payment or refund before completing the exchange.
Where a product is faulty, an exchange or replacement will be handled in accordance with your statutory rights rather than solely as a goodwill service.
Items bought at events or collected in person
Products purchased and paid for in person at a festival, fair, convention or other face-to-face event do not normally have the same statutory change-of-mind cancellation right that applies to distance sales.
This means we are not normally required to accept an event purchase back simply because you later change your mind.
We may nevertheless agree to an exchange or return as a goodwill gesture where practical.
Your statutory rights still apply if an item bought in person is faulty, not as described or otherwise fails to meet the requirements of UK consumer law.
Collection does not by itself turn an online purchase into an in-person sale. If you entered into the purchase contract online or through another distance-selling method and later collect the product from us or from an event, the applicable distance-selling cancellation rights may still apply.
The nature of how the order was placed and the contract formed determines the applicable rights, rather than simply how the product reaches you.
How refunds are made
Where a refund is due, we will normally return the money using the same payment method used for the original purchase, unless another method is expressly agreed where legally permitted.
We will not charge you a fee for receiving a refund.
For eligible distance-sale cancellations, the refund will include any standard outbound delivery charge that must be refunded under consumer law. Additional amounts paid specifically for a more expensive delivery option do not normally have to be refunded beyond the cost of our standard delivery service.
Once we have issued a refund, the time taken for the money to appear in your account can depend on the payment provider, bank or card issuer and is outside our direct control.
Where permitted by law, we may wait until returned goods have been received or you have supplied evidence that they have been sent back before issuing a change-of-mind refund.
Refunds for eligible online cancellations will be made within the applicable statutory timeframe.
How to contact us about a return
If you need to cancel an order, arrange a return, report a damaged or faulty item, or ask about an exchange, please contact us through our Contact & Enquiries page.
Please provide your name, order number where available, the product concerned and a brief explanation of what you need help with.
For a faulty or damaged item, photographs can be included where helpful.
Please contact us before returning or bringing an item to our address so that we can confirm the correct arrangements.
For returns by post, our return address is:
Bee Kind Reimagined
17 Caithness Drive
Wallasey
CH45 7PN
UK
Our address is also our home and workshop and is not a walk-in retail premises, so in-person returns or collections must be arranged with us beforehand.
Last updated: 27 August 2026