Returns & Exchanges Policy

Last updated: 12 July 2026

This Returns & Exchanges Policy explains how cancellations, returns, refunds and exchanges work for purchases made directly from Belantti at www.belantti.co.uk.

Your statutory rights are not affected. Online orders are covered by UK consumer protection rules, including cancellation rights for most distance purchases and consumer rights where goods are faulty, damaged, incorrect or not as described.

If you purchased through eBay, TikTok Shop or another authorised marketplace, that marketplace’s return process and buyer-protection rules may also apply. Please start the return through the platform where you made the purchase.

Quick summary

For most online orders, UK consumers can notify us that they wish to cancel within 14 days of receiving the goods.
After notifying us, customers normally have a further 14 days to return the goods.
You may inspect an item as you reasonably would in a physical shop.
The cancellation right may not apply where goods were supplied sealed, are unsuitable for return for health-protection or hygiene reasons, and have been unsealed after delivery.
Hygiene exclusions do not affect your rights where an item is faulty, damaged, incorrect or not as described.
Change-of-mind return postage is normally the customer’s responsibility.
Refunds are processed within the applicable legal timeframe.

1. How to start a return

To request a return, use your Belantti customer account where available:

Start a return or manage your order

You can also contact us at returns@belantti.co.uk with:

your order number;
the item you wish to return;
the reason for the return, where relevant;
photographs where the item is damaged, incorrect or appears faulty.

Please contact us before posting an item so that we can provide the correct return address and instructions. Contacting us first helps prevent delays but does not remove or restrict any statutory cancellation or consumer rights that apply.

Do not send returns to a supplier, fulfilment partner or address shown on an outer delivery label unless Belantti has instructed you to do so.

2. Your right to cancel

For most online orders, UK consumers have the right to cancel their order within 14 days of receiving the goods without giving a reason.

To exercise this right, you must clearly notify us within the cancellation period. You can do this through your customer account, by email or by using the model cancellation form in Section 15.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

This cancellation right is separate from your statutory rights where goods are faulty, damaged, incorrect or not as described.

3. Return condition and handling

You must take reasonable care of goods while they are in your possession.

Where possible, please return items:

in their original packaging;
with accessories, instructions and promotional items supplied with them;
with seals, hygiene seals and protective packaging intact where applicable;
with proof of purchase, such as an order confirmation, receipt or other evidence of purchase.

You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and function, in the same way that you could reasonably inspect them in a physical shop.

If handling goes beyond what is reasonably necessary and causes a reduction in value, we may make an appropriate deduction from the refund where permitted by law.

Opening ordinary outer packaging does not automatically remove your cancellation rights. Different rules may apply where a product was supplied with a health-protection or hygiene seal, as explained below.

4. Sealed hygiene and health-protection goods

For change-of-mind cancellations, the statutory cancellation right may not apply where all of the following conditions are met:

the item was supplied sealed;
the item is unsuitable for return for health-protection or hygiene reasons; and
the seal was broken or removed after delivery.

Depending on the product and the way it was sealed, this may include certain:

cosmetics, makeup, skincare, haircare and personal-care products with hygiene or tamper-evident seals;
razors, dermarollers and other grooming or beauty tools supplied with hygiene seals;
brushes, combs or accessories supplied in sealed hygiene packaging;
supplements, collagen drinks, ingestible goods and consumable wellness products with broken safety or tamper-evident seals.

A product does not become automatically non-returnable merely because it belongs to a beauty, skincare, haircare or grooming category. The legal hygiene exception will be assessed according to the product, its packaging and whether an appropriate seal was broken.

This section does not affect your rights where an item is faulty, damaged, incorrect, unsafe or not as described.

Products described as sale, clearance or final sale remain subject to all applicable statutory rights.

5. Faulty, damaged, incorrect or misdescribed items

Please inspect your order as soon as reasonably possible after delivery.

If an item is faulty, damaged, incorrect or not as described, start a return through your Belantti customer account or contact returns@belantti.co.uk with:

your order number;
a description of the issue;
clear photographs of the item, packaging and delivery box where reasonably relevant.

Photographs help us investigate damage or fulfilment errors but will not be used to unfairly restrict your statutory rights.

Where goods do not conform to the contract, your statutory remedies may include a refund, repair, replacement, price reduction or other remedy depending on the circumstances and the applicable law.

We may ask you to return the item or, where appropriate, provide further information so that the issue can be assessed.

6. Return postage costs

For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless Belantti confirms otherwise.

If an item is faulty, damaged, incorrect or not as described, Belantti will provide appropriate return instructions and will cover reasonable standard return costs where required.

If Belantti provides a prepaid return label for a change-of-mind return, the cost of that label may be deducted from the refund where this was disclosed and is permitted by law.

We recommend using a tracked service and keeping proof of postage until the return and refund have been completed.

Belantti cannot accept responsibility for a return that is lost before reaching the instructed return location where there is no proof of postage or tracking information.

7. Refunds

When a refund is due, it will normally be issued to the original payment method unless another method is expressly agreed.

For a valid cancellation, the refund will be made no later than 14 days after:

we receive the returned goods; or
you provide evidence that the goods have been sent back, if this is earlier.

We may withhold the refund until the returned goods have been received or appropriate evidence of return has been provided, where permitted by law.

If you cancel your complete order within the cancellation period, the basic standard delivery charge will be refunded where required by law.

If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund more than the cost of our least expensive standard delivery option unless the law requires otherwise.

A reasonable deduction may be made where the value of an item has been reduced because it was handled beyond what was reasonably necessary to inspect it.

Where only part of an order is returned, the original delivery charge will not normally be refunded unless required by law.

Your bank, card provider or payment service may take additional time to display an issued refund.

8. Clearpay, PayPal and other payment methods

If your order was paid using Clearpay, PayPal or another third-party payment provider, any refund will normally be processed through the original payment method.

The payment provider may take additional time to update instalments, payment plans, balances or refund status after Belantti has issued the refund.

You remain responsible for following the payment provider’s payment schedule until the provider confirms that it has been adjusted.

9. Exchanges

Belantti does not offer direct exchanges as standard.

The quickest way to receive a different product is normally to return the original item, where eligible, and place a new order.

If Belantti agrees to an exchange in a particular case, it will be subject to stock availability.

If the replacement costs more, the price difference may need to be paid before dispatch. If it costs less, the appropriate difference will be refunded.

10. Gifts, discounts, bundles and promotional items

If an order included a free gift, bundle saving or promotional product that was conditional on purchasing another item, the promotional item may also need to be returned when the qualifying item is returned.

If the promotional item is not returned, an appropriate deduction may be made from the refund where permitted by law and where the value or condition of the promotion was made clear.

Refunds for discounted items will reflect the amount actually paid after the discount was applied.

Where returning one item causes the remaining order to stop qualifying for a bundle or multibuy discount, the refund may be recalculated to reflect the price properly payable for the retained items, where permitted.

11. Digital gift cards

Unused digital gift cards may be subject to applicable statutory cancellation rights.

Where a gift card has already been redeemed in full or in part, any cancellation or refund will depend on the circumstances, the amount used and applicable consumer law.

Gift cards cannot normally be exchanged for cash except where required by law.

If eligible physical goods purchased using a gift card are returned, the relevant refund will normally be returned to the gift-card balance or allocated between the original payment methods according to how the order was paid.

12. Belantti Premier Delivery membership

Belantti Premier Delivery is a paid delivery service purchased online. Applicable statutory cancellation rights are not removed merely because the membership has been activated or used.

If you ask for the service to begin during an applicable 14-day cancellation period and then cancel, Belantti may deduct a reasonable proportionate amount for services or delivery benefits already supplied where the law permits.

After any statutory cancellation period has expired, Premier Delivery memberships are normally non-refundable unless Belantti agrees otherwise or a refund is required by law.

Cancelling Premier Delivery does not cancel product orders already placed and does not affect your statutory rights regarding faulty, damaged, incorrect or misdescribed goods.

13. Partner-fulfilled orders

Some products may be supplied or dispatched by approved partner brands or fulfilment partners, including through Shopify Collective or similar supplier arrangements.

Returns for these orders must still be initiated through your Belantti customer account or by contacting Belantti.

The return address and operational instructions may differ depending on the supplier, fulfilment location or product type. Do not return an item directly to a supplier unless Belantti has provided that instruction.

Belantti remains responsible for handling your customer request. Partner inspection or fulfilment processes will not be used to extend or restrict any statutory refund deadline or consumer right.

14. Marketplace purchases

If you purchased through eBay, TikTok Shop or another authorised marketplace, the marketplace’s return process and buyer-protection rules may also apply.

Please begin the return through the marketplace account used to place the order.

Marketplace purchases must not be returned through the Belantti Shopify customer-account return system unless Belantti specifically instructs you to do so.

15. Model cancellation form

You may use the following form to notify us that you wish to cancel an eligible distance contract. Use of this exact form is optional, but your cancellation notice must clearly identify the order you wish to cancel.

To: Belantti, Reet Gardens, Slough, SL1 3FU, United Kingdom

Email: returns@belantti.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

____________________________________________

Order number: ____________________________

Ordered on: ______________________________

Received on: _____________________________

Customer name: ___________________________

Customer address: _________________________