Refund policy
This policy applies to consumer orders placed through Betico.store, operated by Betico LTD.
All time periods below are in calendar days. Our additional 30-day returns offer does not replace or limit your statutory consumer rights.
1. Our 30-Day Returns Offer
You have 30 days after delivery to notify us that you want to return an item. Please send it back within 14 days of notifying us, unless we agree a longer period.
For returns under our additional change-of-mind offer, items must be unused and unworn beyond reasonable inspection, undamaged, and complete with supplied accessories, tags and inserts.
Please use the original packaging where reasonably available, or suitable protective packaging. Keep your order confirmation or other reasonable evidence of purchase.
These conditions apply to our voluntary offer. They do not override your statutory cancellation rights in section 7 or your rights concerning faulty, damaged or incorrect goods.
2. Change-of-Mind Returns
You do not need to give a reason for changing your mind. Return-postage responsibilities are explained in section 5. We do not charge restocking, cancellation or refund-administration fees.
For a valid statutory cancellation of a whole order, we refund the original standard delivery charge, if paid. If you chose a more expensive delivery service, we refund only the cost of the least expensive standard delivery service available for that order.
For returns made solely under our additional 30-day offer, original delivery charges are not refunded unless we agree otherwise or the law requires it. Partial-order returns are handled in accordance with applicable law.
3. Faulty, Damaged or Incorrect Items
Contact us if an item is faulty, damaged in transit, not as described, or incorrectly supplied. Please provide your order details and a description of the problem. Photographs can help where available, but are not an absolute condition of your statutory rights.
For UK consumer purchases, you normally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery for a refund. Rights can continue after that period, including repair, replacement, a price reduction or a refund, depending on the circumstances.
We cover reasonable return costs where goods are faulty, damaged in transit or incorrectly supplied. We will explain the appropriate return or collection arrangements. Please contact us before paying for a return service so we can help arrange it.
Our voluntary return conditions and 30-day notification window do not limit these rights. Any delivery charges refundable under applicable law will also be reimbursed.
4. How to Start a Return
Email info@betico.store or use the contact details in section 12. Please include:
- Your name and order number, or other reasonable evidence of purchase.
- The item or items you want to return.
- Details of any fault or delivery error, where relevant. A reason is not required for a change-of-mind cancellation.
Please notify us before sending your return so we can identify your order and provide any relevant postage or collection instructions. Send return parcels to:
Parcel return address
Betico Ltd
Unit A
Hurstwood Farm
London Road
Sevenoaks
Kent
TN14 7AB
United Kingdom
Please include your order number or other identifying purchase details inside the parcel where available.
You do not need our approval to exercise a statutory right to cancel. A clear cancellation notice sent within the applicable period is sufficient; you do not need to wait for our reply before exercising that right or sending the goods back.
5. Return Shipping
For change-of-mind returns, you pay the direct cost of return postage unless we have agreed otherwise or applicable law requires us to pay. For faulty, damaged or incorrectly supplied goods, reasonable return costs are our responsibility.
Package items securely and keep proof of postage. Tracked delivery is recommended, not compulsory. The absence of tracking alone does not remove your statutory rights.
Where statutory cancellation rules allow proof of sending the goods back to trigger the refund deadline, we will honour that deadline even if the parcel has not yet reached us.
6. International Orders and Import Charges
We deliver to selected international destinations. Our 30-day returns offer applies to eligible international orders, without limiting mandatory rights under the law applicable to your purchase.
Import duties, import taxes and customs-clearance or carrier handling fees are the recipient's responsibility unless already collected at checkout or Betico has expressly agreed to cover them. Any agreement to cover particular charges will be confirmed in writing. See our Shipping Policy for details.
For international change-of-mind returns, you normally pay the return postage. Any recoverable import charges paid directly to a customs authority or carrier generally need to be reclaimed from that authority or carrier. Charges collected by Betico will be handled in accordance with applicable law. This does not limit any reimbursement we owe you by law or under an agreement.
Failed deliveries or returned parcels do not automatically authorise deductions from your refund. Any permitted charge must be explained, lawful and consistent with the terms agreed when you ordered.
7. UK and EU Statutory Cancellation Rights
For UK online consumer purchases, and where EU distance-selling rules apply, you normally have 14 days after the day you receive the goods to notify us that you are cancelling, without giving a reason. For one order delivered in separate shipments, the period normally starts after the last item arrives.
You can cancel by email, post, telephone or another clear statement. The optional cancellation form in section 12 is available, but you do not have to use it.
You must normally send the goods back within a further 14 days after notifying us, unless we have offered to collect them.
You may unpack and inspect goods as you reasonably would in a shop. Opening ordinary packaging or reasonable inspection does not automatically remove your right to cancel.
Where legally permitted, we may deduct an evidenced reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We will explain any deduction; it is not a restocking fee.
The specific legal exceptions in section 9 may apply. Any longer cancellation period or stronger mandatory protection under applicable law takes priority.
8. Exchanges
We do not currently offer direct change-of-mind exchanges. Return the original item under this policy and place a separate order for the item you prefer, subject to availability.
This does not affect any right to a replacement for faulty or incorrectly supplied goods.
9. Exceptions and Product Condition
Statutory cancellation rights can be excluded for genuinely personalised or made-to-specification goods, and for sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed. These exceptions apply only where the legal requirements are met.
Our bags, cases and gel ice packs are not automatically excluded merely because they are designed for diabetes supplies or their ordinary retail packaging has been opened.
We may decline returns that fall outside our voluntary offer's conditions, but this does not remove statutory cancellation rights or rights relating to faulty, damaged or misdescribed goods.
10. Sale Items
Sale items are covered by this policy. Their statutory rights are the same as for full-price items. Refunds are based on the amount actually paid.
11. Refunds
For an eligible return, you should receive your refund within 10 calendar days of our receiving the returned goods. This timeframe includes inspection and normal payment-provider processing.
For statutory cancellations, if you provide valid evidence that you have sent the goods back before we receive them, the 10-day period starts when you provide that evidence instead.
For a valid cancellation where the goods have not been dispatched, no return is needed, or we have offered to collect them, the 10-day period starts when you notify us of cancellation.
We do not add a further waiting period after inspection or approval. We process refunds without undue delay, and any earlier refund deadline required by law takes priority, including where a refund is due for faulty goods.
Refunds are made to the original payment method unless you expressly agree otherwise. We do not require you to accept store credit or a replacement instead of a refund to which you are entitled.
We will send confirmation when your refund is issued. If it has not reached you within the applicable 10-day period, contact us so we can check its progress with the payment provider.
12. Contact Details and Optional Cancellation Form
Betico LTD
Company registration number: 16001134
Email: info@betico.store
Telephone: +44 7359 943368
Contact page: Contact Betico
Registered office and correspondence address
Lodges Wood Oast
Goodley Stock Road
Westerham
TN16 1TW
United Kingdom
Parcel returns: Please use the Unit A, Hurstwood Farm return address in section 4, rather than the registered office address above.
Optional cancellation form
Complete and send this form only if you wish to cancel. You may email it or send it to the correspondence address above. You can also cancel using any other clear statement.
To: Betico LTD, Lodges Wood Oast, Goodley Stock Road, Westerham, TN16 1TW, United Kingdom; info@betico.store
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Goods: ____________________
Ordered on (*) / received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if submitted on paper: ____________________
Date: ____________________
(*) Delete as appropriate.
Nothing in this policy limits your statutory consumer rights.