Effective date: 3 December 2025

This policy applies to purchases made via our website (and where relevant, our social channels). It sits alongside your statutory rights under UK consumer law.

1) Your right to change your mind (online orders)

If you’re a UK/EEA consumer buying online, you have the right to cancel your order within 14 days of receiving it, for any reason.

• To cancel, you must tell us within those 14 days (see “How to start a return” below).
• You then have a further 14 days to send the item(s) back.

2) Items that can’t be returned for hygiene/safety reasons

Because many of our products are used on the body or in the home, we can’t accept returns of items that have been opened, used, unsealed, or are not in a resellable condition, where they are:

• Sealed goods not suitable for return due to health protection or hygiene reasons once unsealed (e.g., body, bath, or similar personal-care products).
• Personalised or made-to-order items (if applicable).
• Items damaged after delivery due to misuse, storage, or handling.

If you’re unsure, message us before sending anything back and I’ll guide you.

3) Conditions for accepted returns

To be eligible for a return, items must be:

• Unused, unopened (where sealed), and in the original packaging
• In a clean, resellable condition
• Returned with your order number (or proof of purchase)

4) How to start a return

Email us with:

• Your order number
• The item(s) you’d like to return
• Whether you’d like a refund or exchange (where available)

Email: info@mrsbbathbodyhome.co.uk

We’ll reply with return instructions.

5) Where to send returns

Returns should be sent to:

Mrs B’s Bath, Body & Home – 24 Gorsefield Avenue, Eastham, Wirral, CH62 6BZ

Please include your name and order number inside the parcel.

6) Return postage costs

• Change of mind returns: you are responsible for the return postage cost.
• We recommend using a tracked service, as we can’t be responsible for parcels lost in transit.

7) Refunds (when and how you’ll receive them)

Once we receive your return (or you provide proof you’ve sent it), we’ll process your refund as soon as possible.

• Refunds are made to the original payment method
• If you paid delivery charges, we refund standard delivery costs (if applicable). Any upgraded delivery costs are not usually refundable unless the item is faulty.

8) Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or incorrect, please email us as soon as possible with:

• Your order number
• A description of the issue
• Photos (where helpful)

We’ll sort it quickly — typically via a replacement, refund, or other suitable solution, depending on the situation.

9) Exchanges

If you’d like to exchange an item, email us first. Exchanges are subject to:

• Stock availability
• The item meeting the eligibility rules above
  If an exchange isn’t possible, we’ll refund instead (once the return is received/validated).

10) Gifts

If the item was marked as a gift, we’ll do our best to help. Refunds typically go back to the original purchaser/payment method.