Our Committment to You
Bettacare are committed to your satisfaction with our products.
If you have received a product and you are not 100% satisfied please call our customer service team during office hours (8am - 5pm Monday to Friday) on 01438 728 888. Alternatively, you can email email@example.com with your concerns.
As a Baby Safety Company, all our products do require installation. Although we always try to source items with the simplest form of installation, we do understand that for some people installation can be a little difficult. If for an reason you are struggling with the installation of your item, please do call our customer service team who will talk you through the process.
In the unlikely event you do receive a product which is simply not suitable for your home, or damaged in any way, please see our returns policy below which will guide you through the simple steps of getting items back to us for a full refund.
Please note all returns to Bettacare MUST have the printed and completed Bettacare Returns Form or a refund cannot be issued. All items returned to Bettacare WITHOUT the completed Returns Form will be disposed of as second-hand goods.
Please read all our returns terms and conditions below before requesting a returns form. If you have any questions please call our customer service team on 01438 728 888.
If for any reason you are unhappy with your purchase you can return items back to our warehouse. All items can be returned to us within 365 days of receipt. PLEASE NOTE: all items returned to Bettacare must be in an unused, fully resalable condition for a refund to be issued. We simply ask customers to only send an item back if they would be happy to receive the exact same item ‘as new’ if purchased from a retailer. PLEASE NOTE: the cost of returning the item is the responsibility of the customer.
Orders Bettacare Will NOT Refund:
How to Return an Item and How Much Does it Cost?
Bettacare only require your original order number to be included with the returned item for us to match your order to enable us to refund you. Ideally, please include a copy of your original order with the item you are returning. All items returned to Bettacare are at the customer's expense. You can return your items to us by the method of your choice. We do suggest using a registered or tracked courier service as Bettacare are not liable for any items which may get lost in transit.
Bettacare offer two services to get an item back to us:
Home Pick Up:
If you would like to use the Bettacare courier service to return an item to Bettacare you can request this by calling us on 01438 728 888 or emailing us on firstname.lastname@example.org. The service costs £15 and if for any reason you are not available to pass on the returning goods to the couriers on the week day you have requested, a further £15 is added for every failed pick-up attempt. The fee of £15 will then be deducted off your refund amount. PLEASE NOTE: Bettacare cannot pick up from international addresses.
When and How Much Will I be Refunded?
All orders returned to us in a fully resalable condition will be refunded the full cost of the items returned. Refunds take place each week on a Friday. If you have selected to use the Bettacare courier service your order will be deducted minus the £15 charge.
Cancelling and Changing an Order
Cancelling an Order Prior to Delivery;
If you wish to cancel your order and contact Bettacare prior to your items leaving our warehouse, we will be able to stop your order and refund your payment in full. If your item has already been dispatched and you contact us to cancel, Bettacare will recall the item for you, but the initial dispatch charge, plus the £15 return fee would be deducted from your refund.
Changing an Address Prior to Delivery:
If you wish to change your delivery address and contact Bettacare prior to your items leaving our warehouse, we will be able to stop your order and change the delivery details. If your item has already been dispatched and you contact us to change the delivery address, Bettacare are able to contact the couriers to change the address, but a £15 charge is payable for the redirection of a parcel. PLEASE NOTE: if the address change is within the same postcode region and does NOT require a depot change from the couriers, we may be able to do this free of charge.
How do I Return a Faulty or Damaged Item?
If your goods arrive damaged from our courier service please contact Bettacare before sending the items back to us. Once we receive images from you of the damaged goods and a description of how they were delivered we will issue an immediate replacement free of charge. If Bettacare require the items back we will arrange a free of charge collection.
If your goods arrive faulty or develop a fault during use please contact Bettacare straight away with the details. We can then contact the manufacturers and if a fault is established, a replacement will be issued. If the item you have purchased from Bettacare develops a fault up to 6 months of purchase, under the Sale of Goods Act you are entitled to a repair or replacement of the product. As long as the product has not developed a fault due to fair wear and tear, accidental damage or misuse, Bettacare will arrange for the item to be repaired or a replacement item to be sent to you within 7 days.