You have a right to cancel your order for any item purchased through our website with or without reason, under the distance selling regulations for refund. If you are unhappy with your purchase we accept unworn returns for replacement or refund within 14 days.
Our returns address is:
Killerby House, Durham Chare, Bishop Auckland, County Durham DL14 7HS
Returned goods must be adequately sealed in original packaging. Failure to do so could result in only a partial refund being issued.
Please ensure you ask for a certificate of posting as proof you have sent the package. Royal Mail do charge for issuing a certificate. If you return an item without proof of postage and it is lost in transit we reserve the right not to issue a refund. You are responsible for the item until we receive it therefore we suggest you return the parcel using Royal Mail Recorded (Signed For) Delivery or similar.
We will not refund the postage paid by the customer on unwanted returned items or sizing issues (so please contact us regarding sizing prior to ordering if you are unsure).
FOR HYGIENE REASONS WE CANNOT REFUND OR EXCHANGE THE PURCHASES OF UNDERWEAR.
RETURNS CAN ONLY BE PROCESSED BY POSTING GOODS BACK NOT RETURNED INSTORE.
All refunds will be as per the original method of payment.
Please allow three working days from our receipt for a refund to be processed. A confirmation email will be sent once the refund is processed. Upon receiving this email, please allow up to 10 working days for it to reflect on your account. This time frame is dictated by and dependent upon your card provider.
Bertie makes every effort to ensure all goods are of satisfactory quality and comply with the Sale and Supply of Goods to Consumers Regulations 2002. If the item you receive is faulty, you should contact us within 30 days of the date of delivery. We will then provide details of how to proceed with the return, and offer the choice (subject to availability) of a replacement item or refund.
Faulty returns, however, must be sent back for inspection before a refund will be issued. If the product is found to have a defect you will be offered a refund or exchange (if available). Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Damage due to normal wear and tear, misuse, alteration to the product, or negligence is not covered under our returns policy and refund will not be given.
Items Dispatched in Error
In the event that an item is dispatched in error through no fault of the customer, you should contact us within 7 working days of the date of delivery. We will then provide details of how to proceed with the return, and offer the choice (subject to availability) of a replacement item or refund.
When returning any goods purchased as part of a multi-buy offer, we ask that you return any additional products purchased as part of the promotion.