returns and refunds policy

Last updated: 2 July 2026

This policy explains your right to cancel, return and obtain a refund for Products bought directly from us through drinkbesa.co.uk. It forms part of our Terms & Conditions and sits alongside your legal rights — it does not reduce them.

Alcohol: We do not currently sell alcohol through this Website. Besa alcoholic drinks bought from a third-party retailer (such as Amazon UK or a stockist) are returned under that retailer's own policy. This policy covers the non-alcoholic Products we sell directly.

1. Your 14-day right to change your mind (distance selling)

1.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer you have the right to cancel most orders within 14 days without giving a reason.

1.2 The 14-day cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. For an order of multiple items delivered separately, it ends 14 days after you receive the last item.

1.3 To cancel, simply tell us clearly before the period ends — by email at community@drinkbesa.com or using the cancellation form at the end of this policy. You do not have to use the form.

1.4 Returning the goods. After cancelling, you must send the goods back to us within 14 days. You are responsible for the cost of return postage for a change-of-mind cancellation, unless the goods are faulty or not as described.

1.5 Your refund. We will refund the price you paid, including standard delivery, within 14 days of receiving the goods back (or of receiving proof that you have sent them, if earlier). If you chose a more expensive delivery option than our standard, we refund only the standard delivery cost. We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and function.

2. Exceptions to the 14-day right

2.1 The right to cancel does not apply to certain goods, including:

goods that have been personalised or made to your specification;
sealed goods that are not suitable for return for health-protection or hygiene reasons, once unsealed after delivery;
perishable goods; and
goods that, after delivery, are inseparably mixed with other items.

2.2 These exceptions do not affect your rights if a Product is faulty or not as described (see section 3).

3. Faulty, damaged or misdescribed goods

3.1 Under the Consumer Rights Act 2015, Products must be of satisfactory quality, fit for purpose and as described. If a Product is faulty, damaged on arrival or not as described, you are entitled to:

a full refund if you reject the Product within 30 days of receiving it;
after 30 days, a repair or replacement; and
if a repair or replacement is unsuccessful, a refund or price reduction.

3.2 Please contact us at community@drinkbesa.com with your order number and, where possible, photographs. We will cover reasonable return postage costs for faulty or misdescribed goods.

4. How to return an item

4.1 Contact us at community@drinkbesa.com to let us know, quoting your order number.

4.2 Package the item securely (in its original packaging where possible) and return it to: Unit 19 Freemans Parc, Penarth Road, Cardiff, CF11 8EQ.

4.3 We recommend using a tracked or signed-for service and keeping your proof of postage, as you are responsible for the goods until they reach us.

5. Refunds

5.1 Refunds are made to the original payment method.

5.2 Refunds are processed within the timescales above. The time it takes for the money to appear in your account depends on your card issuer or payment provider.