Return and Replacement Policy
We hope you are satisfied with every Burt's Bees purchase you make. We believe strongly in our products and their quality. If you are not pleased with your purchase, you may seek a return or a replacement. See below for details.
Returns at a Retail Store
If you purchased the product from a retail store, please contact the store directly for their return policy. We recommend returning the product to the store if possible in order to avoid return shipping fees. However, if the store cannot accept your return, you may return the product directly to Burtsbees.co.uk via the return process below.
Returns to Burtsbees.co.uk
If you purchased the product from burtsbees.co.uk or from a retail store:
You may return it by mail for a full refund within 60 days of the date of purchase if you include your original receipt. If you purchased a product as part of a gift or kit, the entire gift or kit must be returned within 60 days of the date of purchase to receive a refund. After 60 days, or without a receipt, you may return the product by mail for an exchange of equal value. If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
We do not give refunds, credits, or exchanges for Burtsbees.co.uk, discontinued items, or items purchased through unauthorised resellers or online auctions. Prepackaged gifts and kits are assembled individually and may vary slightly. Burt's Bees reserves the right to substitute a product of equal value and nature if the original product becomes unavailable. Burt's Bees reserves the right to refuse returns for an unreasonable quantity of items or items that may not have been purchased within the last year.
All Returns should be addressed to:Burt's Bees (Europe) Ltd
Care of: Membury Logistics Centre
For your protection and to ensure prompt delivery, we recommend that you send your return via Royal Mail Recorded Delivery. We're sorry, return shipping fees are not reimbursable.
Please include the following information with your return: indicate whether you want a refund (only if original receipt is included and the product was purchased within the last 60 days) or replacement, the reason for the return, a description of the item you are returning, and its price.
Your return will be processed promptly upon its arrival and all exchanges will be shipped via Royal Mail. Processing and transit time for exchange packages is usually 7-10 business days from the time your exchange request is received at our location. Business days are Monday-Friday, excluding holidays within the UK.
If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within 30 days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of delivery. Refunds will only be made against the original credit/debit card used.
Damaged Items or Our Error
When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the box to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately on 0808-234-1423 or send an email to burtsbeesUK@consumerreply.com. Our Customer Services Team is available Monday - Friday 12 PM - 8 PM.
Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the delivery box, packing materials and the damaged items for inspection by the carrier.
If you're returning the product because we made an error, please call Customer Services Team on 0808-234-1423 or email us at burtsbeesUK@consumerreply.com. Our Consumer Care hotline and email is available Monday - Friday 12 PM - 8 PM.
Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
Your statutory rights remain unaffected.