Refund and Returns Policy
Last updated: 8 September 2026
At Better Buy, we want you to be happy with your purchase. If you change your mind, receive an incorrect item, or there is a problem with your order, this Refund and Returns Policy explains your options.
Better Buy is owned and operated by Visual Shop Ltd.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Changing Your Mind
If you purchase an item online from Better Buy, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give us a reason.
To exercise your right to cancel, you must let us know within 14 days of receiving your order.
Once you have informed us that you wish to cancel, you then have a further 14 days to return the goods to us.
Please contact us through our Contact Us page before returning an item so that we can provide you with the appropriate return instructions.
2. Condition of Returned Items
You may inspect and handle an item to the extent reasonably necessary to determine its nature, characteristics and functionality, in a similar way to how you might inspect an item in a shop.
Where possible, returned products should include their original packaging, accessories, manuals and any other items supplied with the product.
You are responsible for taking reasonable care of the goods while they are in your possession.
If an item has been handled beyond what is reasonably necessary and this reduces its value, we may be entitled to make an appropriate deduction from your refund.
3. Items That Cannot Normally Be Returned for a Change of Mind
Certain products may be excluded from the standard right to cancel where permitted by law. These can include:
- personalised, customised or made-to-order products;
- goods that deteriorate or expire rapidly;
- sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
- sealed audio, video or computer software where the seal has been broken; and
- other products or services for which UK consumer law provides an exemption from cancellation rights.
These exclusions do not remove any rights you may have if an item is faulty, damaged, not as described or otherwise does not conform to your statutory rights.
4. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.
When contacting us, please provide your order details and a description of the problem. We may also ask you to provide photographs or other reasonable information to help us investigate the issue.
Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair or replacement.
If goods are faulty, not of satisfactory quality, not fit for purpose or do not match their description, your rights are governed by applicable UK consumer law, including the Consumer Rights Act 2015.
5. Returning Your Order
Before sending a return, please contact the Better Buy support team through our Contact Us page.
We will provide you with the relevant return instructions and, where applicable, the return address.
Please package returned items securely to reduce the risk of damage during transit.
We recommend retaining proof of postage or another form of return tracking until your return and refund have been completed.
Please do not send a return to an address unless it has been confirmed as the appropriate returns address by Better Buy.
6. Return Delivery Costs
If you are returning an item because you have changed your mind, you may be responsible for the direct cost of returning the goods where permitted by law and where you were informed of this requirement.
If an item is faulty, damaged, incorrect or not as described, we will handle reasonable return arrangements or costs where we are legally required to do so.
Please contact us before arranging the return of a faulty, damaged or incorrect product.
7. Refunds
Once your return has been received, we will inspect it where appropriate and process any refund you are entitled to.
For a valid cancellation under your statutory cancellation rights, refunds will be made without undue delay and within the time required by applicable UK law.
Where goods are being returned, we may be entitled to wait until we have received the goods back or you have supplied evidence that they have been returned, whichever occurs first.
Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.
Once a refund has been issued by us, the time it takes to appear in your account may depend on your bank, card issuer or payment provider.
8. Original Delivery Charges
Where you exercise your statutory right to cancel the entire order, we will refund the standard outbound delivery charge where required by law.
If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of the upgraded delivery service.
Different rules may apply to partial returns or returns that are not made under statutory cancellation rights.
9. Exchanges
If you would like to exchange a product, please contact us to find out whether an exchange is available.
Depending on the product and stock availability, we may ask you to return the original item and place a new order rather than processing a direct exchange.
Your statutory rights are not affected.
10. Cancelling an Order Before Dispatch
If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible.
We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once it has entered our fulfilment or dispatch process.
If your order has already been dispatched, you may still have the right to cancel and return it in accordance with this policy and applicable UK consumer law.
11. Refused or Undeliverable Deliveries
If an order is returned to us because delivery was refused, the delivery address was incorrect or incomplete, or the carrier was unable to complete delivery, please contact us.
Any refund, redelivery charge or deduction will depend on the circumstances of the order and your statutory rights.
12. Your Statutory Rights
This Refund and Returns Policy is intended to explain our returns process and does not replace or restrict your legal rights.
Under UK consumer law, goods supplied by a retailer must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.
You may have additional rights to a refund, repair or replacement where goods do not meet these requirements.
Nothing in this policy is intended to exclude, restrict or otherwise affect rights that cannot legally be excluded or restricted.
13. Contact Us
If you have any questions about a return, refund, cancellation or an item you have purchased from Better Buy, please contact our support team through the Contact Us page.
Please include your order number and relevant details about your request so that we can assist you as quickly as possible.
Better Buy is owned and operated by Visual Shop Ltd.