Refund policy
Last updated: 27th June 2026
At Better Internet Ltd, we comply with your legal rights under UK consumer law, including your right to cancel your order within 14 days of receiving your goods.
1. Cancelling Your Order
You have the right to cancel your order within 14 days without giving any reason. This 14-day period starts on the day after you, or someone nominated by you, receives the goods.
The easiest way to start a return or tell us that you wish to cancel is through our self-service returns portal:
You can also contact us by email at [email protected] if you need help, cannot access the portal, or prefer to tell us by email. You may use the model cancellation form below, but it is not obligatory.
Model Cancellation Form
If you wish to cancel the contract, you may email us the following:
To: Better Internet Ltd Email: [email protected] I hereby give notice that I cancel my contract of sale for the following goods: [Insert description of goods] Ordered on: [Insert date] Received on: [Insert date] Name: [Your name] Address: [Your address] Date: [Today’s date]
2. Returning Goods
If you cancel your order, you must send the goods back to us without undue delay and no later than 14 days after the day on which you tell us that you wish to cancel.
Please start your return through our self-service returns portal so that we can provide the correct return instructions and, where applicable, a returns reference number:
Unless we have agreed otherwise, you are responsible for the cost of returning the goods. We recommend using a tracked service and keeping proof of postage.
Goods should be returned in their original condition and, where reasonably possible, in their original packaging. You are allowed to inspect the goods as you would in a shop, but we may make a deduction from your refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.
Please do not send goods back without first using the returns portal or contacting us for return instructions. This helps us identify your return and process it correctly.
3. Refunds
If you cancel your order within the legal timeframe, we will refund all payments received from you for the returned goods, including the standard original delivery cost, no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you have sent the goods back.
If you chose a more expensive delivery option than our standard delivery option, we only refund the standard delivery cost.
We will issue the refund using the same payment method you used for the original transaction, unless we have agreed otherwise. You will not be charged any fee for the refund.
4. Faulty, Damaged or Incorrect Goods
If your item is faulty, damaged, not as described, or you received the wrong item, please start a return through the returns portal or contact us at [email protected] so that we can help resolve the issue.
Where goods are faulty, damaged, not as described, or incorrect, your statutory rights apply. This policy does not affect your statutory rights.
5. Contact Us
If you have any questions about this policy, need help using the returns portal, or cannot access your account, please contact us at [email protected].