Refund policy
At Betina Baby & Kids, your satisfaction means everything to us. We want you to shop with confidence, knowing we're here to help if something isn't quite right.
Your Right of Withdrawal (14 Days)
As a customer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, simply inform us of your decision before the 14 days expire — by email at support@betinababykids.eu, or by using the model withdrawal form available on our website.
Once you've told us, you have a further 14 days to send the item back to us.
Our Extended 30-Day Return Policy
In addition to your statutory rights above, we voluntarily offer a 30-day return window from the date of delivery. This is a goodwill policy and does not limit or replace your legal rights.
To be eligible for a return under this extended policy, items must:
- Be unused, unworn, and unwashed
- Have all original tags attached
- Be returned in their original packaging
- Be accompanied by proof of purchase
To start a return, please contact our Customer Care Team at support@betinababykids.eu before sending anything back, so we can issue you the correct return address and instructions.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except where the item is damaged, defective, or incorrect — in which case we cover the full cost of return. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Damaged, Defective, or Incorrect Items
We carefully inspect every order before shipment. If your item arrives damaged, defective, or if you receive the wrong item, please contact us as soon as possible — ideally within 7 days of delivery, though your legal guarantee rights apply for two years from delivery under EU law.
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the item
Once reviewed, we'll arrange a replacement or repair at no cost to you. Where that isn't possible or reasonable, you're entitled to a price reduction or a full refund.
Exchanges
Need a different size? We're happy to help. Exchanges may be requested within 30 days of delivery, provided the item remains unused, unworn, and in its original condition.
Non-Returnable Items
In line with EU consumer law, the right of withdrawal does not apply to:
- Personalised or custom-made products
- Gift cards
- Sealed items unsuitable for return for hygiene reasons, where the seal has been broken after delivery
Order Cancellations
If you contact us within 24 hours of placing your order, we can usually stop it before it ships. After that, your order will be dispatched — but you can still exercise your 14-day right of withdrawal once it arrives.
Lost Packages
If your package appears lost in transit, please contact us. We will work with the carrier to investigate and find the best solution for you.
Refunds
Once we've received and inspected your return, we'll notify you of the outcome.
For withdrawals under your 14-day right, we will refund you within 14 days of being informed of your decision, using the same payment method you used for the order. We may withhold the refund until we've received the goods back, or until you provide proof that you've sent them.
If you haven't received an approved refund after 14 days, please contact us at support@betinababykids.eu.
Questions?
We're always happy to help.
📧 support@betinababykids.eu
Thank you for choosing Betina Baby & Kids. We are honoured to be part of your little one's journey. 💕