WHITES BEACONSFIELD LIMITED

Refund and Returns Policy

Revised draft Oct 26 | Effective from 2nd October 2026

This policy applies to orders placed on whitesbeaconsfield.co.uk by consumers. It does not affect your statutory rights.

1. Changing your mind

1.1 You can cancel your order, or any part of it, within 14 days of the day you receive it, without giving a reason. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.

1.2 To cancel, tell us by emailing support@whitesbeaconsfield.co.uk or via live chat, quoting your order number. You can use the model cancellation form at the end of this policy, but you do not have to.

1.3 If your order has already been dispatched, please return the items to Whites Beaconsfield Limited, 11 Penn Road, Beaconsfield, England, HP9 2PN within 14 days of telling us you are cancelling. You are responsible for the cost of returning the items. We recommend a tracked service, as items remain your responsibility until they reach us.

1.4 We will refund you within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is earlier. If you cancel your whole order, your refund will include the standard delivery charge you paid. We will refund you using the same payment method you used to pay.

1.5 We may reduce your refund to reflect any loss in value caused by you handling the items more than was necessary to establish their nature, characteristics and functioning.

1.6 Sealed hygiene products. For health protection and hygiene reasons, you cannot cancel for a change of mind once you have broken the seal on toothpaste, teeth whitening products or any other oral care product supplied in sealed packaging. Items that remain sealed can be returned as normal.

2. Subscriptions

2.1 If you have a subscription, your rights are set out in our Subscription Terms, which apply in addition to this policy.

2.2 In summary, you can cancel within 14 days of receiving your first subscription delivery under section 1. This right applies once, to your first delivery. Later renewal deliveries are not refundable for change of mind, including where you forgot to cancel. We email you 3 days before every renewal payment, and you can skip, change or cancel at any time in your account before the payment is taken.

2.3 This does not affect your rights if a subscription delivery is faulty, damaged, incorrect or does not arrive (sections 3 and 4).

3. Faulty, damaged or incorrect items

3.1 We are legally required to supply products that are of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or not what you ordered, please email photos and your order number to support@whitesbeaconsfield.co.uk. We will pay the reasonable cost of returning it if we ask you to.

3.2 Your rights under the Consumer Rights Act 2015 are, in summary:

(a) within 30 days of delivery, you can reject the item and receive a full refund, or ask for a replacement;

(b) after 30 days and within 6 months of delivery, you can ask for a repair or replacement. If that is not possible, or does not fix the problem, you are entitled to a refund; and

(c) after 6 months and up to 6 years (5 years in Scotland), you may still be entitled to a repair, replacement or some money back, depending on the circumstances.

3.3 Where you are entitled to a refund, we will process it within 5 working days of confirming this to you, using the same payment method you used to pay.

4. Lost or delayed orders

4.1 Items remain our responsibility until they are delivered to you. Orders are sent by Royal Mail. If your order has not arrived within the timescales in our Shipping Policy, please email support@whitesbeaconsfield.co.uk. We will investigate with Royal Mail and, if your order is lost, send a replacement or give you a full refund.

5. If you have not received your refund

5.1 If 10 working days have passed since we confirmed your refund and you have not received it, please email support@whitesbeaconsfield.co.uk. Please note your bank may take a few further days to process it.

6. Products bought through third parties

6.1 TikTok Shop: refunds and returns are handled through TikTok Shop, in the app or on the website. Please see the TikTok Shop Product Refund and Returns Policy.

6.2 Amazon: refunds and returns are handled through Your Account on Amazon. Please see the Amazon Returns and Refunds policy.

6.3 Superdrug Marketplace: refunds and returns are handled by Whites Beaconsfield in line with the Superdrug Marketplace Returns Policy. Please contact us at support@whitesbeaconsfield.co.uk quoting your Superdrug order number.

Model cancellation form

Complete and return this form only if you wish to cancel under section 1.

To: Whites Beaconsfield Limited, 11 Penn Road, Beaconsfield, England, HP9 2PN, support@whitesbeaconsfield.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number: ______________________________

Ordered on / received on: ______________________________

Name: ______________________________

Address: ______________________________

Signature (only if this form is sent on paper): ______________________________

Date: ______________________________