Refund policy
RETURNS & REFUNDS POLICY
We want you to love your purchase from BE HYDROGEN. If anything goes wrong or you’re not completely satisfied, here’s how our returns and refunds process works.
Problems with your order:
If there’s an issue with your order (for example damaged product, missing items or incorrect delivery) please get in touch with our Customer Support Team via support@behydrogen.co.uk within 48 hours of your tracking showing your parcel as delivered. We will need clear photos of the packaging, the label and the product as delivered so we can investigate.
Missing Items:
If your package arrives missing items you must notify us within 48 hours of delivery. Failure to do so may mean we’re unable to send a replacement or refund the missing items.
Expiry dates:
All our products are sold with at least 90 days remaining before their best before end (BBE) date unless we clearly state otherwise on the product page. We expect customers to use the products promptly after receiving them. If a product was clearly marked with a shorter expiry on the product page and it was delivered in line with that, we cannot offer a refund or replacement on that basis alone.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your item(s) and let you know if your refund is approved or rejected. If approved, the refund will be issued back to your original payment method and may take between 7-10 working days to appear in your account depending on your bank.
Please note: you are responsible for the return shipping costs unless the return is due to our error. Returns should be sent via a trackable service, we cannot refund items lost in transit without tracking information.
We cannot refund any item if:
- The item is not in its original condition, damaged or has missing parts for reasons not due to our error.
- The item is returned more than 30 days after delivery.
- The return does not include a note detailing your name, order number, reason for return and product name/quantity.
Changed your mind?
If you simply change your mind and the order has not yet been dispatched, let us know as soon as possible. If the order has already been shipped and you return it via rejection on delivery or send it back at your cost, we will refund the product cost only, shipping costs are non-refundable.
BE HYDROGEN cannot guarantee that we will be able to cancel an order before dispatch once it has been placed.
Late or missing refunds (if applicable):
If you haven’t received a refund within 10 working days of approval, first check your bank account, then contact your credit card company or bank. If you’ve done these and still haven’t seen the refund, please contact us with your order details and refund approval email.
Contact us:
For any other queries about your return, please email support@behydrogen.co.uk. Our team will help you as quickly as possible.
