CANCELLATION & RETURNS PROCESS

1.   Instructions on withdrawal

Right of withdrawal (EU only)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise your right of withdrawal, you may use our online “Withdraw from Contract Here” function HERE. You may also inform Bentley Collection of your decision to withdraw by making a clear statement communicating your decision to withdraw from the contract. If you use our online withdrawal function, we will send you an acknowledgement of receipt without undue delay by electronic means. The acknowledgement will include the details of your withdrawal and the date and time at which it was submitted.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You must send the Goods back to us without undue delay and in any event no later than 14 days from the date on which you informed us of your decision to withdraw. The deadline is met if you send the Goods before the 14-day period has expired. You will bear the direct cost of returning the Goods unless we have agreed otherwise. You are responsible for any diminished value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. Where possible, please return Goods in their original packaging and with any tags and labels attached.

Alternatively, Bentley can provide a returns label which will be charged separately. Please tick the relevant box within the “Withdraw from Contract Here” form if interested. You will then be contacted via email with courier and payment details.

The statutory right of withdrawal does not apply to Goods made to your specifications or which are clearly personalised, subject to applicable consumer law.

End of instructions of withdrawal

2.    Bentley’s voluntary 28-day returns policy (UK & Rest of world)

In addition to your statutory rights, Bentley offers a voluntary returns policy allowing eligible Goods to be returned within 28 days of receipt. This voluntary policy does not affect your statutory rights, including your statutory right of withdrawal described above.

You may cancel your order without having to give a reason for up to 28 days after the date upon which you received the Goods, provided you return Goods that you do not wish to keep in the condition in which they were received. Returns and exchanges can be requested through the Order section in your Account or through contacting Sales@TheBentleyCollection.com. Any shipment sent by the customer without completing a return request will not result in a refund.

Returns must be packaged in the original packaging with tags and labels in place. Please note that the removal of tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances. If based outside of the UK, you will bear the direct cost of returning the Goods unless we have agreed otherwise. You are responsible for any diminished value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Once we have received the Goods, we will credit the payment card used for payment of your original order with the value of the goods in £ sterling (GBP) or, if you prefer, replace the Goods with alternative goods. Where a return is made under Bentley’s voluntary 28-day returns policy rather than under a statutory right of withdrawal, original delivery charges and any costs incurred to return your order will not be refunded. Complimentary returns are restricted to UK orders only. 

Refunds and exchanges on purchases made with a promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.

Where Goods are returned under Bentley’s voluntary 28-day returns policy, they must be returned in the condition required by that policy. This does not affect your statutory rights in relation to faulty, damaged or non-conforming Goods. We will not be responsible for returned Goods that are lost or damaged in transit.