Refund & Returns Policy
Last updated: October 22, 2026
At YouBeCard, your satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help.
1. Returns
We accept returns within 14 days of the delivery date for both defective and non-defective products, subject to applicable law.
To be eligible for a return, your item should be:
- New and unused
- In the same condition that you received it
- In its original packaging where applicable
- Accompanied by all accessories, manuals, and other items originally supplied with the product
Products that have been used, damaged, altered, or are not in their original condition may not be eligible for a return, except where the issue is due to a defect or damage or where applicable law provides otherwise.
2. Statutory Cancellation Rights
For most online consumer purchases in the UK, you have a statutory right to cancel your order within 14 days of receiving the goods without giving a reason. After notifying us of your cancellation, you generally have a further 14 days to return the goods.
These statutory rights apply separately from our return process and are not intended to limit any consumer rights that cannot legally be excluded.
3. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Personalized or custom-made products
- Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been opened
- Products that have been used, damaged, or altered after delivery, unless the issue is due to a defect or applicable law provides otherwise
This does not affect any statutory consumer rights that cannot legally be excluded.
4. How to Initiate a Return
To start a return, please contact us within 14 days of receiving your order:
- Email: [email protected]
- Address: 23 Queen Square, London, WC1N 3BG, United Kingdom
Please provide your order number and the reason for your return. If your item is damaged, defective, or incorrect, please also provide clear photographs where applicable.
Once your return is approved, we will provide instructions on how to return the item by mail.
A return label will be included and return shipping will be provided free of charge for eligible returns.
Please do not send a return to our business address unless we have specifically instructed you to do so.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.
If approved, we aim to process your refund within 7 business days and apply it to your original payment method.
Where a refund is required under applicable UK statutory consumer law, it will be processed within the legally required timeframe.
There are no restocking fees for eligible returns.
Please note that it may take additional time for your bank or payment provider to post the refund to your account.
6. Late or Missing Refunds
If you haven’t received your refund after 7 business days from the date it was processed, please:
- Check your bank account again.
- Contact your payment provider or card issuer, as it may take additional time for the refund to appear.
- Contact your bank if necessary.
- If you have completed these steps and still have not received your refund, contact us at [email protected] .
7. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
Please provide your order number and, where applicable, clear photographs showing the issue.
Once the claim has been reviewed and confirmed, we may provide an appropriate solution, which can include a replacement or a full refund, subject to your statutory rights.
Eligible return shipping costs will be covered by YouBeCard.
8. Exchanges
We accept exchanges for eligible products, subject to product availability and applicable consumer rights.
If you need to exchange an item for the same product, please contact us at [email protected] .
9. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will make reasonable efforts to cancel the order before dispatch. If the order has already been dispatched, the applicable cancellation and return procedure will apply.
10. Consumer Rights
Nothing in this Return & Refund Policy affects your statutory rights under applicable UK consumer protection law.
If a product is faulty, not as described, or does not meet the requirements applicable to consumer purchases, you may have additional rights under UK law.
11. Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
YouBeCard
23 Queen Square
London, WC1N 3BG
United Kingdom
Email: [email protected]