Refund policy

# Return & Refund Policy

**Last updated: 19/05/2026

## 1. Overview

We aim to ensure every customer is satisfied with their purchase. If you are not entirely happy with your order, you may be eligible for a return or refund in accordance with this policy and your statutory rights under UK law.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

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## 2. Returns (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within **14 days** of receiving your goods without giving any reason.

To be eligible for a return:

* Items must be unused, unworn, and in their original packaging
* All tags must be attached (if applicable)
* Items must be in a resalable condition

You must notify us within **14 days** of receiving your order, and return the goods within **14 days** of notifying us.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

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## 3. Non-Returnable Items

We do not accept returns for:

* Personalised or custom-made items
* Perishable goods
* Hygiene-sensitive items (if opened or used)
* Items marked as “final sale” or “non-returnable”

This does not affect your rights if the item is faulty or not as described.

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## 4. Faulty or Incorrect Items

If your item arrives damaged, defective, or not as described, please contact us within **48 hours of delivery** with clear photos and details.

If the fault is confirmed, you are entitled to:

* A replacement, or
* A full refund, including standard delivery costs

We may request that the item is returned before issuing a refund or replacement.

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## 5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

* Refunds will be processed to your original payment method within **5–10 business days**
* Shipping costs are only refunded where the item is faulty or incorrect

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## 6. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at [your email].

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## 7. Late or Missing Refunds

If you haven’t received a refund:

1. Check your bank account again
2. Contact your card provider (processing may take time)
3. Contact your bank

If you’ve done all of this and still have not received your refund, contact us at [your email].

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## 8. Right to Refuse Returns

We reserve the right to refuse returns that:

* Are sent outside the return window
* Are not in original condition
* Show signs of use, wear, or damage not caused by us
* Do not meet the return requirements stated above

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## 9. Contact

For returns or refund queries, contact:
**Email:** Lavish.London1@proton.me

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