Return and Refund Policy
Return and Refund Policy
Last updated 28 August 2026.
Our 30-day return window
You have 30 days from the day your order is delivered to return it for any reason. This is more generous than the 14 days we are required to offer under the Consumer Contracts Regulations 2013, and it sits alongside your statutory rights rather than replacing them. Your separate legal right to cancel is set out on our Right of Withdrawal page.
Condition of returned items
To be accepted, an item must be unused, undamaged, and returned in its original packaging with any accessories, fittings or manuals included. You may of course unpack an item and inspect it, in the way you would in a shop. If an item comes back showing more wear than that inspection would cause, we may reduce your refund to reflect the loss in value.
Who pays return postage
Change of mind: you pay the return postage. We recommend a tracked service, as we cannot refund a return that does not reach us.
Faulty, damaged, or not what you ordered: we pay. We will send you a prepaid label or reimburse your postage, and refund you in full including the original delivery cost.
We do not charge restocking fees on any return.
How to start a return
- Email sales@lavishens.com with your order number and which items you are returning. If the item is faulty or damaged, attach a photograph.
- We will reply within one business day with the return address and, where applicable, a prepaid label.
- Post the item back to us, keeping your proof of postage.
Please do not send anything back before contacting us, as returns that arrive unannounced can take considerably longer to identify and process.
Refunds
We inspect and process returns within 2 business days of arrival, and email you to confirm. Your refund goes back to the original payment method. Your bank or card issuer then takes a further 3 to 10 business days to show it in your account, which is outside our control.
Where you paid by card and the card has since expired or been cancelled, tell us when you start your return so we can arrange an alternative.
Exchanges
The quickest way to exchange an item is to return it for a refund and place a new order, so that you are not waiting on our stock and the carrier in sequence. If you would prefer a direct exchange, email us and we will arrange it.
Items we cannot accept back
For hygiene or safety reasons we cannot accept returns of items that have been assembled and fixed to a wall or ceiling where doing so has damaged them, or of any item made or personalised to your specification. This does not affect your rights if such an item is faulty.
Faulty items after 30 days
Your rights under the Consumer Rights Act 2015 continue well beyond our return window. If an item develops a fault within six months of delivery it is presumed to have been faulty when sold, and we will repair, replace or refund it. Between six months and six years you may still have a claim, and we will always look at it. Email us with your order number and a description of the fault.
Order cancellations
If your order has not yet been dispatched we can cancel it and refund you in full. Email us as soon as possible with your order number.
Contact
Lavishens
Coleford, Gloucestershire, United Kingdom
sales@lavishens.com