LAVENDER LOBSTER LTD RETURNS POLICY

We hope that you enjoy the purchases you make from Lavender Lobster Ltd. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

How to Return an Item 
As an alternative to the return options provided by your statutory rights, customers may return items purchased from Lavender Lobster Ltd under this Returns Policy in accordance with the following terms:
1. Returns made under this Returns Policy must be made within 14 days of delivery of an item.
2. Items to be returned must:
a. Items must be unused, unworn, and in the condition they were received. Made to order items are not
eligible for returns.
3. To start the returns process, you should email us at laura@thelavenderlobster.com requesting a return in
accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and
details of the item(s) you want to return.  

Entitlement to a Refund
When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to
a full refund of the price you paid for the item(s): 
1. Taking into account any discounts that were applied at the time of purchase.
2. Exclusive of any shipping costs paid.

Processing Returns
Once we have received an item you wish to return:  
1. We will check the item you have returned within, wherever possible, 5 days.
2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns
Policy: 
a. We will let you know that your return has been received and accepted. 
b. You will receive a refund via your original payment method, usually within 10 days of a return being
accepted. Or, if an exchange is available and agreed to instead, your new item will be delivered to you
within our usual delivery timeframes.
3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns
Policy:
a. We will let you know why your return has not been accepted. 
b. We may offer a reduced refund (e.g. if an item is returned damaged).
c. You will have the option to take the item back (note that you may be required to pay for shipping if
necessary).

Exchanges
If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you
should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to
exchange your item for a new item and specify exactly which item you wish to exchange for. Then: 
1. If the requested exchange is possible, we will send the new item to you once the item being returned has
been received.

2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price),
we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item
from us by starting a new purchase.

A Customer’s Statutory Rights 
The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this
Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional
returns option.
 
A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a
product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply
change your mind and cancel your order in certain circumstances (i.e. your cancellation rights). 
 
Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether
you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital
content or other items. For more information on your rights in relation to your purchase:
1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the
purchase process.
2. You can contact us at laura@thelavenderlobster.com to request a copy of the relevant Terms and Conditions, to
ask which of our Terms and Conditions are applicable to your purchase, or