Refund policy

RETURN & REFUND POLICY

Last updated: April 16, 2026

1. OVERVIEW

We want you to be fully satisfied with your purchase.
This policy outlines your rights and our procedures regarding returns, refunds, and cancellations in accordance with applicable consumer protection laws in the European Union (EU) and the United Kingdom (UK).

2. RIGHT OF WITHDRAWAL (EU & UK CUSTOMERS)

If you are located in the EU or UK, you have the legal right to withdraw from your purchase within:

➡️ 30 days from the date you receive your order

You are not required to provide a reason.

To exercise this right, you must contact us at:
📧 info@latierylondon.com

3. RETURN CONDITIONS

To be eligible for a return:

  • The item must be unused

  • The item must be in its original condition and packaging

  • Proof of purchase is required

We reserve the right to refuse returns that do not meet these conditions.

4. RETURN PROCESS

To initiate a return:

  1. Contact us at info@latierylondon.com

  2. Provide your order number and reason (optional)

  3. We will provide return instructions

Returns sent without prior authorization may not be accepted.

5. RETURN SHIPPING COSTS

  • Defective, damaged, or incorrect items:
    ➝ We cover all return costs

  • Change of mind / withdrawal:
    ➝ Customer is responsible for return shipping costs

6. REFUNDS

Once we receive and inspect your return:

  • We will notify you of approval or rejection

  • If approved, your refund will be issued within:

➡️ 30 days

Refunds are made to the original payment method.

7. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Digital products (once delivered/downloaded)

  • Personalized or custom-made items

  • Items not suitable for return due to hygiene reasons (if applicable)

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

You must contact us within:

➡️ as soon as possible after delivery

We will:

  • Replace the item at no cost, or

  • Issue a full refund

We may request photo evidence to process your claim.

9. MISSING OR LOST ORDERS

If your order has not been delivered within the expected timeframe:

  • Contact us at info@latierylondon.com

We will:

  • Investigate with the carrier

  • Provide a replacement or full refund if necessary

10. LATE OR MISSING REFUNDS

If you have not received your refund:

  1. Check your bank account

  2. Contact your payment provider

  3. Contact us at info@latierylondon.com

Processing times may vary depending on your bank.

11. ORDER CANCELLATIONS

Orders may be cancelled:

  • Before they are processed or shipped

If already shipped:

  • You must follow the return process

EU/UK customers retain their 30-day withdrawal right. (Legal 14 days, we offer 30 days).

12. ABUSE OF POLICY

Returns may be declined if they do not meet the conditions outlined above:

  • Fraudulent claims

  • Repeated abuse of return policy

  • Suspicious activity

13. CONTACT

For all return and refund inquiries:

📧 Email: info@latierylondon.com
📞 Phone: +351 918 274 591

Response time: 24–48 hours