Refund policy
Returns & Refund Policy
We want you to be pleased with your Lords & Ladies Club purchase. If something isn’t right, please contact us at Lordsandladiesclubltd@gmail.com.
Change-of-mind returns
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After notifying us that you wish to cancel, you then have 14 days to return the goods.
To start a return, please email Lordsandladiesclubltd@gmail.com with your name, order number and details of the item you wish to return. We will provide the appropriate return instructions and return address.
Please do not send a return to an address without contacting us first.
Unless an item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning it.
You may inspect the product as you reasonably would in a shop. We may make an appropriate deduction from the refund if the product has been handled beyond what is necessary to establish its nature, characteristics and functioning and its value has been reduced as a result.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If your item is damaged, faulty, incorrect or not as described, contact us as soon as possible at Lordsandladiesclubltd@gmail.com.
Please include your order number and, where appropriate, photographs showing the problem. We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.
Refunds
For a valid change-of-mind cancellation, we will refund the amount due, including any standard outbound delivery charge that you paid. If you selected a more expensive delivery method, we are not required to refund the additional amount above our standard delivery cost.
We may withhold the refund until we receive the returned goods or you provide evidence that you have returned them, whichever occurs first. Refunds will be made within the applicable statutory timeframe and normally to the original payment method.
Personalised and custom-made products
Certain goods made to a customer’s individual specifications or clearly personalised may not qualify for the statutory change-of-mind cancellation right. Where this applies, it will be made clear before purchase. This does not affect your rights where goods are faulty, damaged, incorrect or not as described.
Your statutory rights
Nothing in this policy limits or excludes any rights you have under UK consumer law.
That reflects current UK guidance: online customers generally have 14 days from receipt to notify you of cancellation and another 14 days to return the item; standard delivery charges are also refundable where applicable. Faulty, misdescribed or unfit goods have separate protections.