Refund policy

I want you to love what arrives from Lavender & Lemon. If something isn't right, here's how returns and refunds work. This policy applies to orders placed on lavenderlemon.co.uk and delivered within the UK. It sits alongside your legal rights as a consumer, which it never reduces.

Changed your mind?

You have 14 days from the day you receive your order to tell us you'd like to return it, for any reason. Once you've told us, you then have a further 14 days to send it back.

To start a return, email hello@lavenderlemon.co.uk with your order number. The date you contact us is the date your return counts from, so it's worth getting in touch first even if your parcel isn't ready to post yet.

You're welcome to inspect your items as you would in a shop, including opening the outer packaging. If an item has been used beyond that (a candle that's been burned, a cleaner that's been decanted, a soap that's been lathered) we may reduce your refund to reflect its reduced value.

Please send returns to:

Lavender & Lemon Ltd.
The Gallery, Level 1
Hatherleigh Place
Abergavenny NP7 7RL
United Kingdom

You'll need to cover the cost of return postage on a change-of-mind return. We recommend a tracked service and keeping your proof of posting, as we can't refund items that don't reach us and can't be shown to have been sent.

Items we can't take back once opened

Because they're personal care and hygiene products, we can't accept a change-of-mind return on soaps, essential oil blends, and similar sealed items once the seal has been broken. If the seal is intact, they can be returned like any other item. Custom or personalised items and gift cards can't be returned.

None of this affects your rights if an item is faulty, see below.

Refunds

Once your return arrives, we'll check it over and email you to confirm. Your refund goes back to your original payment method within 14 days of us receiving the item (or of you sending us proof you've posted it, if that's sooner). We usually manage it faster than that.

On a change-of-mind return we refund the item and the standard delivery charge you paid. If you chose a faster delivery option, we refund the standard rate only. Return postage isn't refunded.

Your bank or card provider may take a few extra days to show the refund. If it's been more than 14 days since we confirmed your return and nothing has appeared, email hello@lavenderlemon.co.uk or call 01873 568 804 and I'll chase it.

Exchanges

Rather than running a separate exchange process, the quickest route is to return the item you have and place a new order for the one you'd like. That way the new item is on its way straight away rather than waiting for the return to reach us.

Damaged, faulty or wrong items

I pack every order myself, but things can go wrong in the post. Please check your parcel when it arrives and, if anything is damaged, faulty or not what you ordered, email hello@lavenderlemon.co.uk within 30 days with your order number and a photo. A picture helps me sort it quickly and take it up with Royal Mail where needed.

Under the Consumer Rights Act 2015, you're entitled to a full refund, including your original delivery charge, if you reject a faulty item within 30 days of receiving it. Alternatively, I can send a replacement if you'd prefer. After 30 days, you can still ask for a repair or replacement, or a refund if that isn't possible. Either way, return postage for a faulty item is on us, and we'll never reduce a refund for use or opened packaging.