If you are buying any Product from us as a consumer then the following provisions apply.
If you do not want the Product, our Cancellation and Returns Policy will apply and you must tell us within 14 days of receiving it and cancel this contract using our Cancellation and Returns Form or emailing us at firstname.lastname@example.org. After that period has expired, you have no right to cancel.
At present we are not able to offer exchanges, however you can request a refund, which we will make through the payment method you used when buying the Product.
You may cancel your order before we despatch it and in that event, we will refund you the amount you have paid us through the payment method you used when buying the Product.
Refunds will be issued only upon our receipt of the returned Product in unused, original condition, in the original packaging and with all original labels and original tags attached and with any seals present unbroken and intact.
We do not offer a free returns service, so you will be responsible for the cost of returning a Product/Products to us at Lena Maye Ltd, PO Box 73378, London W3 3GE.
IMPORTANT: Please use Royal Mail to return the Product/Products to us, as this is the only carrier our P.O Box address will accept.
You will need to ensure that the return is suitably packed to avoid damage and we recommend that you insure the Product to its full value whilst it is in transit to us.
We suggest that you obtain a Certificate of Posting or other proof that you have sent the Product to us, as you may need this to claim on any insurance policy you take up. We recommend that you use signed for delivery for added protection.
We will only issue a refund when the Product has been returned to us and we will thoroughly inspect all returned Products before issuing any refund to ensure that they comply with these Terms. We will not reimburse your return costs.
We may reduce the amount we refund to you in the following circumstances:
o you have used and enjoyed the Product;
o you do not tell us in a timely manner;
o if the individual packaging has been opened;
o if we gave you a discount when you made your order because the Product was old (expiring) or damaged.
o If you have used or damaged the Product, you may not be entitled to a refund.
If you receive a Product which:
o is of unsatisfactory quality; or is not fit for its purpose; or
o does not match the description of the Product that you ordered from us; or
o has faults when it is delivered to you; or
o has been damaged in transit,
you must tell us, by emailing us at email@example.com or by writing to us at Lena Maye Ltd, PO Box 73378, London W3 3GE as soon as possible and within 30 days of delivery to arrange for its return. If sending by post, get proof of posting free from the post office.
We may ask for photographic evidence of any issue, and the Product must not be returned until you have heard from us. We will pay the reasonable return shipment costs.
You agree that, for the purposes of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we may confirm the terms of the agreement between you and us and the Product we are selling by email. Any failure to comply with these provisions may mean that your right to a refund is lost.
If you are not buying as a consumer we will not accept returns.
All returns should be sent to:
Lena Maye Ltd, PO Box 73378, London W3 3GE
You must include the date of your order; the order number; your name and address, and tell us what Product you are returning and why, our Cancellation and Returns Form or by emailing firstname.lastname@example.org
Please see further details of our Cancellation and Returns Policy as shown on Our Terms and Conditions.