Returns And Refund Information
This Refund Policy explains the process for requesting a return, reviewing product concerns and receiving approved refunds when shopping with Lather & Hook.
1. Refund Overview
We aim to provide clear information about our refund process and support customers with eligible requests relating to purchased products. Refund requests are reviewed individually based on the order details, product condition and applicable requirements.
2. Request Period
Customers may contact us regarding a return or refund request within 14 days of receiving their order. Please contact our team as soon as possible and provide your order details together with information about the request.
3. Eligible Refund Conditions
Refund requests may be considered where:
• The item received is incorrect.
• The product has a confirmed quality issue.
• The product remains unused and in its original condition where a
return is required.
• The request is submitted within the applicable timeframe.
4. Items Not Eligible For Refund
Refunds may not be available for items that have been used, damaged after delivery due to customer handling, modified, or returned without the required information needed to review the request.
5. Refund Request Process
To request a refund, please contact our customer support team with:
• Order reference details
• Customer name and contact information
• Description of the request
• Relevant photographs or supporting information where applicable
Our team will review the request and provide further instructions.
6. Return Arrangements
Where a return is required, customers will receive information about the return process after their request has been reviewed. Products should be returned in suitable condition and securely packaged to help prevent damage during transportation.
7. Refund Approval Time
Once a refund request has been approved, refunds are normally arranged within 5 working days. The time required for the refunded amount to appear may vary depending on the customer’s financial institution.
8. Refund Method
Approved refunds will be issued using the original payment method used for the order. Customers will receive confirmation once the refund has been processed.
9. Delivery Related Issues
If an order arrives damaged or there is an issue with the delivered items, please contact us promptly after delivery so we can review the details and provide appropriate assistance.
10. Order Cancellation Requests
Cancellation requests should be submitted as soon as possible after placing an order. Requests received before dispatch will be reviewed where possible. Once an order has been dispatched, cancellation may not always be available.
11. Contact Information
For refund enquiries or assistance with an order, please contact:
Email:
support@latherhook.co.uk
Phone:
+44 24 7681 3655
Address:
14 Coronation Buildings,
Gilroy Road,
Merseyside,
Wirral,
England,
CH48 6DP