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REFUND POLICY.

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At LonelyLlama.co.uk, we strive to provide high-quality products and excellent customer service. Your satisfaction is our priority, and we aim to address any concerns promptly and fairly. Please read our refund policy carefully to understand your rights and our responsibilities regarding returns and refunds.

1. Eligibility for Refunds

Refunds may be issued in the following situations:

  • The product arrived damaged or defective.

  • The product does not match the description provided on our website.

  • The wrong item was received.

Refunds will not be provided for the following:

  • Buyers remorse or change of mind.

  • Incorrect addresses provided at checkout.

  • Delays caused by shipping carriers.

2. Products Fulfilled by Printful

Our shop uses Printful, Inc. for fulfilment and shipping of many of our items. Printful's refund policy applies to these products, and it includes the following provisions:

  • Damaged or Defective Items: If an item arrives damaged, defective, or with a manufacturing error, Printful will issue a replacement at no cost. Claims must be submitted with photo evidence within 30 days of receipt of the item.

  • Lost Packages: If an item is lost during shipping, Printful will cover the cost of a replacement or refund if tracking information confirms the package was not delivered.

For more details on Printful's policies, please visit their Return Policy page.

3. How to Request a Refund or Return

To initiate a return or refund, please follow these steps:

  1. Contact Us: Email us at LonelyLlamaContactUs@gmail.com with the subject line: Refund Request. Include your order number, a description of the issue, and any supporting evidence (e.g., photos of damaged items).

  2. Review Process: Once we receive your request, we will review it and respond within 3-5 business days.

  3. Resolution: If your refund request is approved, the refund will be processed to your original payment method within 7-10 business days. For replacements, the new item will be shipped out promptly.

4. Non-Refundable Items

Certain items are non-refundable due to their nature or customization. These include:

  • Personalized or custom-made items, unless they arrive defective or damaged.

  • Sale or clearance items.

5. Return Shipping

In cases where items need to be returned:

  • If the error is on our part (e.g., wrong or damaged item), we will cover the cost of return shipping.

  • For other eligible returns, the buyer is responsible for return shipping costs.

6. Contact Information

If you have questions about this policy or need assistance, please don't hesitate to contact us at

 

LonelyllamaContactUs@gmail.com

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