Refund policy

Cancellation, Returns and Refunds

This and the following paragraph apply if you buy as a consumer as defined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”). Provided the Regulations apply to the transaction concerned, then the following terms apply to the contract.

We now inform you that information relating to all aspects of our Goods is not in this document but in our marketing material, whether that is in the medium of Our Website or in hard copy.

Cancellation:

The following rules apply to the cancellation of your order:

• If you have ordered Goods, but have not received them, you may cancel your order without giving a reason, at any time within 30 days of your order.
• You will have no obligation and we will return your money.

Returns or Exchange for non-defective products:

• If you have ordered Goods, and received them, you may cancel your order at any time within 30 days of the date you received them.
• You must tell us that you wish to cancel.
• You must also send the Goods back to us within that same 30-day period.

We will return your money or exchange the goods subject to the following conditions:
a) we receive the Goods in a condition in which we can re-sell them at full price, in new unopened, unused condition, with labels and packaging intact.

b) you comply with our procedure for returns and refunds. We cannot return your money unless we know who sent them.

c) you indicate clearly whether you wish to exchange the goods for an alternative offer or request a refund.

The option to cancel your order is not available:

a) if you purchase sealed goods which relate to health or hygiene, and they become unsealed after delivery, or cannot be re-sold for some other reason;

b) if they are a hard medium for a product in soft copy, which comes to you sealed and is returned to us unsealed.

c) if the Goods are somehow mixed with other goods so that we cannot identify or easily separate them.

You are responsible for the cost of returning the Goods. We have no obligation to refund you, your cost of re-packing and returning the Goods.

In any of the above scenarios, we will return your money or exchange the goods within 14 days.

Liability for Subsequent Defects

Please examine the Goods received from us immediately after you receive them.
If you do not tell us of any defect or problem within 30 days of receipt of the Goods, we shall assume that you have accepted them.

The procedure to return the faulty Goods is as follows:
a) the Goods must be returned to us as soon as any defect is discovered but not later than 30 days from original receipt.

b) please follow the returns procedure which we will send to you as soon as you notify us that you wish to return them. Please email returns@lombardismith.com

We will return your money subject to the following conditions:

• we receive the Goods with labels and packaging intact.
• you comply with our returns procedure.
• We cannot return your money unless we know who sent them.
• Please tell us clearly what the fault you complain of, when it first became apparent, and other information to enable us to identify or reproduce it.

If any defect is found, then we shall:
a) repair or replace the Goods, or
b) refund the full cost you have paid including the cost of returning the Goods.