Return, Refund & Cancellation Policy

Last updated: 10 August 2026

1. Order cancellation and modification

You can cancel or modify your order free of charge as long as it has not been dispatched. Contact us as soon as possible at support@lysby.com with your order number. Once the order has been dispatched, it can no longer be modified, but you can use your right of cancellation described below.

2. Returns

As a UK consumer, you have 14 days from the day you receive your order to notify us that you wish to cancel it, without giving any reason, in accordance with the Consumer Contracts Regulations 2013. You then have a further 14 days to return the item.

To start a return, email us at support@lysby.com with your order number and the reason for the return. We will reply with the return instructions and the return address. Please do not send your purchase back without contacting us first: the return address is not the address on the parcel.

To be eligible for a full refund, the item must be unused, in the same condition that you received it, and in its original packaging. You may inspect the item as you would in a shop, but a deduction may be made if the value of the goods has been reduced by more than the handling necessary to examine them.

3. Refunds

Once your cancellation is confirmed, or your return is received and inspected, we will notify you by email and process your refund to your original payment method within 14 days. Where a return is not required, the refund is made within 14 days of your cancellation notice.

4. Late or missing refunds

If you have not received your refund yet, first check your bank account again, then contact your card issuer or bank: processing times vary and it may take a few days before the refund is posted. If you have done all of this and still have not received your refund, contact us at support@lysby.com.

5. Exchanges

We only replace items free of charge if they are defective or damaged on arrival, or if you received the wrong item. In that case, email us at support@lysby.com with your order number and photos of the item received, and we will send a replacement or refund you, at your choice, in accordance with the Consumer Rights Act 2015.

6. Return procedure and shipping costs

Unless the item is faulty or not as described, the direct cost of returning the item is your responsibility. We recommend using a tracked shipping service, as we cannot issue a refund for a return that never reaches us.

7. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (goods must be of satisfactory quality, fit for purpose and as described) or the Consumer Contracts Regulations 2013 (14-day right to cancel distance purchases).

8. Contact

For any question about this policy or an ongoing return: support@lysby.com