Refund policy

Returns Policy

Effective Date: October 4, 2026

At Lavender Hill Hardware, we want customers to have a straightforward return experience. This Return Policy explains our return window, eligible returns, return method, return costs, exchanges, and replacement process.

1. Return Period

We accept eligible returns within 30 days of the date you receive your order.

To be eligible for a return, the return request should be made within this 30-day period.

2. Eligible Returns

We accept returns for both:

Defective products
Non-defective products

Customers do not need to provide a defect-related reason to request a return for an eligible non-defective product within the 30-day return period.

Products should be returned in an appropriate condition and with any applicable accessories or items supplied with the original order.

3. Free Returns

Eligible returns are free of charge.

We do not charge customers for the applicable return shipping cost, and we do not charge a restocking fee for eligible returns.

Restocking fee: £0

4. How to Return an Item

Returns are completed by mail.

Once your return has been approved, we will provide the applicable return instructions and return label.

Customers can download and print the return label and use it to send the item back to us.

Please package the item securely to help prevent damage during return transit.

5. Return Label

For eligible returns, we provide a return label that can be downloaded and printed.

Please use the provided return label when sending your return by mail. Using the correct label helps us identify and process the returned order efficiently.

6. Exchanges

We accept exchanges for eligible products.

If you would like to exchange an item, please contact our customer support team within the 30-day return period.

Replacement Process

For an approved exchange or replacement, we will ship the replacement once the original returned item has been scanned by the return carrier.

This means the replacement does not need to wait until the original item has completed its entire return journey before being dispatched.

7. Returned Items

Please ensure that the product is securely packaged when sending it back.

Where applicable, include the original product components, accessories, and other items that were supplied with the order.

If a returned item is damaged during return shipping because it was inadequately packaged, this may affect the return or exchange process where permitted by applicable law.

8. Statutory Consumer Rights

This Return Policy does not limit or exclude any statutory consumer rights that apply under UK law.

If a product is faulty, not as described, or otherwise fails to meet applicable legal requirements, you may have additional rights under UK consumer protection law.

9. Return Assistance

If you need help starting a return, obtaining your return label, arranging an exchange, or understanding the return process, please contact our customer support team.

Business Information

Business Name: Lavender Hill Hardware
Legal Business Name: Lavender Hill DIY Hardware Ltd
Business Contact: +44 20 7223 8330
Business Mail: info@lavenderhillhardware.shop
Live Chat Support: 24/7
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM
Business Address: 147 Lavender Hill, London SW11 5QL
Time Zone: Greenwich Mean Time (GMT)

Refund Policy

Effective Date: October 4, 2026

At Lavender Hill Hardware, we aim to process eligible refunds clearly and efficiently. This Refund Policy explains when refunds are issued, how they are processed, and when customers can expect the refunded amount to appear in their account.

1. Refund Eligibility

Refunds may be issued for eligible orders in accordance with our applicable return and cancellation terms.

For information about how to send an item back, please refer to our separate Return Policy.

2. Refund Processing Time

Once an eligible returned item has been received and processed, we generally process the refund within:

10 business days

The 10-business-day period begins after the returned item has been received and processed by our team.

3. Original Payment Method

Where possible, refunds are issued to the original payment method used for the purchase.

For example, if you paid by:

Credit card, the refund will generally be sent back to the applicable credit card.
Debit card, the refund will generally be sent back to the applicable debit card.
Shop Pay, the refund will generally be processed through the applicable payment method associated with the transaction.

4. Bank and Payment Provider Processing

After we process a refund, the time it takes for the funds to appear in your account may vary depending on your:

Bank
Card issuer
Payment provider
Shop Pay or other applicable payment processing service

Any additional processing time imposed by your financial institution or payment provider is outside our control.

5. Refund Confirmation

Once your refund has been processed, we may provide confirmation through the contact information associated with your order.

If you have not received the refunded amount after the applicable processing period, please contact us so we can help investigate the status of the refund.

6. Refund Amount

Where an order qualifies for a full refund, the applicable amount will be refunded according to the original transaction.

For eligible returns covered by our return policy, we do not charge a restocking fee.

7. Contact Us About a Refund

If you have questions about the status of a refund or believe you are entitled to a refund that has not been received, please contact our customer support team with your order information.