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Returns and Refund Policy – Lavender Needle

This policy applies exclusively to online purchases made via lavenderneedle.com.

1. Custom-Made Products

All custom-made products (including wedding dresses, veils, capes, blouses, and other items made to order) are exempt from the right to cancel under the Consumer Contracts Regulations 2013. Therefore, no returns or exchanges are possible unless the product is found to be faulty.

Please note:
Even if certain products are displayed on the website, they are only made after an order is placed and are considered custom-made.

2. Jewellery and Hair Accessories (Headpieces)

For ready-made items, such as jewellery and hair accessories (headpieces), customers have the right to cancel and return their purchase within 14 calendar days from the date of delivery, provided that:

  • the item is unused,
  • returned in its original, undamaged packaging,
  • includes all original tags, labels, and security attachments.

The customer is responsible for the return shipping costs, unless the product is faulty. Refunds will be issued within 14 days after the returned item is received and inspected to confirm that the conditions above are met.

3. Faulty or Damaged Products

If you receive a faulty or damaged product, you are entitled to:

  • a free repair,
  • a replacement,
  • or a full refund of your purchase price, as per the Consumer Rights Act 2015.

Faulty or damaged products must be reported as soon as possible after delivery by contacting us via email or using the contact form.

4. Alterations and Adjustments

For custom-made items, you are entitled to free alterations if the product does not match the agreed measurements or contains any errors in craftsmanship. Alterations are carried out by appointment.

5. Contact Us

If you have any questions or wish to request a return or alteration, please contact us: