Return and Refund Policy
We know that you will be super happy with your Lucy AR Designs purchases. However, we totally understand there may be occasions when you will need to return items to us or request a refund. Our policy lasts the usual 30 days, which start when your order is placed. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. Should you need to discuss your circumstances further please contact us.
We suggest you return items in the original, secure packaging to avoid any damage in transit. When returning any items to us, we also advise you to use recorded delivery or a delivery service that can be tracked and traced. We are not liable for returns lost in transit this does not affect your Statutory Rights. Once we receive your return, we will notify you of receipt and discuss the next steps.
1. Non Receipt of Items
If you have not received your item after 14 Working days from your despatch confirmation, you must inform us via email to firstname.lastname@example.org or via the contact form. We will be able to investigate this as we use a ‘Scan on Delivery’ service which informs us of all successful deliveries. Once our carriers confirm non receipt, we can then refund you. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed.
2. Items Damaged in Transit
Lucy AR Designs endeavours to package your items securely do to the fragile nature of the frame. However, if any items are damaged in transit, we ask that you report it to us within 14 working days for us to review. Once confirmed, items should be returned in their original packaging complete with the documentation. Once received, we will then discuss issuing a replacement or refund to you via your original payment method.
If the item gets damaged in Transit during a return back to us, we will not be able to accept it. We suggest you return items in the original, secure packaging.
3. Unhappy with Product
Lucy AR Designs has tried to present my products to an exact liking online. However, we understand how frustrating it can be ordering online. Should you feel that your order is dissimilar to the product’s online presentation please contact us via email or the contact form. We can then discuss this and come up with a solution you’re happy with.
Should you need to return your product, we will inspect it upon arrival. We will then notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
4. Wrong Item
When creating and dispatching orders, Lucy AR Designs is extremely careful. We ensure your order is 100% and fabulous, however, mistakes happen. Please report a wrong item within 14 days using pictures to show us the item you have received. Once we have verified the fault, we will endeavour to fix this solution ASAP! We'll issue a replacement or full refund to you via your original payment method.
5. Late or missing refunds
If you don’t think you have received a refund yet, please check your bank first to be 100% sure before contacting us.
Please note it can take 10 working days for a refund to appear if you used a credit card.
6. Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
If you would like to exchange an item please contact us to discuss.
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