Политика возврата средств
Refund & Returns Policy
Your Statutory Rights
If you are based in the United Kingdom or European Union, you have statutory rights that apply in addition to any conditions set out below. Nothing in this policy affects those rights.
Right to Cancel (UK & EU Customers)
Under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your goods, for any reason, without needing to provide a justification. You must notify us of your intention to cancel within this 14-day window.
To exercise your right to cancel, please contact us at: lineageneedles@gmail.com
Once you have notified us, you have a further 14 days to return the goods. We will issue a full refund — including the original standard delivery cost — within 14 days of receiving the returned goods or proof of return, whichever is earlier.
Return shipping costs for change-of-mind cancellations are the customer's responsibility unless we have indicated otherwise. Items must be returned in their original condition.
Defective, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or not as described, you have the right to:
- A full refund, replacement, or repair (at our discretion and in accordance with your statutory rights)
- A refund of any reasonable return postage costs incurred
If your items were damaged in transit, please email lineageneedles@gmail.com with photographs of the damaged products and the contents of the packaging (not just the outer packaging). We will arrange a replacement where stock is available, or issue a full refund if it is not.
We will cover return shipping costs in all cases where the return is due to our error or a product fault.
Exchanges
Exchanges are available for defective or damaged items and are processed as a like-for-like replacement of the original item. If the original item is no longer available, a full refund will be issued instead.
How to Request a Refund or Exchange
Please contact us at lineageneedles@gmail.com with your order number and details of your request. We aim to respond within 3 business days.
Key changes made and why:
- Removed "all sales are final" — this is unlawful for UK and EU consumers under the Consumer Contracts Regulations / Consumer Rights Directive, which guarantee a 14-day cooling-off period for online purchases regardless of merchant policy.
- Added the 14-day cancellation right — mandatory for distance selling (online) in the UK and EU.
- Clarified refund timelines — EU/UK law requires refunds within 14 days.
- Original delivery costs — UK/EU law requires you to refund the standard delivery cost on a valid cancellation (not upgraded shipping).
- Statutory rights notice — legally advisable to include this so customers know their rights cannot be waived by your policy.