Refund policy

RETURNS & REFUNDS POLICY

Last updated: March 2026

At LYC / LoveYours Collection, we want you to shop with complete confidence. This policy explains your rights and our procedures for cancellations, returns, refunds, and faulty goods.

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your statutory cancellation right (14 days — online orders)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for most items within 14 calendar days of the day after you receive your goods — without giving any reason.

Once you notify us of your cancellation, you have a further 14 days to return the items to us.

We will refund the standard delivery cost you paid. You are responsible for the cost of return shipping unless the item is faulty or misdescribed.

Exceptions — items that cannot be returned for change of mind

The 14-day cancellation right does not apply to:

  • Pierced earrings where the tamper-evident hygiene seal has been broken — for health and hygiene reasons, as permitted under the Consumer Contracts Regulations 2013 (Regulation 28(3))
  • Items that have been worn, used, damaged after delivery, or returned without their original packaging in an unsaleable condition

For clarity: breaking the hygiene seal on earrings removes your right to a change-of-mind return only. Your rights in relation to faulty or misdescribed goods remain fully intact regardless of whether the seal has been broken.

2. Your right to reject faulty or misdescribed goods (30 days)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not:

  • Within 30 days of delivery: You have the right to a full refund (the "short-term right to reject")
  • Between 30 days and 6 months: We will offer a repair or replacement first. If neither is possible, or fails, you are entitled to a full or partial refund
  • After 6 months: The burden shifts to you to demonstrate the fault existed at the time of delivery, but your rights continue for up to 6 years from delivery

Normal wear and tear, accidental damage after delivery, and damage caused by improper care or storage do not constitute faults under the Consumer Rights Act.

3. How to initiate a return

To return an item, please follow these steps:

  1. Contact us first — Email hq@loveyoursmedia.com with your order number, the item(s) you wish to return, and the reason (change of mind, faulty, misdescribed, etc.). We aim to respond within 2 working days.
  2. Wait for confirmation — Do not return items before receiving our return authorisation. Unauthorised returns may not be accepted.
  3. Pack securely — Return items in their original packaging where possible. Include your order number on a note inside the parcel.
  4. Ship the return — Unless the item is faulty or misdescribed, you are responsible for return shipping costs. We recommend a tracked service — we cannot be held responsible for items lost in transit on their way back to us.

Return address: Please await our response to receive the current returns address.

4. Condition of returned items

Items returned for change of mind must be:

  • Unworn, unused, and in their original condition
  • In original packaging with all labels, tags, and packaging materials intact
  • Free from perfume, make-up, or any signs of use

We reserve the right to refuse a refund or apply a deduction for any diminishment in value caused by handling beyond what is necessary to inspect the item.

5. Refund processing

  • Once we receive and inspect your return, we will notify you by email of the outcome
  • Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods (or proof of postage, whichever is earlier)
  • We do not offer exchanges — if you would like a different item, please place a new order
  • Refunds for faulty goods will include the full original order value including standard delivery charges
  • Refunds for change-of-mind returns will include the standard delivery charge (not express upgrades) but not return postage costs

6. Fox Fur Coats

  • Fox fur coats are high-value items and may be pre-ordered ahead of delivery
  • Your 14-day cancellation right applies from the date of delivery
  • Returns must be made with the original packaging and in resaleable condition. We reserve the right to refuse a refund if the item is returned in a condition that renders it unsaleable, without prejudice to your statutory rights
  • If a pre-order is materially delayed beyond the stated dispatch window, you may cancel for a full refund before dispatch

7. Pre-orders

By placing a pre-order, you agree to the estimated dispatch timeframe displayed at checkout. If we are unable to fulfil a pre-order within a reasonable period beyond the stated window, we will contact you to offer a full refund or an updated delivery estimate. You may cancel a pre-order at any time before dispatch and receive a full refund.

8. Mixed orders

If your order contains both in-stock and pre-order items, they may be shipped separately. Your cancellation and return rights apply independently to each item based on its individual delivery date.

9. Questions and complaints

For any returns, refund, or product quality queries, contact us at hq@loveyoursmedia.com with your order number and a description of the issue. We aim to respond within 2 working days and resolve all complaints within 5 working days.

Your statutory rights as a consumer are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits those rights.