Returns and Refunds Policy
1. Introduction
This Returns and Refunds Policy outlines the procedures and conditions for returning items purchased from LT Design Works, a trading name of LSBL Retail Limited. By purchasing from our website, you agree to the terms set out in this policy.
2. Nature of Our Products
Most of our products are printed or produced on demand, meaning each item is made specifically for your order. As such, they are considered bespoke or personalised under UK consumer law. This means that, in most cases, you are not entitled to cancel or return your order once production has begun, except where an item is faulty or not as described.
3. Statutory Right to Cancel
In accordance with UK consumer law, customers generally have the right to cancel an online order within 14 days of delivery. However, this right does not apply to goods made to the consumer’s specifications or clearly personalised. Because our products are made on demand, this exemption applies to most orders placed with LT Design Works.
We will always comply with applicable consumer protection laws. If you believe your order does not fall within the personalised goods exemption, please contact us to discuss your situation.
4. Faulty or Damaged Items
If an item arrives damaged or faulty, please contact us within 7 days of delivery with photos and a description of the issue. We will arrange for a replacement, repair, or refund as appropriate. Faults caused by misuse, neglect, or normal wear and tear are not covered.
5. Return Authorisation
All returns must be pre-approved by contacting our customer service team at sales@lsbl-retail.co.uk. We will provide return instructions and a return reference if your request qualifies. Returns sent without prior authorisation may not be accepted.
6. Refunds
Approved refunds will be processed to your original payment method within 5–10 business days of receipt and inspection of the returned item (where applicable). Shipping costs are non-refundable except where an item is faulty, incorrect, or sent in error. No refunds will be given where there is any indication that a product has been used, worn, or handled in a way that makes it no longer in a resellable condition. Customers who purchase multiple sizes of the same product for the purpose of trying on and returning non-fitting items are not eligible for refunds or exchanges under any circumstances. It is the customer’s responsibility to ensure that the product purchased fits correctly. Refunds will only be issued where the product does not conform to the sizing table provided in the product description, allowing for a manufacturing tolerance of up to 2.5 centimetres (1 inch). In all other cases, customers must check and confirm their measurements against the sizing information before placing an order. Some products, particularly those made from natural fibres, may experience minor shrinkage during washing. A shrinkage of up to 5% is considered normal and may require gentle stretching or reshaping after washing to restore the original fit.
7. International Returns
Customers outside the UK are responsible for any customs duties, import taxes, or other fees associated with returning products. We are not liable for delays or additional charges incurred during international returns.
8. Exceptions and Discretion
LT Design Works reserves the right to refuse returns that do not meet the above conditions or where misuse or deliberate damage is suspected. We handle each case individually and may offer partial refunds or replacements at our sole discretion.
9. Compliance and Consumer Rights
This policy complies with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The bespoke and made-to-order nature of our products means that the right to cancel within 14 days does not generally apply. However, we remain committed to fair practice and full transparency.
Customers have up to 30 days to report faulty goods, consistent with UK consumer law, even though we request notice within 7 days to enable faster resolution. Sizing charts, product specifications, and personalisation details are clearly displayed before checkout to ensure customers can make informed decisions.
Nothing in this policy affects your statutory rights under UK consumer law.
10. Contact Information
For all return and refund enquiries, please contact us at:
Email: sales@lsbl-retail.co.uk
Address: 130 Longmead Drive, Sidcup, Kent, DA14 4NZ, United Kingdom