Returns and Refunds
How to return an item, cancel an order, or get a refund. Your statutory rights as a UK consumer are protected in full.
Your 14-day right to change your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to cancel, without giving a reason. Once you have told us you want to cancel, you have a further 14 days to return the goods to us.
How to return an item
- Email us within 14 daysEmail contact@lhasalife.com with your order number and a short note saying you would like to return your order. You can do this any time within 14 days of receiving the parcel.
- Post it back within 14 daysPack the print carefully in its original tube or an equivalent, and send it to the return address we provide. You cover the cost of return postage unless the item was faulty or incorrect.
- Get your refundOnce we receive the item back in resaleable condition, we will refund the full price you paid, including the original standard delivery charge, within 14 days.
Condition of returned items
Prints must be returned unused, in their original packaging, and in the condition you received them. Please take reasonable care while you have them: any reduction in their value due to handling beyond what is necessary to establish their nature and characteristics may be deducted from your refund.
When the 14-day right does not apply
The 14-day cooling-off period does not apply to:
- Items that have been personalised or made to your specifications.
- Items that have been clearly used in a way that goes beyond inspection.
Standard, unopened prints from our range are always eligible.
Faulty, damaged, or incorrect items
Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for purpose, and as described. If your order arrives damaged, faulty, or is not what you ordered:
- Within 30 days of receipt: you have the short-term right to reject the goods and receive a full refund.
- After 30 days: we will replace or repair the item, or offer a refund if a replacement or repair is not possible.
Email contact@lhasalife.com with your order number and a clear photo of the issue, and we will sort it out quickly. We will cover the cost of return postage for faulty, damaged, or incorrect items.
How refunds are paid
Refunds are made to the original payment method. Once processed, card refunds usually take 3 to 5 working days to appear in your account, depending on your bank or card issuer.
Lost or delayed parcels
If your parcel has not arrived within the estimated delivery window shown on our Delivery page, please email contact@lhasalife.com. We will investigate with the courier and either dispatch a replacement or issue a full refund.
Nothing affects your statutory rights
The policy above sits alongside your statutory rights under UK consumer law. It does not replace or reduce them.
Questions
For anything at all to do with a return, cancellation, or refund, email contact@lhasalife.com and we will help.