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Refund policy
At Lizard Fashion, we want you to be happy with your purchase. This policy explains your rights when returning items purchased from our website and the procedure for obtaining a refund or exchange.
Nothing in this policy affects or limits your statutory rights under applicable consumer protection law.
1. Returns and Your Right to Cancel
If you purchase goods from us online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
This includes circumstances where an item is unsuitable, does not fit, or you have simply changed your mind.
If you wish to cancel your order, you must notify us within the 14-day cancellation period by contacting:
Please include your order number and details of the item(s) you wish to return.
Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and, in any event, within 14 days of notifying us of your cancellation.
The return deadline is met if you send the goods back before the 14-day period has expired. The goods do not necessarily have to be physically received by us within that 14-day period.
2. Condition of Returned Goods
You may handle and inspect goods to assess their size, fit, appearance, quality, characteristics and suitability in the same way that you would reasonably be permitted to do in a shop.
Goods should not be used, worn or handled beyond what is reasonably necessary to assess them.
Where applicable, footwear should only be tried on indoors and should not show signs of outdoor wear.
Accessories and other items should be returned in their original condition, with original tags, labels, packaging and any protective or hygiene seals attached where reasonably possible.
Items should be returned free from stains, marks, makeup, perfume, deodorant, pet hair, odours or other signs of use, where applicable.
Returned goods should be in a condition suitable for resale. If goods are returned in a condition that makes them unsellable, or reduces their value, because they have been used, worn, damaged, soiled or otherwise handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect the resulting reduction in value, where permitted by law. Such a deduction may be up to 100% of the purchase price where the goods have no remaining value as a result of the customer's handling or use, where permitted by law.
The amount of any deduction will be based on the actual reduction in value of the goods and may, where permitted by law, be deducted from the amount otherwise due to you.
Nothing in this section affects your statutory rights.
3. Items That May Not Be Returnable
Certain goods may be excluded from the statutory right to cancel where a specific statutory exception applies.
These may include:
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Jewellery items, including earrings, bracelets, necklaces, rings and body jewellery, where the relevant health or hygiene exception applies;
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personalised or bespoke items made to the customer's specifications;
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sealed goods that are not suitable for return for health or hygiene reasons where the seal has been broken; and
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other goods falling within a specific statutory exception.
Any exclusion relating to jewellery or other hygiene-sensitive goods will only apply where permitted by applicable law and, where relevant, where the item has been removed from sealed or protective packaging.
Gift cards and credit notes are non-refundable except where otherwise required by law.
Nothing in this section affects any statutory rights that cannot lawfully be excluded.
4. Faulty, Damaged or Incorrect Items
If an item is faulty, damaged, not as described, or you have received the wrong item, please contact us at:
Please provide your order number and, where appropriate, photographs or details showing the issue.
Your statutory rights remain unaffected. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
Faulty, damaged, incorrectly supplied or misdescribed goods will be handled in accordance with your statutory rights.
Where applicable law requires us to bear reasonable return costs for faulty, damaged, incorrectly supplied or misdescribed goods, we will do so.
5. Return Delivery and Higher-Value Returns
For change-of-mind, unsuitable or other statutory cancellation returns, you are responsible for the direct cost of returning the goods where we have informed you of this before you placed your order, unless applicable law requires us to bear those costs.
For items valued at £50 or less, you may arrange the return yourself. We strongly recommend using a tracked delivery service and retaining your proof of postage and tracking information.
For items valued at more than £50, please contact us before returning the goods. We may arrange a tracked return service on your behalf using a delivery service selected by us.
Where we offer and arrange a return service and you agree to bear the cost of that service, the direct cost of the return, including any appropriate delivery and compensation or insurance costs, may be deducted from your refund, where permitted by law. We will inform you of the applicable cost before arranging the return.
Where we arrange the return, you must package the goods securely and make them available for collection or return in accordance with our instructions.
If you arrange your own return, we strongly recommend using a tracked delivery service with compensation appropriate to the value of the goods being returned. You should retain your proof of postage and tracking information until your return has been received and your refund has been processed.
For faulty, damaged, incorrectly supplied or misdescribed goods, return arrangements and costs will be handled in accordance with applicable law.
Return Address
Lizard Fashion
49 Turnham Green Terrace
London
W4 1RP
United Kingdom
6. Refunds
For a statutory cancellation, we will refund the amount required by applicable law once the goods have been received, or where applicable once you have provided satisfactory evidence that the goods have been sent back.
The refund will include the cost of the least expensive standard delivery option offered by us.
If you selected a more expensive delivery option, such as express or next-day delivery, we are only required to refund the amount equivalent to our least expensive standard delivery option, where permitted by law.
The direct cost of returning goods is normally the customer's responsibility for change-of-mind or unsuitable returns where we have informed you of this before purchase.
Where permitted by law, we may deduct an amount reflecting any reduction in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.
We will normally issue refunds using the same payment method used for the original transaction, unless otherwise agreed or permitted by law.
We will not charge a separate administration or processing fee for exercising a statutory cancellation right.
7. Refund Timescales
Refunds for statutory cancellations will be processed within the applicable legal timescale.
Depending on your bank, card issuer or payment provider, it may take additional time for the refunded amount to appear in your account.
8. Late or Missing Refunds
If you have not received an expected refund:
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Check your bank account again.
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Contact your card issuer or payment provider.
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Contact your bank.
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If you have completed these steps and still have not received your refund, contact us at info@lizardfashion.co.uk.
If you believe a refund has not been processed within the applicable legal timescale, please contact us so that we can investigate.
9. Sale and Discounted Items
Sale, promotional and discounted items have the same statutory consumer rights as full-price items.
Where applicable, you may still have statutory rights to a refund, repair, replacement or price reduction for faulty, damaged, incorrectly supplied or misdescribed goods.
The statutory right to cancel an online purchase also applies to sale and discounted items unless a specific statutory exception applies.
10. Exchanges
We may offer an exchange for defective or damaged goods, subject to your statutory rights.
If you require an exchange, please contact:
with your order number and details of the item concerned.
Where applicable law gives you a right to a refund, repair, replacement or price reduction, nothing in this section limits those rights.
11. Gifts
If an item was purchased as a gift and is returned under a statutory cancellation right, any refund will normally be made to the original purchaser using the original payment method.
If the purchaser arranged delivery directly to the gift recipient, the refund will normally still be made to the purchaser.
12. International Orders – Customs Duties, Returns and Refunds
Goods shipped to countries outside the United Kingdom may be subject to customs duties, import taxes, VAT, sales taxes, brokerage fees, handling fees or other charges imposed by the destination country or carrier.
Unless otherwise stated at the time of purchase or required by applicable law, customs duties, import taxes, VAT and other destination-country charges are the responsibility of the buyer.
Customers are responsible for checking applicable import requirements and potential charges before placing an order.
If an international shipment is refused or returned because the buyer declines to pay applicable customs duties, taxes or other import charges, the buyer may be responsible for reasonable costs incurred by us as a result of the refusal, return or handling of the shipment, to the extent permitted by applicable law.
International Returns and Import Taxes
If you return an international order, any customs duties, import taxes, VAT, sales taxes, brokerage fees, handling charges or other charges paid by you to the destination country's customs authority, tax authority, courier or other third party are not normally refundable by Lizard Fashion.
You are responsible for contacting the relevant customs authority, tax authority, courier or other service provider to determine whether any such charges are refundable or recoverable following the return of the goods.
Lizard Fashion is not responsible for obtaining or reimbursing any refund of destination-country customs duties, import taxes, VAT, sales taxes, brokerage fees, handling charges or other third-party charges paid by the customer, except where applicable law requires otherwise.
International cancellations and returns will otherwise be handled in accordance with applicable statutory rights and this policy.
Where the customer is responsible for the return cost, the customer is responsible for the applicable direct cost of returning the goods unless otherwise required by law.
Any refund due from Lizard Fashion will be processed in accordance with applicable legal requirements once the goods have been received by us or, where applicable, satisfactory evidence has been provided that the goods have been sent back.
Payment or non-payment of customs duties, import taxes, VAT, sales taxes or other destination-country charges does not remove or limit any statutory cancellation or other consumer rights that apply to the order.
Nothing in this section affects or limits any statutory rights the customer may have under applicable consumer protection laws.
13. How We Inform Customers About Return Costs
Our Refund & Returns Policy is made available to customers before purchase and is accessible through our website and checkout process.
By providing a clear link to this policy before the customer places an order, we inform customers of their responsibility for the direct cost of returning goods in circumstances where they exercise a statutory cancellation right and applicable law permits those costs to be passed to the customer.
Customers should review this policy before placing an order.
14. Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact us:
Email: info@lizardfashion.co.uk
Lizard Fashion
49 Turnham Green Terrace
London
W4 1RP
United Kingdom
