RETURN AND REFUND POLICY

Effective Date: 17/10/2024

At Lions Roar Fashion, we are committed to providing high-quality products and excellent customer service. We understand that there may be times when you need to return items, and we aim to make this process as straightforward as possible. This Return and Refund Policy outlines your rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and other applicable UK laws.

1. Statutory Right to Cancel and Return

Under UK law, customers have the right to cancel their order for any reason within 14 days from the date of receipt of the goods. This is known as the "cooling-off" period. During this time, you may return the goods for a full refund, provided the items are returned in their original condition and packaging. To exercise your right to cancel, please notify us by email at [insert contact email] within 14 days of receiving your order. You are responsible for the cost of returning the goods unless the items are faulty or not as described.

2. Condition of Returned Goods

For a return to be accepted, the items must be unworn, unused, and in the original packaging with all tags still attached. We reserve the right to refuse a refund if the goods show any signs of wear, damage, or if they are not returned in a saleable condition. Under the Consumer Rights Act 2015, customers must take reasonable care of the goods before returning them. Failure to comply may result in a deduction from your refund.

3. Exemptions to the Right to Cancel

Certain items are exempt from the right to cancel and return. These include:

Custom-made or personalized items, which cannot be resold.
Intimate apparel or swimwear that has been tried on without protective hygiene seals.
Perishable goods such as cosmetics or fragrances that have been opened or used.

For these items, we cannot accept returns unless the product is faulty or not as described under the Consumer Rights Act 2015.

4. Procedure for Returning Goods

To return an item, follow these steps:

Notify us at returns@lionsroargroup.co.uk with your order number and the reason for your return within 14 days of receiving your goods.
We will provide you with a return authorization number and instructions on how to return your item.
Carefully pack the items in their original packaging and include a copy of your receipt or proof of purchase.
Return the goods to the address provided, using a tracked postal service for your protection. Lions Roar Fashion is not responsible for any returned items lost or damaged in transit.

5. Refund Process

Once we receive your returned items, we will inspect them to ensure they meet the conditions outlined above. If the return is accepted, we will process your refund within 14 days. Refunds will be issued to the original payment method. Please note that it may take 5-7 working days for the refund to appear in your account, depending on your payment provider.

If we reject your return (for example, if the goods are damaged, worn, or incomplete), we will notify you within 7 days of receipt and offer to return the goods to you at your expense.

6. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, customers have a right to return faulty or damaged goods for a full refund, replacement, or repair within 30 days of receiving their order. If the item becomes faulty after 30 days but within six months, we will offer a replacement or repair. If a repair or replacement is not possible, we will issue a refund.

To report faulty or damaged goods, please contact us at [insert contact email] within 30 days of receiving your order, providing photographic evidence of the fault where possible. We will cover the cost of returning faulty goods.

7. Exchange Policy

We offer exchanges for items of the same value or less, subject to availability. Please contact our customer service team within 14 days of receiving your order to arrange an exchange. The item must be returned in its original condition, as outlined above. You are responsible for the cost of returning the item unless it is faulty or not as described.

8. International Returns

For international customers, the same return rights apply as for UK customers. However, please note that you are responsible for any return shipping costs, duties, or taxes. Refunds will be processed in the original currency of the transaction, and Lions Roar Fashion is not responsible for any fluctuations in exchange rates.

9. Non-Refundable Items

In certain circumstances, such as the sale of clearance or final sale items, the refund policy may not apply. These items will be clearly marked as non-refundable on our website.

10. Refunds for Gifts

If the item was purchased as a gift and shipped directly to the recipient, the recipient is entitled to the refund or exchange, provided the return meets all the conditions outlined in this policy.

11. Customer Service and Disputes

If you have any questions regarding our return and refund policy or if you wish to dispute any aspect of your return, please contact our customer service team at quality-assurance@lionsroargroup.co.uk. We are committed to resolving any issues as quickly and fairly as possible. In the event that a dispute cannot be resolved directly, you have the right to seek further assistance through the Alternative Dispute Resolution (ADR) process or contact the UK Consumer Ombudsman.