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We have a ‘no-quibble’ guarantee which means that if you are unhappy with your purchase for any reason you can, of course, return it. If you’ve changed your mind (which is fair enough) you must return it to us unused and in its original condition within 28 days for an exchange or refund. You will be responsible for the cost of returning unwanted good.
Please use our Online Returns Form. This must be within 28 days of receipt of goods.
For goods returned from outside mainland UK and the Channel Islands the following must be written legibly on both the packaging and customs declaration. 'MAIL ORDER GOODS RETURNED FOR EXCHANGE - DO NOT CHARGE DUTY'. It is mandatory to contact our returns department before returning any goods to us.
Please make sure the item is returned protected during transit with outer packaging similar to that with which it was sent. All items being returned for exchange / refund must reach us in a re-saleable condition which includes their immediate outer packaging and any tags, labels still attached.
Contact Us / Check Status
If you have any queries concerning a return you wish to make or to check the status of an item that has been returned, please contact our Customer Services department at firstname.lastname@example.org
Unhappy with Purchase
If for any reason you are unhappy with your purchase, you may return it to us for a replacement (where possible) or full refund of the purchase price. All items must be returned in a saleable condition, in its original package and with all labels attached. The item must be protected with outer packaging similar to that with which it was sent. Postage costs are not refundable.
Exchange for Different Product / Size
If you are living outside of the United Kingdom and wish to exchange an item for a different size or an alternative product, please note that we make a charge for repacking and administrative costs which can be calculated using the table below. Please note that this charge is not applicable to exchanges being delivered within the United Kingdom.
|Value of Exchange||European Union||Rest of the World|
Due to higher shipping charges, all CHANNEL ISLANDS goods will be charged at the EU rate.
If your goods have arrived with a manufacturing defect, or are inherently faulty, please contact us within 14 days of receipt where we will be happy to process an exchange (where possible) or refund.
Damaged in Transit
If you suspect that your goods have been damaged whilst in transit, we would ask you to report this within 3 days of receipt so that a claim may be made against our couriers. You can report this damage by e-mailing us direct at email@example.com
If the item we have sent you is incorrect or different to that stated on your invoice, please contact us within 14 days where we will be happy to process an exchange (where possible) or refund.
Any goods that have been custom made or specially ordered are non-refundable.
Products purchased during our Sale periods are subject to our standard Returns policy.
If an item has been received as a gift we can only refund the original payer.
I have received a free gift item as part of a special offer or promotion
If you decide to return item(s) from your order for a refund that subsequently no longer qualifies you for the free gift item, you must include the free gift with the return, else Just Add Lightness reserves the right to charge you the full RRP for the free gift item.
Returns may take up to 5 days to be processed after arriving with us, and refunds may take up to 7 days to clear. When your return has been processed for an exchange or replacement and the item is out of stock we will inform you by e-mail.