Effective Date: October 4, 2026
At Lavender Hill Hardware, we want customers to have a straightforward return experience. This Return Policy explains our return window, eligible returns, return method, return costs, exchanges, and replacement process.
1. Return Period
We accept eligible returns within 30 days of the date you receive your order.
To be eligible for a return, the return request should be made within this 30-day period.
2. Eligible Returns
We accept returns for both:
- Defective products
- Non-defective products
Customers do not need to provide a defect-related reason to request a return for an eligible non-defective product within the 30-day return period.
Products should be returned in an appropriate condition and with any applicable accessories or items supplied with the original order.
3. Free Returns
Eligible returns are free of charge.
We do not charge customers for the applicable return shipping cost, and we do not charge a restocking fee for eligible returns.
Restocking fee: £0
4. How to Return an Item
Returns are completed by mail.
Once your return has been approved, we will provide the applicable return instructions and return label.
Customers can download and print the return label and use it to send the item back to us.
Please package the item securely to help prevent damage during return transit.
5. Return Label
For eligible returns, we provide a return label that can be downloaded and printed.
Please use the provided return label when sending your return by mail. Using the correct label helps us identify and process the returned order efficiently.
6. Exchanges
We accept exchanges for eligible products.
If you would like to exchange an item, please contact our customer support team within the 30-day return period.
Replacement Process
For an approved exchange or replacement, we will ship the replacement once the original returned item has been scanned by the return carrier.
This means the replacement does not need to wait until the original item has completed its entire return journey before being dispatched.
7. Returned Items
Please ensure that the product is securely packaged when sending it back.
Where applicable, include the original product components, accessories, and other items that were supplied with the order.
If a returned item is damaged during return shipping because it was inadequately packaged, this may affect the return or exchange process where permitted by applicable law.
8. Statutory Consumer Rights
This Return Policy does not limit or exclude any statutory consumer rights that apply under UK law.
If a product is faulty, not as described, or otherwise fails to meet applicable legal requirements, you may have additional rights under UK consumer protection law.
9. Return Assistance
If you need help starting a return, obtaining your return label, arranging an exchange, or understanding the return process, please contact our customer support team.
Business Information
Business Name: Lavender Hill Hardware
Legal Business Name: Lavender Hill DIY Hardware Ltd
Business Contact: +44 20 7223 8330
Business Mail: info@lavenderhillhardware.shop
Live Chat Support: 24/7
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM
Business Address: 147 Lavender Hill, London SW11 5QL
Time Zone: Greenwich Mean Time (GMT)