Refund policy

1. RETURNS

• We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 
• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  The only exception to this is where the item(s) have been received damaged or defecctive which is covered below under the Damaged or Defective Products section.
• To start a return, you can contact us at sales@lao.london. 
• If your return is accepted, we’ll send you instructions on how and where to send your package.  All returns are free of charge and you will be advised on the process once the return has been started.
• You can always contact us for any return questions at sales@lao.london. 

2. DAMAGED OR DEFECTIVE PRODUCTS

• In the unlikely event that an item sent to you is found to be damaged or defective, you may send it back to us for a replacement.
• We will refund the cost of sending the item back to us. In the UK, items should be sent back via First Class Recorded Delivery.
• We must be notified within 30 days of the order being received.

3. REFUNDS

• Refunds will be granted for any of the following reasons:
  • Changed mind
  • Damaged on arrival
  • Faulty manufacturing or broken after use
  • Incorrect product
  • Product not received

• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  If more than 15 business days have passed since we’ve approved your return, please contact us at sales@lao.london.

• If you have not received your order within the expected delivery time please contact us at sales@lao.london and we will investigate this for you.  If the item is deemed lost you will be given the option of a full refund or for the order(s) to be shipped again.

4. EXCHANGES

• The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  However, we are happy to do item exchanges for items of the same value.
• We must be notified of an Exchange request within 30 days of the order being received.  
• The postage cost to return the item(s) is the responsbility of the buyer.  Lao.London will cover the postage cost to re-send the new item(s) which have been selected as part of the exchange.