Refund and Returns Policy

At Lanswares.co.uk, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds, in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your Right to Cancel (Cooling-off Period) – For Online Purchases

For most online purchases, you have a legal right to cancel your order within 14 calendar days without giving any reason. This is known as the “cooling-off period.”

How long do I have?
- The cancellation period will expire 14 calendar days after the day you, or a person identified by you (other than the carrier), receives the goods.
- If your order is delivered in multiple parts or at different times, the 14-day period begins the day after the last item in your order is delivered.
How to Cancel:
- To exercise your right to cancel, you must inform us of your decision by a clear statement.
- Please send your cancellation request to:
  - Email: support@lanswares.co.uk
Returning the Goods After Cancellation:
- If you cancel an order, you must send the goods back to us, or hand them over to us, without undue delay and in any event not later than 14 calendar days from the day on which you communicate your cancellation from this contract to us.
- You will be responsible for the direct cost of returning the goods. We recommend using a trackable shipping service and retaining proof of postage, as we cannot be responsible for items lost in transit.
Condition of Returned Goods (Cooling-off Period):
- You have a legal obligation to take reasonable care of the goods while they are in your possession.
- You may open the packaging to inspect the goods, but you may lose your right to a full refund if the value of the goods is diminished as a result of your handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. For example, if goods are returned used, damaged, or with missing parts, we may make a deduction from the refund for the loss in value.
Refunds After Cancellation:
- We will reimburse you all payments received from you, including the costs of standard delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
- We will make the reimbursement without undue delay, and not later than:
  - 14 calendar days after the day we receive the goods back from you, or
  - (if earlier) 14 calendar days after the day you provide evidence that you have returned the goods, or
  - If no goods were supplied (e.g., for a service that was cancelled before performance), 14 calendar days after the day on which we are informed about your decision to cancel this contract.
- We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Exceptions to the Right to Cancel (Cooling-off Period):

The right to cancel does not apply to:

Goods that are made to your specifications or are clearly personalised.
Goods which are liable to deteriorate or expire rapidly.
Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery (e.g., headsets, in-ear headphones, certain gaming chairs if personal contact is involved).
Sealed audio or sealed video recordings or sealed computer software if they become unsealed after delivery (e.g., console games, PC games).
Newspapers, periodicals, or magazines.
Services, after they have been fully performed, if you agreed to this at the time of your order and acknowledged that you would lose your right to cancel once the service had been fully performed.
Digital content that is not supplied on a tangible medium if you agreed to immediate performance and acknowledged that you would lose your right to cancel once performance began.

Faulty Goods – Your Legal Rights (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods you purchase must be of satisfactory quality, fit for purpose, and as described. If your item is faulty, you have specific rights:

Within 30 days: If the item is faulty within 30 days of purchase (from the date you take ownership), you have the short-term right to reject the goods and receive a full refund.
After 30 days but within 6 months: If a fault develops after 30 days but within six months of purchase, we get one opportunity to repair or replace the item. If the repair or replacement is unsuccessful, or if it’s disproportionately expensive or inconvenient, you are entitled to a full refund (or a partial refund if you wish to keep the item).
After 6 months: If a fault develops after six months, you may still be entitled to a repair or replacement, but you may need to prove that the fault was present at the time of purchase.

How to report a fault and explore solutions:

Please contact us immediately if you believe your item is faulty. We will assess the issue and guide you on the next steps.
For many products, particularly after the initial 30 days, the quickest resolution for a fault may be through the manufacturer’s warranty directly. We can often assist you with contact details or advice on this process. Please be aware that while a manufacturer’s warranty provides additional coverage, your legal rights under the Consumer Rights Act 2015 against Lanswares.co.uk remain fully intact.
Email: support@lanswares.co.uk

Return of Faulty Goods:

If an item is found to be faulty, we will cover the reasonable cost of returning the item to us. We will provide you with instructions on how to return the item.

Non-Faulty Returns (Outside of Cooling-off Period)

Beyond your statutory cooling-off rights for online purchases, we generally do not accept returns or offer refunds for non-faulty items. However, we may consider returns on a case-by-case basis under exceptional circumstances, at our sole discretion. Any such returns would be subject to a restocking fee and return shipping costs paid by the customer.

How to Initiate a Return or Refund

Contact Us: Email us at support@lanswares.co.uk with your order number, details of the item(s) you wish to return, and the reason for the return (e.g., “Exercising cooling-off rights,” “Item faulty,” “Change of mind”).
Wait for Instructions: We will respond within 5 working days with instructions on how to proceed, including the return address if applicable. Please do not send items back before receiving our instructions.
Prepare Your Return: Pack the item securely, preferably in its original packaging (for change-of-mind returns), and include all accessories, manuals, and any free gifts that came with the product.
Ship the Item: Send the item back to us as per our instructions. For your protection, especially for valuable items, we recommend using a trackable and insured shipping method.

Refunds Processing

Refunds will be processed to the original payment method used for the purchase.
Please allow up to 14 calendar days from the date we receive the returned goods (or evidence of return) for your refund to be processed and appear in your account. The actual time it takes for the funds to reflect in your account may vary depending on your bank or payment provider.

Damaged in Transit

If your item arrives damaged, please:

Do not sign for the parcel if the damage is visible and significant on arrival, if possible.
Take clear photos of the damaged packaging (before opening) and the damaged item immediately upon discovery.
Contact us within 24 hours of delivery at support@lanswares.co.uk with your order number and the photos.

This will help us to make a claim against the courier and arrange a replacement or refund for you promptly.

Contact Us

For any questions regarding our refund and returns policy, please contact us at:

Email: support@lanswares.co.uk