Refund policy

Return & Refund Policy

Last updated: 23 September 2026

At Loxveern, we want you to shop with confidence. This Return & Refund Policy explains your rights and the procedures for cancelling an order, returning an item or requesting a refund.

This policy applies to purchases made through Loxveern.store and does not affect any statutory rights available to consumers under United Kingdom law.

1. Your Right to Cancel

If you purchase goods from us online, you generally have the legal right to cancel your order without giving a reason.

You must inform us of your decision to cancel within 14 days of receiving your order.

To exercise your right to cancel, please contact:

Email: support@Loxveern.store

Your cancellation request must contain a clear statement that you wish to cancel your purchase. Please include your name, order number and the item or items you wish to return so that we can process your request efficiently.

After notifying us that you wish to cancel, you must return the relevant goods within 14 days.

2. Returns

After contacting us, we will provide the appropriate return instructions and return address.

Customers are responsible for ensuring returned products are packaged securely and are advised to use a tracked postal or courier service.

For change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless we expressly agree otherwise.

If an item is faulty, damaged, incorrect or not as described, Loxveern will be responsible for the reasonable cost of the return where required by applicable consumer law.

Please do not send an item to an address other than the return address provided by our customer service team.

3. Condition of Returned Goods

You are entitled to inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functioning, in the same way that you would normally be able to examine an item in a physical shop.

Clothing may therefore be tried on carefully.

Where handling goes beyond what is reasonably necessary and results in a reduction in the value of the product, we may make an appropriate deduction from the refund to reflect that reduction in value, where permitted by law.

We recommend returning items:

In a clean and hygienic condition;
With original labels and tags attached where reasonably possible;
With original packaging where available;
Without damage caused after delivery;
Without signs of excessive wear, washing, alteration, staining, odours or misuse.

The absence of original packaging alone does not automatically remove your statutory rights.

4. Refunds

Where you validly exercise your right to cancel, we will refund the amount paid for the returned goods.

Where applicable, we will also refund the cost of the standard delivery option offered by us at the time of purchase.

If you selected a delivery method that was more expensive than our standard delivery option, we are not required to refund the additional amount paid for the upgraded delivery service.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree to another method.

We will not charge a fee for issuing a refund.

We may withhold the refund until:

We have received the returned goods; or
You provide evidence that the goods have been sent back,

whichever occurs first where applicable.

Once the applicable refund requirements have been satisfied, refunds will be issued without undue delay and within the timeframe required by UK consumer law.

Please note that your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

5. Faulty, Damaged or Misdescribed Goods

Your statutory rights apply independently of the standard cancellation rights described above.

Under UK consumer law, goods supplied by Loxveern must be:

Of satisfactory quality;
Fit for their intended purpose; and
As described.

If an item does not meet these requirements, you may be entitled to a refund, repair, replacement or price reduction depending on the circumstances and how much time has passed since delivery.

In many cases, consumers have a 30-day short-term right to reject faulty goods and obtain a refund.

After the initial 30-day period, you may have the right to request a repair or replacement.

Where a repair or replacement is impossible, unsuccessful, not completed within a reasonable period or causes significant inconvenience, you may have the right to a price reduction or to reject the goods, subject to applicable law.

If you believe an item is faulty, damaged or different from what you ordered, please contact us at:

support@Loxveern.store

Please provide your order number and a clear description of the issue. Photographs may be requested where reasonably necessary to help us assess damage, an incorrect item or another visible problem.

Nothing in this section limits your statutory consumer rights.

6. Items Damaged in Transit or Incorrect Orders

If your order arrives damaged, or you receive an incorrect product, please contact us as soon as reasonably possible at support@Loxveern.store.

We will review the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with your statutory rights.

You will not be required to bear reasonable return costs where the return is required because we supplied faulty, damaged, incorrect or misdescribed goods.

7. Exceptions to the Right to Cancel

The statutory right to cancel does not apply to certain products in circumstances specified by UK law.

Examples may include:

Goods made to your specifications or clearly personalised;
Goods that are liable to deteriorate or expire rapidly;
Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
Other goods or services that are specifically excluded from statutory cancellation rights.

Where an exclusion applies, it does not remove any rights you may have where the product itself is faulty, damaged or not as described.

8. Hygiene-Sensitive Products

Where Loxveern sells sealed goods that are unsuitable for return for genuine health protection or hygiene reasons, the right to cancel may cease once the seal has been broken after delivery.

This exception will only be applied where permitted by law.

It does not affect your statutory rights if the goods are faulty or not as described.

9. Personalised or Custom-Made Products

Products made to your individual specifications or clearly personalised may not qualify for the standard 14-day change-of-mind cancellation right.

This does not affect your legal rights where such goods are faulty, damaged or not as described.

10. Sale and Promotional Items

Products purchased during a sale, promotion or with a discount code have the same statutory consumer rights as products purchased at full price.

Any promotion-specific conditions will not limit rights that cannot legally be excluded.

11. Exchanges

If you would like a different size, colour or product, please contact support@Loxveern.store.

Where an exchange is available, we will provide instructions.

An exchange option is offered in addition to, and does not replace, any statutory right to cancel, reject faulty goods or obtain another remedy.

12. Proof of Purchase

We may request reasonable proof that the goods were purchased from Loxveern.

Examples may include:

Your order confirmation;
Order number;
Payment confirmation; or
Other reasonable evidence of purchase.

13. Return Shipping Responsibility

For returns made solely because you have changed your mind, you are responsible for the direct cost of returning the goods.

For goods that are faulty, damaged, incorrect or not as described, we will bear the reasonable return costs where required by applicable law.

We recommend retaining proof of postage until your return and refund have been completed.

14. Lost Return Parcels

If you arrange a return yourself, we strongly recommend using a tracked service and retaining proof of postage.

If a parcel is lost while being returned, proof that the goods were sent back may be required so that we can assess and process your refund in accordance with applicable law.

15. Refused or Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid notice of cancellation.

To ensure that your cancellation is properly recorded, please contact us at support@Loxveern.store and clearly inform us that you wish to cancel your order.

Any statutory rights you have remain unaffected.

16. Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any rights or remedies that consumers have under applicable United Kingdom law.

Relevant consumer protection legislation includes, where applicable, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended from time to time.

Where there is any conflict between this policy and a mandatory provision of applicable consumer law, the mandatory legal provision will prevail.