Refund Policy
AVAILABILITY OF PRODUCTS AND DELIVERY TIMES
We will notify you of the estimated delivery time for your products in the Acceptance Email and/or by verbal communication when placing telephone orders. Most products on the website ( Except customisable products) will be delivered within three to five business days (i.e. excluding Saturday, Sunday and public holidays in the United Kingdom) of sending you the Acceptance Email for Standard Delivery and within one to two business days of sending you the Acceptance Email for Express Delivery. It may take slightly longer to deliver products to very remote areas. In the case of customized products, the estimated delivery date will usually be within 20 business days. We will endeavour to deliver all products you have ordered within thirty (30) days (as specified on your Acceptance Email), but these delivery dates are estimates only. Dispatch dates are not guaranteed and should not be relied upon.
In the event that we become aware that we are unable to meet the original estimated delivery time stated in the Acceptance Email, we will notify you of this as soon as possible and at the same time and without us being liable to you we will specify a new estimated delivery date.
Whilst we will do our best to deliver your products within the period of time defined above, sometimes it may take longer than expected. You accept that on some occasion, it may take us more than advised delivery time to deliver your products. If you change your mind in the meantime, you have the right to cancel your order in accordance with clause 9, except for customised products and underwear.
If your order has not been received within our specified timescales, in the first instance please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your products, please contact us and we will do our best to assist. All delivery timescales are subject to delays caused by seasonal or busy periods, weather and other unforeseen circumstances, though we will do everything we reasonably can to get your order to you on time.
Please note that the delivery company may require a signature on delivery and will not leave products without a signature. It is normally a good idea to have orders delivered to a place of work allowing you to sign for your order and avoid disappoint of parcel not being delivered to your home or other address due to a signature not being obtained.
We only deliver products to the locations listed on the Website subject at all times to the relevant EU regulations concerning free trade within the European Union. In the event that an order is placed for a delivery to a location where we do not deliver, the order will be cancelled and a refund processed.
Where you have ordered multiple products, we may sometimes need to deliver your products in more than one delivery.
Your order will be sent to the delivery address that you have given on your order form. We are not responsible if that delivery address is incorrect or incomplete. The responsibility lies with you to ensure all order details are filed correctly before order has been placed.
PRICES AND DELIVERY CHARGES
All of the prices listed on the Website include the currently applicable statutory value added tax.
The prices shown on the Website are stated in Pounds Sterling and exclude delivery charges. Despite our best efforts, a small number of the products on our Website may be mispriced. If a product’s correct price is lower than our stated price, we will charge the lower amount and send you the product. If a product’s correct price is higher than our stated price we will, at our discretion, either contact you for instructions before shipping the products, or cancel your order and notify you of such cancellation. Allowing you to make a decision on whether the price is suitable.
Our delivery charges are as follows:
Standard Delivery: £3.95 / £1.95 – Free standard delivery over £50
We reserve the right to make a surcharge for deliveries to some areas. If a surcharge is applicable to your order, you will be informed at the checkout stage of the order process, prior to placing your order. If you have ordered for delivery to a location that for some reason may not be listed and the delivery surcharge isn’t sufficient to meet our delivery costs we will notify you of extra costs by email and/or telephone and will delay order until payment is received.
Where you order multiple products, you will only be charged one delivery charge.
The coordinates of the credit card used for your orders payment may be registered in all security. The cryptogram on the back of your card is systematically required to use the card for any future purchase, and you may delete it at any point from the list recorded for the final payment.
RETURNS
You can only return to us products which have been purchased directly through this Website. If you purchased your products at a LYFE retail store, or from another website, the products must be returned to the original store or site which they were purchased from.
Please note that you are not entitled to return underwear and products that have been customised unless the products are faulty or otherwise delivered not as ordered.
If for any reason you are not happy with your products, please follow our Returns Procedure, so that we can assist you in the refund of your order. We reserve the right to reject the return of products which are not returned in accordance with our Returns Procedure and we may request that you pay for the shipping of such products back to you unless the products are faulty, not as described or otherwise not of satisfactory quality. Our Returns Procedure does not affect your statutory rights.
As a consumer, you have legal rights in relation to products purchased from us that are faulty or not as described. We are also under a legal duty to supply products that are in conformity with these Terms. These legal rights are not affected by your right of return and refund described above or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
In case you used a promo code on your order, please note the value of the promo code is divided up proportionately to the item price. In case of return, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.
RETURNS PROCEDURE
Right of Return
You have the right to cancel your purchase and return any purchased products (other than customised products and underwear) without giving any reason. This right lasts until fourteen (14) days after the day on which you (or a person indicated by you) acquires physical possession of the products (The day delivery signature was obtained). If you order multiple products at the same time on the same order number and they are delivered on different days, the fourteen (14) day period during which you can cancel your purchase without giving any reason will commence on the day you receive the last product. However, please note that this right to refund without a reason does not extend to products which have been customised or underwear.
If you wish to exchange your products, your exchange will be treated as a return, you will be refunded in accordance with this clause and you should place a new order for the replacement products.
To exercise your right to cancel, you must inform us of your decision to cancel by contacting us. You will need to contact returns@thelyfestores.com to obtain and RA number and Returns Form should then be filled and sent back to returns@thelyfestores.com
Please state that you wish to exercise your right to cancel. Please be aware that only one cancellation/return can be made per order so be sure to check all constitutes of your order and that you are happy with the whole. You must submit the form or send your message before your right to cancel expires. We will send you an acknowledgement of your cancellation via email. Please keep the confirmation of any email to demonstrate the date when you sent it.
All products must be returned to us unused (although you may handle the products to the extent that it is necessary to establish the nature or characteristics of the products), together with all original packaging and tags attached to the products.
Once we have received your cancellation form and cancellation has been accepted we will send you an email. Please check your inbox periodically for our email. Print your free return label from the website and stick it onto your return parcel. Please make sure that your return package is packed and sealed securely and take pictures of the package for your own records (use as much of the original packaging as possible). Drop your parcel back to the nearest Post Office and make sure you keep the proof of your return (receipt) given by the storekeeper when you drop your parcel. All returned products not complying with our return policy will be returned to you without refund.
If you do not have a printer at home, our customer service will be happy to send you by regular mail your return label. You can contact them by email at customerservices@thelyfestores.com. Normally parcels are returned to us within 10 working days but on some occasions returned parcels are delayed especially at busy periods like Christmas. Please allow up to 15 working days before contacting us. It is important to note that refunds can take up to one month to be completed due to the time an inquiry with our logistics service and carrier Company may take. We thank you for your understanding and patience.
Effects of Cancellation
If you cancel your purchase in accordance with the “Right of Return” section above, we will reimburse to you all payments received from you, including the cost of Standard Delivery. If you selected Express Delivery, then you will not be reimbursed for the difference between Standard Delivery and Express Delivery unless this is because the product is faulty, mis-described or any fault by us in which case we will refund the delivery costs paid by you in full.
If, as a result of unnecessary handling by you, the value of the goods is reduced, then we are entitled to make a deduction from the reimbursement to take into account any such reduction without notice.
Your refund will be processed and paid no later than fourteen (14) days after we receive the returned products from you. We may withhold reimbursement until we have received the products back from you, or you have supplied evidence that you have sent the goods back (whichever is the earliest).
If you cancel before the goods are delivered, then your refund will be paid no later than fourteen (14) days after the day on which you cancelled your order.
Your refund will be paid using the same method of payment as was used by you to pay for the order.
LIMITATIONS APPLICABLE TO CUSTOMISED PRODUCTS
We offer the option of customising some LYFE products. We also offer the option of adding text of your choice.
However, we reserve the right to refuse your request if we consider your request:
inappropriate or contrary to public order or morality
incompatible with the image of LYFE products and trade marks
an infringement of the trade mark or copyright of a third party.
ALTHOUGH WE HAVE THE RIGHT TO REFUSE YOUR REQUEST FOR CUSTOMISING OUR ITEMS, YOU AGREE THAT YOU ARE SOLELY RESPONSIBLE FOR ANY REQUEST THAT YOU MAKE. YOU WARRANT THAT YOU HAVE THE RIGHT TO SUBMIT YOUR REQUEST AND THAT CUSTOMISING OUR PRODUCTS ACCORDING TO YOUR REQUEST WILL NOT INFRINGE THE RIGHTS OF ANY THIRD PARTY. YOU AGREE THAT ANY INTELLECTUAL PROPERTY RIGHTS WHICH MIGHT BE CREATED IN ANY CUSTOMISED PRODUCT, INCLUDING IN THE COMBINATION OF THE MUALR TRADE MARKS AND THE REQUESTED CUSTOMISATION, WILL NOT BELONG TO YOU (BUT RATHER TO THE OWNER OF THE LYFE TRADE MARKS).
FEEDBACK AND COMPLAINTS POLICY
We welcome any and all comments about our service, so that we can improve what we are doing. Our aim is to deal with any problems quickly and fairly. If you have reason to complain about our service, please call or email our Customer Services team stating clearly that you are making a complaint. Our aim is to respond to your complaint within seven (7) working days, either resolving the complaint, or with a timescale for resolution.
If you wish to contact us you can reach us by email at customerservices@thelyfestores.com
