Refund & Return policy

REFUND POLICY

At Lyra London, we aim to ensure our customers are satisfied with their purchase. Please review our refund and return policy carefully before placing an order.

Please note that we do not offer free returns. All return shipping costs are the responsibility of the customer.

RETURNS

Can I return my order?

Yes. You may request a return within 14 days of receiving your order if you are not satisfied with your purchase.

To be eligible for a return, the following conditions must be met:

  1. Returns must be requested within 14 days of receiving your order and shipped back within 10 days of return approval.

  2. The product must be unused and in the same condition as received.

  3. All original packaging, tags, accessories, and components must be included.

  4. The item must show no signs of wear, damage, or improper handling.

  5. Items subject to hygiene considerations must be returned in a clean and unused condition.

  6. Return shipping costs are the responsibility of the customer.

We reserve the right to refuse any return that does not meet these conditions.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives defective or damaged, please contact us within 30 days of delivery with clear photo evidence. Once verified, we will provide an appropriate solution in accordance with UK consumer law.

HOW TO RETURN YOUR ORDER

If your return meets the above conditions, please follow these steps:

  1. Email us at:
    📧 hello@lyra-london.uk

  2. Include the following details in your email:

  • Order number

  • Reason for return

  • Clear photos (if damaged or defective)

  • Full name

  • Shipping address

Once your request is approved, we will provide you with the correct return address.
⚠️ Please do not send returns to the original sender address. Returns sent without approval may not be accepted.

RIGHT OF WITHDRAWAL (UK CONSUMER RIGHTS)

In accordance with the UK Consumer Contracts Regulations, customers have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

Because our system processes orders immediately, orders cannot be cancelled once shipping has begun. If your order is already in transit, please wait until delivery and then initiate a return.

The right of withdrawal is exercised once:

  • You notify us of your intention to return, and

  • We receive the returned goods.

Return shipping costs are borne by the customer.

REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 14 days of receiving the returned goods

  • Refunds will be issued to the original payment method

  • Original shipping fees are non-refundable

RETURN ADDRESS

All approved returns must be sent to our international fulfilment centre in China. Specific address provided upon return approval. Return shipping costs and any customs charges are the customer's responsibility.

IMPORTANT NOTES

  • We are not responsible for lost return shipments. We strongly recommend using tracked shipping, as refunds cannot be processed without proof of delivery.

  • Returns that do not meet our policy conditions may be refused or returned to the customer.

  • This policy does not affect your statutory rights under UK law.

CONTACT

For any questions regarding refunds or returns, please contact us at:
📧 hello@lyra-london.uk