Let us know you want to return an item by submitting a completed return form on the Contact Page https://www.lavastore.co.uk/pages/contact and we will do the rest! All returns will be actioned within 48 hours of receipt (we don’t always work weekends though!). We will email you back using the email address provided in your customer return form submission to confirm, accept, and advise next steps. In the event that you have received a faulty or damaged item and need to return it through no fault of your own we will provide a tracked Royal Mail postage paid service. This will need to be printed and dropped to your local post office or collected at a time that suits you.

 

If the return relates to an unsanitary product that has been fitted, we will confirm by responding to the submitted returns form by email that it can be disposed of safely, without compromising your right to return.

Returning an unwanted item? No problem, just let us know.

• Unwanted items can be returned up to 30 days after receipt of goods.

• If you are returning an unwanted item, it must not be damaged, installed or altered in any way.
  
• Please make sure that the goods are returned to us in new, unused condition (including all packaging) and must be taken care of whilst in your possession. Please note that the products must be in good condition and the packaging must be in resealable condition. Do not write on the packaging. We will check your products on receipt, and you will incur a deducted refund if the item or the packaging is in a damaged condition that restricts our ability to resell as new.
  
• You will be responsible for the delivery costs associated with the return. We recommend using a tracked service for sending any parcels. Failure to do so where parcels are lost in transit, they will not be refunded.
  
• Please note that some items are dispatched directly from our suppliers. This will be featured within the product detail on the product page.
  
• Products that are sent directly to a customer from the manufacturer will incur a 20-30% restocking fee depending on the manufacturer and the customer will need to cover the return expenses. We can confirm if this is applicable at the point we have received and processed the customer returns form.
  
• Please note the items need to be returned in their original packaging and we won’t be able to take any product that has been unsealed.
  
• Please note returns will not be accepted without a customer returns form submission. This allows us to determine the required action needed to get your return actioned promptly.
  
• Please ensure your original order number is sent with the item you are returning to speed up the returns process.

Returning a faulty or damaged item? Sorry about that - let’s get it sorted!

• We must be notified of any items that arrive damaged within 24hrs of receipt of goods.
  
• Damaged/Faulty items cannot be returned after 30 days of receipt of goods.
  
• You may be required to supply photographs of any damaged items; this is to enable us to feed back unacceptable flaws to our manufacturers and reduce the carbon footprint in the future.
  
• Please do not begin the returns process until you have informed us of any damaged items using the customer returns form provided. Please don't send the item back to us until we confirm what is the best course of action for your order based on the product and the issue you have. Please note if you don't follow the returning process, we will charge a restocking fee at our discretion.
  
• If your order was sent from one of our suppliers directly, please contact us with all the details using the customer returns form so we can help you out with this process but please don't send the items back to us until we confirm what is the best process for you via email. Don’t worry we won’t hang about.
  
• Most of the brands we work with recommend buyers to contact them directly if the product purchased is faulty or becomes defective. They often have FAQ and installation guides on their websites.
  
• We promise to make best endeavours to assist you in a successful return/replacement if a fault occurs within a reasonable period of time after purchase.
  
• Please note returns will not be accepted without a customer returns form submission. This allows us to determine the required action needed to get your return actioned promptly.
  
• Please ensure your original order number is sent with the item you are returning to speed up the returns process.

Manufacturer’s Warranty

Some branded products we sell will be covered under a manufacturer’s warranty that have special instructions for faulty or damaged items. Complete and submit the customer returns form and we will do the rest. On occasion where there is a faulty item an engineer is required to attend site and diagnose to determine whether a replacement is required or not.  Please note: All goods reported as faulty will be tested by manufacturers, if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any warranty, goods will be returned to you and no refund or replacement issued.

Wrong item received?

• If you have received the wrong item, you need to contact us within 14 days of receipt of goods.
  
• We won't accept returns of wrong items received when the items have been installed or used.
  
• Please make sure that the goods are returned to us in new condition (including all packaging) and must be taken care of whilst in your possession.
  
• Please note that the products must be in good condition and the packaging must be in resealable conditions. Do not write on the packaging. We will check your products on receipt, and you will incur in a 10% restocking fee if the item or the packaging is in a bad condition.
  
• Please note returns will not be accepted without a customer returns form submission. This allows us to determine the required action needed to get your return actioned promptly.
  
• Please ensure your original order number is sent with the item you are returning to speed up the returns process.

Customer Returns Form

We are sorry you are having to return an item to us, please complete the form below and we will do the rest. Please feel free to give us as much feedback as you possibly can – we rely on this to improve the product descriptions, variations, and services we offer to our customers. There is no detail too small and no such thing as useless feedback. Let us know if any part of the buying process could be improved and suggestions on how. 
We work Monday through Friday and often dip in over the weekend, but we wouldn’t want to over promise and under deliver so bank on a 48 hour turn around and be pleasantly surprised. We will review the information provided within the form and process accordingly. You will hear back from us by email with a resolution, paid returns label if applicable and or questions relating to your return where it has not already been provided.