Lola Sense Lab Returns & Refunds Policy

We want every customer to be happy with their Lola Sense Lab purchase. Please read our returns information carefully before ordering.

Changing Your Mind or Ordering the Wrong Product

For qualifying online purchases, UK customers have a legal right to cancel their order within 14 days after receiving their goods, without giving a reason.

To exercise this right, please email hello@lolasenselab.com within the cancellation period, providing your order number and confirming that you wish to cancel.

You then have a further 14 days to return the goods.

For change-of-mind returns, including ordering the wrong item, the customer is responsible for the direct cost of returning the goods. We do not provide free return shipping for these returns unless separately agreed.

Please package returned goods securely. You may inspect the goods as you reasonably would in a shop. If handling beyond what is necessary to establish their nature, characteristics and functioning reduces their value, a lawful deduction may be made from the refund.

Exchanges and Partial Bundle Returns

We do not routinely offer exchanges for non-faulty products.

Products purchased as sets or bundles are sold at a combined price. We do not ordinarily offer voluntary exchanges or partial refunds for individual components of a bundle. Any such arrangement must be agreed with us in advance.

This does not affect your statutory cancellation or faulty-goods rights.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, is faulty, is not as described, or we have sent the wrong item or an unwanted duplicate, please contact us at hello@lolasenselab.com.

Include your order number and a description of the issue. Photographs may help us resolve the problem more quickly.

We will arrange an appropriate refund, repair or replacement in accordance with your statutory rights, including covering reasonable return costs where required.

Refunds

Where you exercise your legal right to cancel, we will refund you using your original payment method, including standard outbound delivery costs where required by law.

We will make the refund without undue delay and within 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier, subject to any lawful deduction.

Pre-Orders

Pre-order purchases are covered by applicable consumer cancellation rights. You can contact us to request cancellation before dispatch. The normal 14-day cancellation period for qualifying UK goods also applies following delivery.

Returns Outside the Statutory Period

We do not generally accept discretionary returns or exchanges for non-faulty items after the applicable statutory cancellation period.

This does not affect your legal rights if products are faulty, damaged or not as described.

International Orders

Customers outside the UK retain any mandatory consumer rights applicable in their country. Nothing in this policy limits those rights.

Contact Us

Email: hello@lolasenselab.com

To cancel, you may email us with your order number and a clear statement that you wish to cancel. You may also use the following optional form:

Cancellation Notice

Order number:

Goods being cancelled:

Date ordered:

Date received:

Customer name:

Customer address:

Date of cancellation:

This policy does not reduce any statutory consumer rights.