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Overview
Refunds & Returns Policy
We want you to be happy with your purchase. If you need to return an item or there is a problem with your order, please contact us and we’ll be happy to help.
30-Day Returns
Our returns policy lasts 30 days from the date of delivery. If more than 30 days have passed since your order was delivered, we may not be able to offer a full refund or exchange.
To be eligible for a return, your item must:
- Be unused and in the same condition in which you received it.
- Be returned in its original packaging.
- Include a receipt or other proof of purchase.
Please contact us at info@thelondonlink.net before returning an item. Do not send your purchase directly back to the manufacturer.
Faulty or Defective Items
If your item arrives damaged, faulty or defective, please contact us at info@thelondonlink.net and include your order details and clear photographs showing the problem.
In many cases, we may be able to assess the issue from the photographs provided. If your claim is approved, we may issue a refund or arrange a replacement without requiring you to return the defective item.
We will let you know if a return is required after reviewing your claim.
Items That Cannot Be Returned
Certain products are not eligible for return. These may include:
- Gift cards.
- Downloadable or digital products.
- Intimate or sanitary goods.
- Certain health and personal care products.
- Hazardous materials.
- Flammable liquids or gases.
For hygiene and safety reasons, some products may only be returnable if they are unopened and unused.
Partial Refunds
In some circumstances, we may offer only a partial refund. This may apply to:
- Personal care products that have been opened, where a return is accepted.
- Items that are not in their original condition, are damaged or have missing parts for reasons not caused by us.
- Items returned more than 30 days after delivery, where we agree to accept the return.
Any partial refund will be assessed based on the condition of the item and the circumstances of the return.
Refunds
Once we receive and inspect your return, we will notify you by email to confirm that it has arrived.
We will then let you know whether your refund has been approved or rejected.
If your refund is approved, it will be processed to your original payment method. Please allow a reasonable amount of time for your bank, card provider or payment provider to process and display the refund.
Late or Missing Refunds
If you have been notified that your refund has been processed but have not yet received it:
- Check your bank or payment account again.
- Contact your card or payment provider, as refunds can take some time to appear.
- Contact your bank, as there may be additional processing time before the refund is credited.
If you have completed these steps and still have not received your refund, please contact us at info@thelondonlink.net.
Sale Items
Unless otherwise required by applicable consumer law, sale or clearance items may not be eligible for a refund.
Please contact us if you are unsure whether your item is eligible.
Exchanges
We offer exchanges for items that are defective or damaged, subject to availability.
If you need to exchange an item for the same product, please email info@thelondonlink.net with your order details and information about the issue.
Gifts
If an item was marked as a gift when purchased and was shipped directly to you, any approved return may be provided as gift credit for the value of the returned item.
If the item was not marked as a gift when purchased, or the purchaser had the order delivered to themselves before giving it to you, any applicable refund will normally be issued to the original purchaser using their original payment method.
Returning Your Item
Please contact us before sending any return.
Once your return has been authorised, please send it to:
The London Link
72 Halliday Square
Southall
UB2 4UQ
United Kingdom
Please do not send an item to this address until you have contacted us and received return instructions.
Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, you will normally be responsible for the cost of returning it.
Original delivery charges and return postage may be non-refundable, except where required by applicable consumer law or where the return is due to an error on our part.
For higher-value returns, we recommend using a tracked delivery service and retaining proof of postage. You may also wish to purchase appropriate postal insurance. We cannot guarantee receipt of returned items sent using an untracked service.
The time required for a replacement or exchanged item to reach you will depend on your location and the delivery service used.
Need Help?
If you have any questions about a return, refund, damaged item or exchange, please contact us at:
Please include your order number and relevant details so that we can assist you as quickly as possible.
Your Statutory Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer law.