Refund & Returns Policy

Lola and Daisy Designs

We want you to be completely happy with your purchase. If you have any questions about your order, please contact us at contact@lolaanddaisydesignerpets.co.uk and we will be happy to help.

1. Your right to cancel an online purchase

If you purchase a standard, non-personalised product from our online shop, you generally have a legal right to cancel your order without giving a reason, subject to the exceptions explained below.

You have a statutory 14-day right to cancel your purchase to tell us that you wish to cancel your purchase.

Once you have notified us that you wish to cancel, you normally have a further 14 days to return the goods to us.

Products that have been personalised or made specifically to your individual requirements do not normally qualify for the statutory 14-day cancellation right. This includes products where you have requested a bespoke height, size or other individual modification.

This does not affect your statutory rights if the product is faulty, damaged, incorrectly made, not as described or otherwise does not conform to the contract.

To exercise your right to cancel, please contact us by email at:

contact@lolaanddaisydesignerpets.co.uk

Please include your:

• Name
• Order number
• Product(s) you wish to return
• Reason for cancellation, if you wish to provide one — you do not have to give a reason

You may also use our Contact Us page to get in touch.

2. Condition of returned products

Please take reasonable care of any products while they are in your possession.

You may handle a product as you would reasonably be able to in a shop to establish its nature, characteristics and functionality.

If a product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may be entitled to make an appropriate deduction from your refund.

Where possible, please return products securely packaged and with their original packaging and accessories.

A lack of original packaging will not, by itself, remove your statutory rights.

3. Personalised and custom-made products

Some of our products are made specifically to a customer's individual requirements.

This includes products that have been personalised, custom-sized or made to a customer's specific specification, including raised feeders where a bespoke height or other individual modification has been requested.

Where a product has genuinely been made to your individual specification or is clearly personalised, it may be excluded from the statutory cancellation right. This does not apply simply because a standard product is made after you place your order.

This does not affect your statutory rights if a personalised or custom-made product is:

• Faulty
• Damaged
• Not as described
• Not fit for purpose
• Incorrectly made

UK guidance recognises bespoke and customised goods as an exception to the normal cancellation right.

If you are unsure whether your product qualifies as personalised or custom-made, please contact us before placing your order.

4. Faulty, damaged or incorrect products

If your product arrives damaged, is faulty, is not as described, or you have received the wrong product, please contact us as soon as possible at:

contact@lolaanddaisydesignerpets.co.uk

Please provide your order number and, where appropriate, photographs showing the problem.

We will work with you to resolve the issue and will provide an appropriate remedy in accordance with your statutory consumer rights.

You do not lose your statutory rights because a product is on sale, discounted or personalised.

5. Returning an unwanted product

If you cancel your purchase within the applicable 14-day cancellation period, please contact us before sending the product back.

We will provide you with the information you need to return the product.

Unless the product is faulty, damaged, incorrect or otherwise does not conform to the contract, you are responsible for the direct cost of returning an unwanted product to us.

We recommend obtaining proof of postage and using an appropriate tracked delivery service, particularly for higher-value products.

6. Refunds

Once we receive the returned product, or you provide evidence that you have returned it, we will process your refund in accordance with your statutory rights.

Refunds will normally be made using the same payment method used for the original purchase.

Where the statutory cancellation right applies, we will refund the purchase price together with the cost of the least expensive standard delivery option offered by us.

If you selected a more expensive delivery service, we are not required to refund the additional cost of that upgraded service.

We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

7. How long will my refund take?

Once the returned goods have been received by us, or you have provided appropriate evidence that they have been returned, we will process the refund within 14 days where the statutory cancellation provisions apply.

The time taken for the money to appear in your account may then depend on your bank or payment provider.

8. Sale and discounted products

Sale and discounted products retain the same statutory consumer rights as products sold at full price.

If a qualifying product is returned under your statutory cancellation rights, the refund will be based on the amount actually paid for the product.

Products that have been personalised or custom-made specifically for you remain subject to the personalised and custom-made product provisions explained above.

9. Exchanges

We do not offer exchanges as a standard return option.

If you have received a faulty, damaged or incorrect product, please contact us and we will deal with the issue in accordance with your statutory consumer rights.

If you wish to purchase a different product or size, you can place a new order after your original order has been returned and any applicable refund has been processed.

Your statutory cancellation and consumer rights are not affected by this policy.

10. Products that are damaged during return

Customers are responsible for taking reasonable care when packaging products for return.

Please ensure that products are securely packaged so that they are not damaged during transit.

If a product is damaged during return because it has not been adequately packaged, we may need to take account of any resulting loss in value when processing the refund.

11. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.

If a product is faulty, not as described, not fit for purpose or otherwise fails to meet your statutory consumer rights, please contact us and we will work with you to resolve the issue.

Contact us

Lola and Daisy Designs
Dunlugas
Drum
Kinross
Kinross-shire
KY13 0UN
United Kingdom

Telephone: 07449 787325
Email:contact@lolaanddaisydesignerpets.co.uk

We aim to respond to customer enquiries within 24–48 hours.