Returns & refunds

Our 30-day money-back guarantee

You can return your set within 30 days of the day it was delivered, for any reason, even if you have tried the patches. Please send back the patches with their mirror box and velvet pouch. We will refund the full price of the set.

This guarantee is in addition to your legal rights below, not instead of them.

How to return

1. Email info@louiandi.co.uk with your order number and tell us you'd like to return your set. You can use the model cancellation form below, but you don't have to.
2. We'll reply with the return address.
3. Pack the set securely and send it within 14 days of telling us. We recommend a tracked service and keeping your proof of postage.

Unless the item is faulty or not as described, return postage is paid by you.

Refunds

• We refund to the payment method you used, within 14 days of receiving the return (or proof that you have sent it, if that comes first). It is usually much sooner.
• If you cancel within 14 days of delivery, we also refund the standard delivery charge (Tracked 48: £3.95, or nothing if your delivery was free). If you chose Tracked 24, only the extra cost above standard delivery is not refunded.
• Returns under our guarantee after day 14 are refunded at the full price of the set; the original delivery charge is not refunded.
• Returns of faulty items are refunded in full, including delivery, and we cover reasonable return postage.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive it. To cancel, tell us clearly by email. You then have a further 14 days to send the goods back.

Faulty or not as described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery, you can reject them for a full refund;
• after 30 days and within six months, you can ask for a repair or replacement, and if that doesn't put things right, a refund;
• after six months, you may still be entitled to a repair, replacement or refund, but you may need to show the fault was there at delivery.

Please email us with a photo and a short description and we will put it right.

Model cancellation form

Copy this text into an email; you don't need to print anything.

See also our delivery information and terms & conditions.