Refund policy

Returns, Refunds and Cancellation Policy

This Returns, Refunds and Cancellation Policy applies to purchases made from Lifeart Ltd through our online store.

Please read this policy carefully before placing an order. Nothing in this policy affects your statutory rights.

Contact Details

For all return, refund, cancellation, or order issue enquiries, please contact us at:

Returns must be sent to:

Lifeart Ltd
Mocatta House
Trafalgar Place
Brighton
BN1 4DU
United Kingdom

Please do not send any item back to us without contacting us first. Items returned without prior authorisation may not be accepted.

Change-of-Mind Returns and Cancellation Rights

For most eligible online purchases, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

After you have notified us that you wish to cancel or return an eligible item, you have a further 14 days to send the item back to us.

To request a return, please contact us at nealj@lifeartltd.co.uk with your order number, proof of purchase, and reason for return where applicable.

Return Conditions

To be eligible for a return, the item must be returned in a condition suitable for resale. This means the item must be:

unused, unworn, and undamaged;
in its original packaging where possible;
returned with all tags, labels, accessories, certificates, documents, manuals, protective materials, and any other items included in the original order;
returned with proof of purchase.

You may inspect the goods as you would reasonably be allowed to do in a shop. However, if an item has been handled, used, damaged, altered, marked, installed, displayed, framed, modified, or handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value.

We reserve the right to refuse a return or make a reasonable deduction from the refund where the returned item is not in acceptable condition, has missing parts or accessories, or shows signs of use, damage, misuse, alteration, contamination, or unreasonable handling.

Return Postage

For change-of-mind returns, customers are responsible for the cost of return postage, unless we have agreed otherwise in writing or the item is faulty, damaged, incorrect, or not as described.

We strongly recommend using a tracked and insured delivery service. You are responsible for the returned item until it has been safely received by us. We are not responsible for items that are lost, delayed, or damaged during return delivery.

If a returned item is damaged in transit because it was not packaged securely, we may reduce or refuse the refund depending on the condition of the item received.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order carefully as soon as you receive it.

If your item is defective, damaged, incorrect, or if any part of your order is missing, please contact us immediately at nealj@lifeartltd.co.uk.

Please include:

your order number;
a clear description of the issue;
photographs of the item, packaging, and any damage where possible;
photographs of the shipping box and label where relevant.

We will review the issue and advise you of the next steps. Depending on the circumstances, we may offer a replacement, repair, return, refund, or other suitable solution.

Please do not dispose of damaged items or packaging before we have completed our review, as this may be required for courier or insurance claims.

Non-Returnable and Non-Refundable Items

Certain items cannot be cancelled, returned, or refunded unless they are faulty, damaged, incorrect, or not as described.

Non-returnable items include:

custom-made, personalised, commissioned, or made-to-order products;
personalised signed art pieces;
artwork or products signed, dedicated, modified, or prepared specifically for a customer;
custom-designed cards or custom printed items;
gift cards;
digital products, downloads, or digital content once access or delivery has started with your agreement;
services that have already been fully performed, where you agreed for the service to begin during the cancellation period and acknowledged that your cancellation right would be lost once the service was completed;
items that have been used, damaged, altered, marked, installed, framed, displayed, contaminated, or are no longer in resaleable condition;
items returned without essential packaging, accessories, documents, certificates, or included materials.

Please contact us before purchasing if you are unsure whether an item is returnable.

Sale, Discounted, and Promotional Items

Sale, discounted, or promotional items may be returned where they are eligible under this policy and applicable consumer law.

Discount codes, promotional codes, loyalty points, reward points, vouchers, store credits, or similar benefits used in the original order have no cash value and will not be refunded, exchanged for cash, or reissued unless required by law or confirmed by us in writing.

Exchanges

We do not guarantee direct exchanges.

The fastest way to receive a different item is to return the original item first. Once the return has been accepted, you may place a separate order for the new item.

Refunds

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed through Shopify and returned to the original payment method used for the purchase.

We will process approved refunds within 14 calendar days of receiving the returned goods, or earlier where required by applicable law.

Please note that your bank, card provider, or payment provider may require additional time to process and post the refund to your account.

Where required by law, we will refund the standard delivery cost paid for the original order. If you selected a premium, express, or enhanced delivery service, only the standard delivery cost will be refunded.

Return postage costs are not refunded for change-of-mind returns unless required by law or agreed by us in writing.

Deductions from Refunds

We may make deductions from your refund where legally permitted, including where:

the item has been used beyond reasonable inspection;
the item is damaged, marked, stained, altered, contaminated, or incomplete;
original packaging, accessories, certificates, documents, tags, or included items are missing;
the item has been installed, framed, displayed, modified, or handled in a way that reduces its value;
the item has been returned in unsuitable or unsafe packaging;
the item returned is not the item originally supplied by us.

If we believe a return is fraudulent, abusive, or made in bad faith, we reserve the right to reject the return, refuse a refund where legally permitted, suspend future orders, or take further action to protect our business.

Refused, Uncollected, or Failed Deliveries

If an order is returned to us because delivery was refused, the parcel was not collected, the delivery address was incorrect, or delivery failed due to customer error, we may deduct the original delivery cost, return delivery cost, and any reasonable administrative or handling costs from any refund, where legally permitted.

If you would like the order to be resent, additional delivery charges may apply.