Refund policy

Terrey Lotts — Return & Refund Policy

UK Regulatory Compliance Notice: This policy has been meticulously drafted to comply fully with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Electronic Commerce (EC Directive) Regulations 2002 applicable to e-commerce operations within the United Kingdom.

At Terrey Lotts (accessible via terreylotts.store), we dedicate ourselves to providing unparalleled British premium quality and minimalist luxury craftsmanship. If your purchase does not entirely meet your expectations, we provide a transparent, statutory-compliant return and exchange framework.

1. Statutory Right to Cancel (14-Day Cooling-Off Period)

In accordance with the Consumer Contracts Regulations 2013, you possess an absolute statutory right to cancel your order for any reason within a specific timeframe:

  • The Cancellation Window: The cancellation period expires precisely 14 days from the calendar day on which you, or a designated third party (other than the carrier), acquires physical possession of the goods.

  • Exercise of Right: To exercise your right to cancel, you must notify us via an unequivocal statement. This must be sent directly to our digital concierge at help@terreylotts.store prior to the expiration of the 14-day window.

2. Conditions for Return & Diminished Value

To qualify for a full refund under your right of cancellation, items must be handled with appropriate care:

  • Products must be returned in their original, pristine condition—unworn, unwashed, unaltered, and complete with all original internal luxury packaging, garment bags, and protective tags fully attached.

  • Diminished Value: Under UK statutory regulations, you are liable for any diminished value of the goods resulting from handling beyond what is strictly necessary to establish the nature, characteristics, and functioning of the items (equivalent to the handling permitted in a physical high-end boutique). Terrey Lotts reserves the right to deduct a proportionate amount from your refund up to the full contract value if the product shows clear signs of use or colour alteration.

3. The Refund Process & Statutory Timelines

Upon valid cancellation of your contract, Terrey Lotts will execute your refund in accordance with the strict timelines mandated by UK law:

  • Refund Timeline: Reimbursement will be processed without undue delay, and in all circumstances no later than 14 days from the day we receive the returned goods back at our fulfilment facility, or (if earlier) 14 days from the date you provide verified proof of postage returning the items.

  • Scope of Reimbursement: We will refund all payments received from you, including the standard outbound shipping charges. Please note that any premium, express, or expedited shipping costs selected by you above our standard delivery tier are legally non-refundable.

  • Method of Payment: The refund will be automatically issued back to the original payment method utilised during the initial transaction. You will incur no transactional fees as a result of this reimbursement.

4. Faulty, Damaged, or Misdescribed Goods

In addition to your cancellation rights, all Terrey Lotts products are fully protected by the Consumer Rights Act 2015, which mandates that goods must be of satisfactory quality, fit for purpose, and exactly as described.

  • A. Short-Term Right to Reject (Within 30 Days): If an item develops a manufacturing fault, is damaged upon arrival, or fails to conform to its precise description within 30 days of delivery, you have a statutory right to reject the item and demand a full refund including all delivery charges.

  • B. Repair or Replacement (After 30 Days): If a product fault manifests after the initial 30-day window but within six months of delivery, you are entitled to request a complimentary repair or replacement. If a repair or replacement is logistically impossible or fails to permanently resolve the issue, you are then entitled to receive a full or partial refund depending on the usage history.

5. Exclusions from the Right to Return

In alignment with UK e-commerce exemptions, please note that the statutory right to cancel and return does not apply to:

  • Bespoke, custom-tailored, or clearly personalised items crafted specifically to your unique measurements or requests.

  • Goods sealed for health protection or hygiene reasons (such as certain undergarments or fragrances) if they have been unsealed after delivery.

6. Shipping Your Return

Unless the product is verified as faulty or misdescribed, the direct cost of returning the goods to our designated UK facility remains the responsibility of the customer. We strongly advise utilising a tracked, insured postal service, as Terrey Lotts cannot accept liability for luxury goods lost or damaged in transit back to our custody.

For bespoke assistance or to initiate a formal return, please consult our concierge team: help@terreylotts.store