Refund policy

 

Returns & Refunds Policy

 

Welcome to Louison Concept Store. This policy explains how returns and refunds work for both online and in-store purchases. Please read the section relevant to your purchase method.

 

1. Online Purchases

 

(For orders placed via our website)

These terms follow the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Right to Cancel

 

You can cancel your online order within 14 days of receiving it, for any reason:

 

  • Notify us by email at info@louisonconceptstore.com within 14 days of delivery.

  • You then have 14 days to send the item(s) back.

  • Refunds will cover the full product price but not the original delivery cost.

 

Condition of Returns


To be eligible for a refund, items must:

 

  • Be unused and in their original packaging

  • Be in the same condition as received

  • Include proof of purchase

 

Please handle items as you would in-store. If goods are returned in a condition that reduces their value, a reasonable deduction may apply.


Return Shipping

 

  • Customers are responsible for return postage when returning items for a change of mind.

  • Use a tracked service and retain proof of postage.

  • If an item is confirmed as faulty, we will cover reasonable return costs.

 

Refunds

 

  • Refunds are issued within 14 days of receiving your return (or proof of postage).

  • Refunds are credited to the original payment method.

  • For instalment payments via Klarna or similar providers, we will notify them to adjust your plan.

 

Faulty or Misdescribed Items

 

If your item is defective or not as described, contact info@louisonconceptstore.com with:

  • Your order number

  • A description of the issue

  • Clear photos of the item

 

Your statutory rights include:

 

  • Full refund within 30 days of delivery (short-term right to reject)

  • Repair or replacement after 30 days if possible

  • Final right to reject or a price adjustment if the issue cannot be resolved

 

Refunds after six months may reflect reasonable deductions for use.


Non-Returnable Items


The following cannot be returned unless faulty:

 

  • Personalised or made-to-order items

  • Perishable or consumable products

  • Sealed hygiene items once opened (e.g., pierced jewellery)

 

Sale items are also eligible for return within the 14-day cooling-off period.


How to Return an Item

 

  1. Email info@louisonconceptstore.com with your order number and reason for return.

  2. We’ll provide instructions and the return address.

  3. Ship the item(s) back within 14 days of cancellation.

  4. Once received and inspected, your refund or exchange will be processed.

 

Your Legal Rights


This policy does not affect your statutory rights under UK consumer law.

 

2. In-Store Purchases

 


(For items bought at Louison Concept Store, 29 St Werburgh Street, Chester, CH1 4BZ)


Change of Mind


We want you to love your purchase. If you change your mind, we offer an exchange or full refund within 14 days, provided:

 

  • The item is unused and in original packaging

  • Proof of purchase is presented

  • The item is in a resalable condition

 

Please note: Some items are excluded, including personalized pieces, perishable goods, unsealed hygiene items, and pierced jewellery.


Faulty or Misdescribed Items

 

If a product is faulty, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015:

 

  • Bring the item with proof of purchase to the store

  • Within 30 days, you may request a full refund

  • After 30 days, we will provide repair or replacement if possible

  • If resolution is not possible, a refund or price adjustment may be offered

 

Refunds after six months may be adjusted to account for reasonable use.


Items Not Considered Faulty

 

  • Normal wear and tear

  • Accidental damage

  • Misuse or failure to follow care instructions

 

Proof of Purchase


Keep your receipt, order confirmation, or bank statement for returns, exchanges, or warranty claims.


Footwear Returns


Try shoes indoors on clean surfaces. Items showing outdoor wear may be declined unless faulty.


Your Legal Rights


This policy does not affect your statutory rights under UK law.

 

Contact Us

 

If you have questions, email info@louisonconceptstore.com.


At Louison Concept Store, we aim to make every purchase thoughtful, seamless, and enjoyable.