Refund policy

This policy applies to purchases made directly through lexahome.shop for delivery within the United Kingdom. The seller is LEXA HOME LTD, trading as Lexahome. Your statutory consumer rights apply in addition to this policy.

Return policy at a glance

  • We accept returns for defective and non-defective products, including change-of-mind returns.
  • The standard return window is 21 days from delivery.
  • We accept items that are new or slightly used, provided they are returned with reasonable care.
  • Returns are made by post. The customer is responsible for return postage on a change-of-mind return.
  • We charge no restocking fee.
  • We accept exchanges, subject to the availability of the requested replacement.
  • We aim for the customer to receive an eligible refund within 7 calendar days after we receive the return (or earlier where the law requires).

Starting a return

Please contact us at support@lexahome.shop or through our Contact page before sending an item. Include your order number, the item you wish to return, and whether you would prefer a refund or exchange. For a fault, short details and photographs can help us investigate, but a photograph is not a condition of your statutory rights.

We will provide the postal return instructions and the return address for your order. The registered office shown on this site is a correspondence address; it is not presented as a walk-in return counter. Please do not send a return to that address unless we have given you that instruction.

Change-of-mind returns

For our voluntary 21-day return policy, send the item back within 21 days after delivery. Please pack it safely for the journey and retain proof of posting. Original packaging is helpful for safe transport, but it is not a blanket requirement.

Customers pay the return-postage cost for a change-of-mind return. We do not deduct a restocking fee. If you believe an item is faulty, damaged, incorrect, or not as described, contact us before paying for return postage; we will explain the appropriate next step and arrange a remedy where required.

Exchanges

Tell us the replacement you would like when you contact us. We will confirm availability and any price difference before an exchange is arranged. If the same item is unavailable, you may choose an eligible refund or an alternative only if you agree to it. We will not substitute a materially different product without your agreement.

Refund timing and method

For an eligible return, we refund the price paid for the returned item to the original payment method unless another lawful method is agreed. We aim for the customer to receive the refund within 7 calendar days after receiving the return or, where applicable, evidence that it was sent back. An inspection does not restart that period.

Faulty, damaged, incorrect or misdescribed items

Contact us as soon as reasonably possible if a product arrives damaged, is incorrect, is not as described, or develops a fault. We will assess the circumstances and explain the available remedy, which may include a refund, repair, or replacement. A short reporting deadline, original packaging, or the expiry of the voluntary 21-day window does not remove your statutory rights for faulty goods.

UK online cancellation rights

For many eligible online purchases, UK consumers may notify a trader of cancellation within 14 days after delivery and then have a further 14 days to return the goods. Statutory rules, including the rules on refunds and any applicable exceptions, apply separately from this voluntary policy. Our policy does not take away those rights.

Etsy orders

This page covers direct website orders only. If you purchased through Lexahome on Etsy, use Etsy messages and the terms shown for that Etsy transaction. Etsy orders are handled under the marketplace order record and its applicable protections.

Contact details

  • Legal operator: LEXA HOME LTD, trading as Lexahome
  • Company number: 16984204
  • Registered office: First Floor Flat, 13 Sunderland Road, London, United Kingdom, SE23 2PS
  • Email: support@lexahome.shop
  • Telephone: +44 7911 008986

Condition, packing and proof of posting

You may open packaging and inspect an item as you reasonably would in a shop. Please take reasonable care of it while it is with you. If an item has been damaged after delivery beyond normal inspection, tell us what happened so we can assess the position fairly. We distinguish customer-caused damage from a fault that was present when the item was supplied.

Pack a return securely enough for the item to travel safely. Include all parts supplied with the item and, where practical, an order reference inside the parcel. You do not need to purchase a premium tracked service to exercise a statutory right, but proof of posting is useful if a parcel is delayed.

UK statutory cancellation rights in more detail

For an eligible online purchase, you normally have 14 calendar days, starting the day after delivery, to tell us that you wish to cancel. You then normally have a further 14 days to send the goods back. A clear email to support@lexahome.shop is enough; you do not need a special form or a reason.

For a statutory cancellation, we refund the amount legally due without undue delay and within the applicable legal deadline. Where we wait for returned goods, that deadline is generally no later than 14 days after we receive them or receive evidence that they were sent back, whichever happens first. If a basic outward delivery charge was paid, the statutory rules on refunding it apply. Our usual direct-store standard shipping is free, so there is normally no basic shipping charge to refund.

Changes before dispatch

If you need to change an address, cancel, or correct an order, contact us promptly. We will check whether fulfilment can be stopped or amended. If it cannot, this does not remove an applicable cancellation or return right after delivery.

Optional cancellation wording

You may use this wording, but it is optional: “I give notice that I cancel my contract for the following goods: [item]. Order number: [number]. Name and address: [details].” Send it to support@lexahome.shop or to the registered office shown in the Contact Information policy. This is a notice address only; do not assume it is the return destination.

If a refund is missing

If you have not received a refund within the stated period, contact us with your order number, return details, and proof of posting if available. We will check the return record and payment status. A payment provider may display a refund differently from its issue date, but that does not change the applicable refund obligation.