Refund policy
At London Point Ltd, we want our returns process to be clear and straightforward. This policy explains how to request a return, exchange or refund.
30-Day Returns
In addition to your statutory rights, London Point Ltd offers a voluntary 30-day return period for eligible products.
You may request a return within 30 days of receiving your order. Please contact us before returning an item so that we can provide the correct return instructions and return address.
For change-of-mind returns under our voluntary 30-day policy, the item must:
- Be unused and in its original condition, apart from handling reasonably necessary to inspect the item.
- Include all accessories, manuals, labels and included components.
- Be returned in its original packaging where reasonably possible.
- Be accompanied by your order number or other proof of purchase.
We may reduce the refund if the value of the product has been reduced because it was handled beyond what was reasonably necessary to inspect its nature, characteristics and operation.
Your Right to Cancel an Online Order
For most products purchased online, you have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive the goods. After notifying us, you must return the goods within the following 14 days.
Our voluntary 30-day return policy does not limit or replace your statutory cancellation rights.
Products Excluded From Change-of-Mind Returns
The right to cancel or return a product because you have changed your mind may not apply to:
- Products made to your specifications or clearly personalised for you.
- Products that are liable to deteriorate or expire rapidly.
- Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
- Other products that are legally exempt from cancellation rights.
These exclusions do not affect your rights where a product is faulty, damaged, incorrect or not as described.
Damaged, Faulty, Incorrect or Misdescribed Products
Please inspect your order after delivery. If a product arrives damaged, is faulty, is different from the product ordered or is not as described, contact us as soon as reasonably possible.
Please provide:
- Your order number.
- The name of the affected product.
- A clear description of the problem.
- Photographs or videos showing the issue, where reasonably required.
London Point Ltd will review the issue and provide an appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Requesting photographs or other information does not affect your statutory consumer rights.
How to Request a Return
To request a return, email our Customer Support team:
Email: sales@londonpoint.co.uk
Please include your order number, the product you wish to return and the reason for the return.
Once your request has been reviewed, London Point Ltd will provide the correct return address and instructions. Please do not send a product back until you have received these instructions, as products sent to an incorrect address may be delayed.
We normally respond to return requests within 2 working days.
Our registered office at 124 City Road, London, EC1V 2NX is used for company administration and cannot accept physical product returns unless we specifically confirm otherwise in writing.
All return requests, customer communications and eligible refunds are handled by London Point Ltd.
Return Shipping Costs
For change-of-mind returns and other non-defective returns, you are responsible for the direct cost of returning the product unless London Point Ltd confirms otherwise in writing.
A prepaid return label is not automatically included for change-of-mind returns. If we offer a return label or collection service, we will explain any applicable cost before it is arranged.
Some furniture and other large products cannot normally be returned through standard postal services. Where collection is required, we will explain the available collection arrangements and applicable direct return cost before the collection is confirmed.
If a product is faulty, damaged, incorrect or not as described, London Point Ltd will arrange an appropriate return or collection method, or reimburse reasonable return costs agreed with us in advance, in accordance with your statutory rights.
London Point Ltd does not charge a restocking fee for approved returns.
Exchanges
Eligible products may be exchanged subject to availability.
Please contact us before returning the original product. If the requested replacement is unavailable, we may offer an alternative product or issue an eligible refund.
Refunds
When we receive your returned product, we will inspect it and notify you of the outcome of your return request.
If a refund is approved, it will be issued to the original payment method used for the order unless another method is required by law or agreed with you.
We aim to process approved refunds within 5 days after receiving the returned goods or acceptable evidence that the goods have been returned, as applicable.
In all cases, refunds will be processed within the time required by applicable UK consumer law.
Your bank, card issuer or payment provider may take additional time to make the refunded amount visible in your account after we have processed it.
Original Delivery Charges
Where required by law, we will refund the standard delivery charge paid for the original order.
If you selected an enhanced or more expensive delivery service, we are only required to refund an amount equal to the least expensive standard delivery service offered for the order.
Additional delivery services that have already been completed, such as a specifically requested premium delivery service, may not be refundable unless required by law.
Your Consumer Rights
Nothing in this Returns & Refund Policy excludes, limits or replaces your statutory rights under applicable UK consumer protection law.
Contact Us
If you have questions about a return, exchange or refund, please contact:
London Point Ltd
Email: sales@londonpoint.co.uk
Telephone: 020 3916 6120
Mobile: +44 7507 919525
Business hours: Monday to Friday, 9:00 AM to 5:00 PM, UK time