Returns & Refunds Policy
Last Updated: 28/05/2025
At LGS Design we take great pride in crafting bespoke, made-to-order products. As each item is customised specifically for you, we kindly ask you to read our Returns Policy carefully.
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1. Custom Products – No Change of Mind Returns
As our products are custom-made or personalised, they are exempt from the standard 14-day “cooling-off” return period under the Consumer Contracts Regulations 2013.
This means we are unable to accept returns or offer refunds if:
• You change your mind
• You ordered the wrong item or provided incorrect customisation details
• You no longer want the product
Please double-check all order details carefully before submitting your purchase.
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2. Returns for Faulty or Damaged Items
We want you to be completely happy with your order. If your item arrives faulty, damaged, or significantly different from the description, we will:
• Replace the item free of charge OR
• Offer a full refund (including standard delivery costs)
To report a fault or damage:
• Contact us within 7 days of receiving your order at info@lgsdesign.co.uk
• Include your order number, a description of the issue, and clear photos of the product and packaging
Once reviewed, we will inform you of the next steps. In some cases, we may ask you to return the item.
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3. Incorrect or Incomplete Orders
If we have made a mistake with your customisation or sent the wrong product, please contact us within 7 days. We will rectify the issue promptly by replacing the item or offering a refund.
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4. Return Process (if applicable)
Where returns are approved:
• We will provide you with return instructions
• Items must be returned in their original condition and packaging
• You will not be charged return postage for faulty or incorrect items
We recommend using a tracked service for peace of mind. We are not responsible for lost returns.
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5. Refund Timeframes
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed to your original payment method within 5–10 working days
• Shipping costs will only be refunded if the item is faulty or incorrect
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6. Contact Us
If you have any questions about your order or this policy, please don’t hesitate to contact us:
📧 Email: info@lgsdesign.co.uk
📞 Phone: 01246 942283
📍 Address: Unit 1 Whittington Works, Thompson Street, Chesterfield, Derbyshire, S41 9AR.
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