Returns Policy
At Llexeter, we aim to ensure your complete satisfaction with every purchase. However, if you need to return an item, our returns policy is designed to make the process as simple and straightforward as possible.
30-Day Return Guarantee
We offer a 30-day return policy for most items purchased through our website. If you are not entirely satisfied with your purchase, you can return it within 30 days from the date of delivery, subject to the following conditions:
- Condition of Items: The item must be returned in its original, unused condition, with all original packaging, tags, and accessories included. Items that are damaged, used, or missing parts may not be eligible for a full refund.
- Proof of Purchase: Please include your proof of purchase (invoice or order confirmation) with your return to ensure proper processing.
- Return Shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure your return is received.
How to Return an Item
- Initiate Your Return:
- Log into "My account" on CMPO and navigate to Order List. If you click into the relevant order you can create an Return including a unique reference number. If you can't process a return online then please contact our customer service team via email at customerservice@llexeter.co.uk or call us at 0844 567 8887 (Calls cost 7p per minute plus your phone company's access charge.) to initiate your return. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Receive Return Instructions:
- Our customer service team will provide you with return instructions, including the return address and any necessary labels.
- Package Your Return:
- Carefully package the item(s) to prevent damage during transit, any damages during transit is not covered.
- Ship the Return:
- Send the return package to the address provided. Keep a record of your tracking information in case it is needed.
Refunds
Once we receive and inspect your return, we will process your refund. Refunds will be issued to the original payment method within 14 working days of receiving the returned item. Please note:
- Original Shipping Costs: Original shipping costs are non-refundable unless otherwise agreed in advance.
- Refund Amount: The refund amount will be for the cost of the item(s) only, excluding any original shipping charges unless otherwise specified.
Exchanges
If you would like to exchange an item, please follow the return process outlined above and place a new order for the desired item. This ensures faster processing and availability of your new item.
Non-Returnable Items
Certain items may be non-returnable due to hygiene reasons, customization, or other specific conditions. These items will be clearly marked as non-returnable in the product description. Non-returnable items include, but are not limited to:
- Custom-made or personalized items
- Opened or used hygiene products (e.g., helmets, earplugs)
- Clearance or final sale items
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 3 working days of delivery. We will arrange for a replacement or refund, including the cost of return shipping for damaged or defective items.
Contact Us
If you have any questions about our returns policy or need assistance with a return, please contact our customer service team at:
- Email: customerservice@llexeter.co.uk
- Phone: 0844 567 8887 (Calls cost 7p per minute plus your phone company's access charge.)
We are here to help and ensure your return is handled promptly and efficiently.
Your statutory rights are not affected by this returns policy.