Refunds and Returns Policy

Returning/Refunding a Product

Returned items must be unused and in a perfect re-saleable condition, accompanied by a valid order reference. If you are returning goods simply because they are unwanted or no longer required, you will be responsible for the cost of returning them. You may return your order at any time up to and including 14 days from the date of delivery.

Under the EU's Distance Selling Regulations, customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation (via our online form) must be received within 14 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. Lime Wood is not liable to cover costs of returning the goods.

You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature such as Royal Mail First Class (Recorded Delivery). Please ensure returned goods are stored safely as we will not be responsible for goods that are damaged whilst in your care.

Once we receive your returned good or goods a refund, if appropriate, will be issued for the full value of your purchases and the standard delivery cost that we offer (special delivery costs will not be covered). This will be charged back as a credit to the card used for the original purchase.

Damaged Goods

If you are returning goods due to damage, incomplete orders or incorrect delivery, we will refund you both the price you paid for the goods (inclusive of the initial delivery charge) and the recorded delivery costs for the return package from the original delivery address to our address as above. Please get a receipt from your Post Office to enable us to process the refund for your return postage costs.

Refunding a Voucher

You have 14 days from the date of the confirmation email which will be sent to you in accordance with clause 4.1 to change your mind and cancel your Order which will end the contract.

To cancel your Order, please let us know by doing one of the following:

(a) By Phone. Contact customer services on 02380 287177. Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b) Online. Complete the form on our website.

If you cancel your Order for any reason after the Voucher has been dispatched to you or you have received it the Voucher code will be voided so that it cannot be redeemed.

If you or we cancel your Order and you are eligible for a refund, we will refund you the price you paid for the Voucher including basic delivery costs, by the method you used for payment.

We will make any refunds due to you as soon as possible, and in all cases refunds will be made within 14 days of the date on which we receive notification from you of your wish to cancel your Order.

If you have redeemed your Voucher you will not be entitled to cancel your Order or receive a refund as we will have fulfilled our obligations in supplying the Product to you.