IN-STORE RETURNS

Items purchased in-store may be exchanged for a store credit or alternative items up to the value of the original purchase within 14 days of purchase, provided you have your original receipt.

Faulty or misdescribed items: If an item purchased in-store is faulty, not fit for purpose, or not as described, you are entitled to a full refund within 30 days of purchase under the Consumer Rights Act 2015.  If an item develops a fault after 30 days of purchase, we will assess the item and, where the fault is confirmed to have existed at the point of sale, offer a repair or replacement at our discretion.

Please note: we do not offer change-of-mind refunds on in-store purchases beyond the exchange option described above. This does not affect your statutory rights.

Please note that the following are not considered faults and will not qualify for a remedy:

• Damage resulting from misuse, neglect, or accidents
• Wear consistent with the age and use of the item
• Damage caused by failure to follow the care label instructions
• Natural variation in fabric, texture, or colour inherent to the material

We may ask you to provide proof of purchase and, where relevant, evidence of how the fault occurred. Items may be sent for independent assessment where the cause of a fault is disputed.

ONLINE RETURNS

As an online customer, you have the right to cancel your order within 14 days of receiving your item under the Consumer Contracts Regulations 2013 (your “cancellation period”). You then have a further 14 days from the date you notify us of your cancellation to return the goods.

How to Return an Online Order

Please follow these steps:

1.     Request a Returns Merchandise Authorisation (RMA) number within 14 days of receiving your order by emailing info@libelula-studio.com. Please also complete the enclosed returns/exchange form.

2.     Once you have your RMA number, return the item(s) to us within 14 days. Goods must be returned in the condition in which they were received, with all original packaging (see Packaging Policy below).

3.     We will process your refund within 14 days of receiving the returned goods. Refunds will be credited to your original payment method and will exclude outbound shipping costs, unless the item is faulty or misdescribed.

4.     You will be notified by email once your return has been received and processed.

Return Postage

The cost of return postage is your responsibility, except where the item is faulty, not fit for purpose, or not as described, in which case we will cover the return postage costs.

We strongly recommend using a tracked/recorded postal service and retaining proof of postage. Returned parcels remain your responsibility until received and signed for by us. We cannot accept liability for items lost or damaged in transit.

If you refuse delivery of an item without a valid reason, Libelula reserves the right to deduct the cost of return postage from your refund.

Packaging Policy

Items should be returned in their original condition, including the Libelula branded box (for full-price items). The branded box should be placed inside suitable outer packaging to protect it during transit.

Where the branded box is returned in a damaged or unusable condition, we reserve the right to deduct a reasonable charge reflecting the cost of the box from your refund. We will always inform you of any such deduction before processing your refund. 

FAULTY OR MISDESCRIBED ITEMS

If your item arrives faulty, not fit for purpose, or not as described, you are entitled to:

•       A full refund within 30 days of receipt

•       A repair or replacement after 30 days (at our discretion or yours, depending on the circumstance)

•       We will cover all return postage costs for faulty or misdescribed items

Please contact us at info@libelula-studio.com with details and, where possible, photos of the fault.

EXCHANGES

Online exchanges are available for a different size of the same item. Please specify the size you require when requesting your RMA number.

If you wish to exchange for a different style, we recommend returning the original item for a refund and placing a new order. This ensures you are not disadvantaged if your preferred item goes out of stock.

GIFT RETURNS

If you have received a Libelula item as a gift and wish to return it, you may exchange it for store credit to a Libelula account (you will need to register your details).

•       Gift returns must be made within 14 days of the gift recipient receiving the item

•       Store credit is valid for 12 months from the date of issue and will be automatically applied to your next purchase

•       You may be asked for proof of purchase to process the store credit

•       Any difference in value, additional shipping, taxes, or import duties will be payable by you

To arrange a gift return, please email info@libelula-studio.com.

RECEIVING YOUR REFUND

Refunds will be credited to the original purchaser’s payment method or Libelula account, and will exclude outbound shipping costs (unless the item is faulty or misdescribed).

For orders delivered outside the UK, customs duties and local sales taxes are non-refundable through Libelula. You may be able to reclaim these directly through your local customs authority. Please note that exchange items sent to destinations outside the UK will be subject to applicable customs duties and taxes upon re-entry.

RETURNS ADDRESS

Libelula RETURNS

2 The Street,

Cherhill,

Calne,

SN11 8XP

Tel: 07986 583238

Questions?

If you have any questions about this policy or your return, please contact us at info@libelula-studio.com. We’re always happy to help.