1. Retail customers — 14-day right to cancel
Under the Consumer Contracts Regulations 2013, retail customers have the right to cancel an order and return goods for any reason within 14 days of receipt. Goods must be unused, in resalable condition and in original packaging.
2. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, please contact us within 30 days of receipt at info@lyzooretailers.co.uk. We will arrange a free return, repair or replacement, or issue a full refund — in line with the Consumer Rights Act 2015.
3. Trade & wholesale returns
- Trade orders may be returned within 14 days of delivery for stock errors, shortages or damage in transit.
- Buy-back of correctly-supplied trade stock is by prior agreement only and may be subject to a restocking fee.
- Bespoke, personalised, or special-order trade items are non-returnable unless faulty.
4. How to request a return
- Email info@lyzooretailers.co.uk with your order number and reason for return.
- We'll issue a Return Merchandise Authorisation (RMA) and return address.
- Pack the items securely with the RMA reference visible.
- Send via a tracked service — retain proof of postage.
5. Refund processing
Approved refunds are issued to the original payment method within 14 days of receiving the returned goods. Original delivery charges are refunded where the entire order is returned within the cancellation period; return postage is the customer's responsibility unless the item is faulty or incorrect.
6. Brand-partner protections
For products covered by manufacturer warranties, we coordinate directly with the brand owner where required to ensure warranty claims are handled in line with the brand's authorised service network.
7. Exclusions
The following items cannot be returned for hygiene or safety reasons unless faulty: sealed personal-care, beauty or grooming products where the seal has been broken; perishable grocery items; opened software, digital downloads or activated licences.
8. Contact
Lyzoo Group Ltd · Unit 9024, Shurgard 40–46 Ashton Old Road, Manchester, M12 6LP · info@lyzooretailers.co.uk · +44 7440 586966
9. Your statutory rights
This policy is in addition to your statutory rights as a consumer under UK law, which are not affected.