Refund policy

Last updated: May 5, 2026

At The Lenity, we are committed to providing a transparent, fair, and easy-to-understand return and refund process for our customers across the United Kingdom. This policy outlines the procedures, eligibility criteria, timelines, and customer responsibilities to ensure clarity and a smooth shopping experience.

1. Overview

The Lenity aims to ensure customer satisfaction through a clear and reliable returns and refunds process.

Key Points:

  • Return window: 30 days from delivery date
  • Refund processing: 10 business days after receiving returned item
  • Restocking fee: 0% (No restocking charges)
  • Returns accepted for both defective and non-defective items
  • Exchanges are allowed

2. Eligibility for Returns

To be eligible for a return:

  • Items must be returned within 30 days of receiving the order
  • Products must be in their original condition, including packaging, tags, and accessories
  • Both defective and non-defective items are eligible

Note: Items that show signs of use, damage, or missing components may not qualify for a full refund.

3. Types of Returns

Defective or Damaged Items

If you receive a defective or damaged item:

Please provide:

  • Order number
  • Item name
  • Description of the issue
  • Clear photos of the damage or defect

Resolution Options:

  • Full refund to the original payment method
  • Replacement of the same or similar item

Shipping Cost:
The Lenity will cover return shipping costs for defective or incorrect items.

Non-Defective Items (Change of Mind)

If you wish to return an item for non-defective reasons:

  • Item must be unused and in original packaging
  • Return must be initiated within 30 days

Shipping Cost:
Customers are responsible for return shipping costs.

Refunds will be processed after the item is received and inspected.

4. Return Process

To return an item, follow these steps:

Step 1: Contact Customer Support

Email: support@thelenity.com
Phone: 07988564429

Step 2: Provide Return Details

  • Order number
  • Item(s) to return
  • Reason for return

Step 3: Receive Instructions

Our team will provide the return address and instructions.

Step 4: Ship the Item

Customers must securely package and send the item.

Step 5: Inspection & Confirmation

Once received, we will inspect the item to confirm eligibility.

5. Return Shipping Responsibility

Change of Mind:

  • Customer pays return shipping
  • Customer prints and attaches return label

Wrong Item Ordered by Customer:

  • Customer pays return shipping

Damaged or Defective Item:

  • The Lenity covers return shipping cost

Incorrect Item Sent by The Lenity:

  • The Lenity covers return shipping and provides label

6. Refunds

Processing Refunds

  • Refunds are issued to the original payment method
  • Processed within 7–10 business days after inspection

Refund Amount

  • Includes the cost of returned item(s)
  • Shipping charges are non-refundable, unless item was defective or incorrect

Refund Delays

  • Processing time may vary depending on your bank or payment provider
  • Contact us if your refund has not appeared after the stated timeframe

7. Exchanges

  • Exchanges are available for the same or similar item
  • Process follows the same steps as returns
  • Exchange is processed only after receiving the returned item
  • Customers may be responsible for shipping costs

8. Customer Responsibilities

Customers are responsible for:

  • Providing accurate return information
  • Packaging items securely
  • Paying return shipping where applicable

Lost Returns:
The Lenity is not responsible for items lost in transit during return shipping.

9. Special Cases

  • Partial Returns: Refund applies only to returned items
  • Multiple Items: Each item must meet return criteria
  • Peak Periods: Processing may take longer during holidays

10. Contact Information

Store Name: The Lenity

Address: 27 Abbot Rd, Bury Saint Edmunds IP33 3UB, United Kingdom

Email: support@thelenity.com

Phone: 07988564429

Customer Service Hours:

Time Zone: (GMT +00:00) London

Mon–Fri: 9:00 a.m. to 5:00 p.m.
Sat - Sun: Closed

Order Cut‑Off Time: 2:00 PM

We aim to respond to all messages within 24 hours.

11. Additional Notes

  • Returns that do not meet eligibility criteria may be rejected
  • Customers should keep shipping receipts and tracking details
  • The Lenity reserves the right to update this policy at any time

Thank you for shopping with The Lenity.