Refund policy

Refund & Returns Policy

We want you to love your Library Lantern. If it is not right, this policy explains exactly how to put it back.

Our 30-day money-back guarantee

You may request a refund or a replacement within 30 days of delivery. To be eligible the item must be in the condition you received it, with its packaging where possible. Start a return through our Contact page with your order number and a short note about the problem.

Your statutory right to cancel (UK and EU)

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving it, without giving any reason. You then have a further 14 days to return the goods. This statutory right sits alongside — and is not replaced by — our 30-day guarantee, and nothing in this policy affects your legal rights.

Faulty or damaged items

If your item arrives faulty, damaged or not as described, contact us within 30 days of delivery with your order number and a photograph. We will arrange a replacement or a full refund, including any delivery charge you paid, and you will not be asked to cover return postage.

Return postage

For a change-of-mind return, you are responsible for the cost of returning the item unless we agreed otherwise. For a faulty, damaged or incorrect item, we cover the return cost. Please do not send anything back before contacting us — returns received without prior contact can take considerably longer to process.

Refunds

Once your return arrives and has been checked, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a further few days to show the money in your account.

Exchanges

The fastest way to swap a design is to return the original for a refund and place a new order, so you are not waiting on the return to arrive before the replacement ships.

Items we cannot accept back

We cannot accept returns of items that have been damaged through misuse or modification, or returns requested more than 30 days after delivery. Gift cards are non-refundable.

Late or missing refunds

If you have had a refund confirmation from us but the money has not appeared, please check with your bank or card provider first, as posting times vary. If it is still missing, contact us through our Contact page and we will chase it.