Refund policy
Refund & Returns Policy
We want you to feel confident when ordering from Lowdy. Please read the following carefully, as our return policy differs depending on the type of product purchased.
Some of our products are made to order and produced specifically for you once your order is placed. Other products are supplied from trusted warehouse partners. The applicable return terms are outlined below.
Made to Order Products
The majority of our products are made to order and produced specifically for you once your order is placed. This includes printed textiles, wallpaper, home décor items, handbags and other custom printed products.
In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, goods that are made to order or clearly personalised are exempt from the statutory 14-day cancellation right.
For this reason, we do not accept returns or exchanges for change of mind, incorrect selection, or ordering errors on made to order products.
If your made to order item arrives faulty, damaged, or incorrectly produced, please contact us within 14 days of delivery at help@lowdy.co.uk with your order number and clear photographs of the issue. We may request additional information to assess the claim.
Where a product is confirmed to be faulty or incorrectly supplied, we will offer a replacement, repair, or refund in accordance with your rights under the Consumer Rights Act 2015.
Nothing in this section affects your statutory rights, including your right to reject faulty goods within 30 days of delivery.
We may request that original packaging is retained when reporting damage, as this may be required for courier claims.
Wallpaper and Samples
We strongly recommend ordering a sample before purchasing full rolls of wallpaper. Colours, scale and finish may vary slightly between screen display and the final printed product due to variations in devices and production processes.
Wallpaper rolls are made to order and are therefore non-refundable unless faulty, damaged, or incorrectly produced.
Warehouse and In-Stock Products
Some items available on our website are supplied from trusted warehouse partners and are not made to order.
For these items, you have the right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations 2013.
To exercise your right to cancel, you must notify us within 14 days of receiving the goods by emailing help@lowdy.co.uk with your order number and details of the item(s) you wish to return.
You then have a further 14 days from the date of cancellation to return the goods.
Returned items must be unused, in their original packaging, and in resaleable condition.
Return shipping costs for change of mind cancellations are the responsibility of the customer unless the item is faulty or incorrectly supplied.
Please do not return items without prior written approval, as return instructions and addresses may vary depending on the supplier.
If your warehouse supplied item arrives faulty or damaged, please contact us within 14 days of delivery with your order number and clear photographs of the issue. We will arrange a repair, replacement, or refund as appropriate under the Consumer Rights Act 2015.
Refund Processing
For cancellations under the Consumer Contracts Regulations, we will issue your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned.
Refunds will be made using the original method of payment.
Where an order is cancelled in full under your statutory cancellation rights, we will refund the standard delivery charge paid at the time of purchase. Any upgraded or express delivery charges are non-refundable.
For faulty goods, refunds will include the original delivery charge where applicable.
Please note that payment providers may take additional time to process and display refunded funds.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.