Returns and Refunds Policy

Last updated: 11 September 2026

We hope you are delighted with your Les Frères Lavande purchase. If you have a problem with your order or wish to request a return, please read the following policy and contact us at lesfrereslavande@yahoo.com.

Online Order Cancellation

If you purchased a product through our website, you have the right to cancel your order within 14 days of receiving it, subject to the exclusions explained below.

To exercise your right to cancel, email us at lesfrereslavande@yahoo.com within 14 days of receiving your order. Please include:

• Your full name

• Your order number

• The product you wish to return

• The reason for your request, if you would like to provide one

You must send the product back within 14 days of notifying us that you wish to cancel.

Please do not return a product without contacting us first.

Return Conditions

To qualify for a change-of-mind return, the product must be:

• Unused and undamaged

• In its original packaging

• Complete with all seals, labels and accessories

• In a condition suitable for resale

• Accompanied by proof of purchase

You may inspect a product as you would in a physical shop. However, we may make a reasonable deduction from your refund if unnecessary handling has reduced the product’s value.

Opened Products and Hygiene

For health protection and hygiene reasons, products supplied with a protective seal cannot be returned after that seal has been broken, unless the product is faulty, damaged, incorrectly supplied or not as described.

This may include opened oils, cosmetic products, fragrances and other sealed personal-care products.

This exclusion does not affect your legal rights where a product is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, is faulty, is not as described or you receive the wrong item, contact us as soon as possible at lesfrereslavande@yahoo.com.

Please provide:

• Your order number

• A description of the problem

• Clear photographs of the product and its packaging

If the product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will offer the appropriate remedy in accordance with UK consumer law. This may include a replacement or refund.

We will cover reasonable return costs where a product is faulty, damaged, incorrectly supplied or not as described.

Return Shipping

For the correct postal return address and return instructions, please email lesfrereslavande@yahoo.com with your order number before sending your parcel.

Our Covent Garden market stand may not be the address for postal returns. please use the return address provided by our customer service team.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned product or acceptable evidence that it has been sent back.

For an eligible cancellation, we will also refund the cost of our least expensive standard delivery option. Additional charges paid for express or premium delivery will not be refunded beyond the cost of standard delivery.

Your bank or payment provider may require additional time to display the refund in your account.

Exchanges

If you would like a different product, please contact us before returning your order. Depending on availability, we may arrange a replacement or ask you to return the original product and place a new order.

Gifts and Promotional Items

Complimentary gifts must also be returned when the qualifying order is returned in full.

If a promotional gift is not returned, we may deduct its reasonable retail value from the refund where legally permitted.

In-Person Purchases

For purchases made in person at our Covent Garden stand, there is no automatic right to return a product simply because you have changed your mind.

However, your legal rights still apply if a product is faulty, damaged or not as described. Proof of purchase may be required.

Contact Us

For questions about returns, damaged products or refunds, contact:

Email: lesfrereslavande@yahoo.com
Business: Les Frères Lavande
Location: Covent Garden, London

Nothing in this policy limits or excludes your statutory rights under UK consumer law.