Refund policy
Every Longwell & Co. piece is made to last. On the rare occasion something isn't right, we'll guide you through the process clearly and fairly, in line with UK consumer law.
30 day return window
You have 30 days from the day you receive your order to let us know you'd like to return an item. To start a return, please email customer@longwellco.com with your order number and the reason for your return. Our team will respond within two working days with the next steps. We kindly ask that you do not return any items before receiving confirmation, as unauthorised returns cannot be processed.
Condition of returned items
To qualify for a refund, items must be returned in their original, unused condition, with all original packaging, protective materials and documentation intact. Items that show signs of use, washing, or damage beyond reasonable inspection may be subject to a reduced refund, at our discretion and in line with UK consumer law.
Return shipping
Return shipping is the responsibility of the customer. We recommend using a tracked and insured service, as Longwell & Co. cannot accept responsibility for returns lost or damaged in transit to one of our multiple warehouses located in Europe, US and Asia.
Faulty or incorrect items
If your item arrives faulty, damaged or not as ordered, please contact us within fourteen days of delivery with your order number and clear photographs showing the issue. We will review each case individually and, where appropriate, arrange a replacement, repair or refund in line with your rights under the UK Consumer Rights Act 2015.
Refunds
Once your return has been received and inspected, we will confirm the outcome by email. Approved refunds are issued to the original payment method within fourteen days of receipt. Depending on your bank, funds may take a further three to five working days to appear in your account.
Non-returnable items
For hygiene, safety and quality reasons, the following items cannot be returned:
- Items that have been used, washed, or altered
- Items returned without original packaging
- Sale items and promotional bundles
- Gift cards
- Custom or personalised pieces
This does not affect your statutory rights in the case of faulty goods.
Order cancellations
If you wish to cancel an order within 24 hours, please contact us as soon as possible at customer@longwellco.com. Once an order has left our warehouse, our standard return policy applies.
Questions?
For any questions about returns, please email customer@longwellco.com. We respond to all enquiries within three working days.