Returns & Exchanges

All items sold by Lancaster & Gibbings are guaranteed to be authentic; produced exclusively in our own workshop, in new condition, and inspected by careful quality control. We offer a 100% guarantee that if you're in any way dissatisfied with your purchase we will exchange it or give you a full refund - whichever you prefer. All we ask is that you return your order to us in it's original condition and packaging.


 

In practice I would be happy to exchange an item after 6 months if it was still in it's original condition; I want to offer good customer service, so all our costumers are pleased.

This page is all about reassurance - about you being guaranteed a basic standard of service, as well as having a reference for what to do if you aren't happy. If you're looking at this because you need some help please feel free to call or email. What is written here should be regarded as the minimum you can expect.

 

   

Jim Lancaster

 

EU Law

Within the EU you have the right to cancel all online purchases within seven working days. This seven-day “cooling off” period begins on the day when you receive your purchase. You can choose to cancel your order for any reason within this timeframe, even if you simply changed your mind. The seller must give you a refund within 30 days. This refund must include any shipping charges you paid to send the purchase from the seller to yourself.

UK Returns Process

Lancaster & Gibbings offer an extended 18 day refund period. UK returns must be received within 18 days of you receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 14 days of receipt. 

Please follow the procedure below so that we can refund your money as quickly as possible:

1. Along with your order, you will also receive a returns label as part of your invoice. Please complete the questions on the returns label.

2. Replace your unwanted order, including packaging and paperwork, in the same protective outer packaging that it came in (or other suitable protective outer packaging).

3. The address to return the unwanted order to is:

RETURNS
Lancaster & Gibbings
Unit H The Scope Complex
Wills Road
Totnes
Devon
TQ9 5XN

4. Take to any post office and return your unwanted order using 2nd Class Royal Mail Recorded delivery (we will refund you this cost provided the item(s) is sent by this method). If you have opted to pay for an alternative delivery method (e.g. Royal Mail Special Delivery or an alternative delivery service) these costs will not be refunded.

5. The item(s) must be returned in the same condition as sent, in the original box, with all original paperwork. 

6. Within 5 working days of receipt we will inspect the item(s) as per requirements above. We will then refund the full purchase price of the order (including original postage) plus the cost of return (providing the process for return method stated above is followed). 

International Returns Process

For orders outside of the UK, please follow the procedure below so that we can refund your money as quickly as possible:

1. Along with your order, you will also receive a returns label as part of your invoice. Please complete the questions on the returns label.

2. Replace your unwanted order, including packaging and paperwork, in the same protective outer packaging that it came in (or other suitable protective outer packaging).

3. The address to return the unwanted order to is:

RETURNS
Lancaster & Gibbings
Unit H The Scope Complex
Wills Road
Totnes
Devon
TQ9 5XN
United Kingdom

4. Take to any post office and return your unwanted order using a cost-effective international delivery service that insures you for the value of your items. Please note that unfortunately we cannot cover the postage cost of returning goods to us from outside the UK.

5. The item(s) must be returned in the same condition as sent, in the original box, with all original paperwork.

6. Within 5 working days of receipt we will inspect the item(s) as per requirements above. We will then refund the full purchase price of the order (including original postage) in the currency that you originally purchased in. However please note, we are not responsible for any fluctuations in currency markets in the time between purchase and refund.

Statutory Rights

This does not affect your statutory rights.