Refund policy

We hope you will be happy with your purchase from Love My Libre, however, if you need to return an item and would like to request a refund, please email us in the first instance. Our email is hello@lovemylibre.com

Please do not send packages to us without letting us know in advance or we may not be able to process your refund. We will let you know further details for returning your item.

REFUND POLICY FOR UK PURCHASES ONLY - for all orders outside of the UK, our International Refund Policy shall apply, see information further down page  under 'REFUND POLICY FOR INTERNATIONAL PURCHASES'

Due to the nature of the armbands having direct skin contact, these are treated as hygiene products and the following policy applies. A 14 day cooling off period does not apply. This does not affect your statutory rights.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused in the original unopened sleeve packaging that protects the armband.

• Armbands are only accepted for a return if unused and unworn. This is for hygiene reasons. Please do not return worn armbands as these cannot be reused for hygiene reasons and a refund will not be given if there are signs of wear or damage. All armbands are very carefully examined before determining if eligible for a refund.
• A return is not accepted for a refund if the sealed packaging of the sleeve containing the armband has been opened or tampered with in any way.
• In limited circumstances and at our sole discretion a deduction may be made for wear and a partial refund applied.
• Please provide your order number or name and date of order when contacting us to request a refund.
• Please use the original outer packaging where possible. This will keep down the postage cost and minimise the risk of damage in transit.
• Refunds are only issued once a return has been received and checked for signs of wear and if determined by us to be eligible for a refund.
• A return fee for restocking of the product shall apply to orders returned where the product is determined not to be faulty. Where eligible for a refund, the amount of £9.00 shall be deducted from the amount returned to the customer. 
• If an order is eligible for refund, the cost of postage is only refunded where standard postage has been applied and included in the cost of the purchase. All charges for upgraded postage services are non-refundable.

To start a return, you must contact us at hello@lovemylibre.com. Only if we agree to accept your return should you send the item(s) back to us. This must be within 14 days of receiving the order.

Please use the cheapest delivery for returns. This is usually 2nd class Royal Mail delivery. Using the original packaging classifies as a large letter (in the UK). 

The cost of the return is the responsibility of the customer except where we notify you that the item is accepted as defective. For defective products, you will be reimbursed only for the cost of a 2nd class large letter.

You are advised to ask for a Certificate of Postage for proof of return. There is no need to send your return as ‘recorded’ or ‘signed for’ delivery.

Our return address is:

Love My Libre Ltd.

Lime Tree Cottage
Great Poultney Farm
Gilmorton Road, Walcote
Lutterworth
Leicestershire LE17 4LD

Please get in touch if you have questions or concerns about your specific item. You are welcome to contact us at any time with your queries.

Please note: The above returns policy refers to change of mind only and does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Damages and defects

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Do not send the item back to us unless we have agreed this with you in advance. If the item has been worn or if the defect is not a result of our manufacture, you may not receive a refund. We will investigate the defect and you will be advised of the outcome before any payment is made.

Delivery Services and Postage Refunds

Love My Libre offers Royal Mail Tracked 24 and Royal Mail Tracked 48 delivery services. These are Royal Mail delivery services and are not guaranteed next-day or guaranteed delivery services. The terms "Tracked 24" and "Tracked 48" refer to the service purchased and should not be interpreted as a guarantee that an order will be delivered the next day or within 48 hours.

As a small independent business, every Love My Libre armband is individually made to order before dispatch. Orders are processed and dispatched as quickly as possible using the delivery service selected at checkout.

Where an order has been dispatched using the delivery service selected at checkout, delays caused by Royal Mail, including those arising from severe weather, industrial action or disruption to Royal Mail's network, do not qualify for compensation or a refund of the delivery charge.

If Love My Libre dispatches an order using a different delivery service from that selected at checkout, we will review the circumstances and provide an appropriate remedy where applicable. Nothing in this policy affects your statutory rights.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

REFUND POLICY FOR INTERNATIONAL PURCHASES

The following policy applies to all orders placed from outside of the UK.

Due to the nature of the armbands having direct skin contact, these are treated as hygiene products and the following policy applies

1. Returns are only accepted where we are contacted with a return request within 14 days of the date the item is received, or within 30 days of order, whichever is the earliest, unless the item is faulty.
2. Armbands are only accepted for a return if unused and unworn. This is for hygiene reasons. Please do not return worn armbands as these cannot be reused for hygiene reasons and a refund will not be given if there are signs of wear or damage. All armbands are very carefully examined before determining if eligible for a refund.
3. To be eligible for a return, your item must be in the same condition that you received it, unworn and unused in the original unopened sleeve packaging that protects the armband.
4. Returns should be sent in the original packaging where possible. This will keep down the postage cost as the packaging classifies as a large letter in the UK.
5. We do not provide a free returns service for orders shipped outside of the UK and customers returning items will need to pay for the shipping cost of returning items back to us in the UK. 
6. We do not reimburse the shipping charges incurred returning an item, or refund the original delivery charge, unless the item is faulty and we have confirmed this to you.
7. Customers are advised to ask for a receipt of postage (or similar) for confirmation of posting a return. If you have this, there is no need to send returns back as signed for or recorded delivery. Customers are advised to keep any receipt of postage safe as this may be needed as proof of return. We cannot take responsibility for items damaged or lost in the return transit.
8. Refunds are subject to appropriate deductions. In addition to points 4. and 5. above regarding shipping, we will not refund any taxes paid to send the goods to you and deductions may be made for wear and tear. See 8. below. 
9. We reserve the right to inspect products being returned and to make appropriate adjustments for significant wear and tear or damage.
10. A restocking fee of 20% of the full selling price shall also be deducted from any refund, before deductions for wear and tear or damage.
11. Returns should be put in the post/shipped back to us within 7 days of receiving confirmation from us authorising a return request.

Refunds

If you have requested a refund, this will normally be processed within 1-2 working days of us receiving your return. We will notify you by email to confirm that we have received the return and have processed a refund payment.

Refunds may only be issued to the credit card or other payment means used to make the original purchase.

Exchanges

Please contact us if you would like to exchange an armband. We will generally only accept exchanges where the armband is unworn and you contact us within 14 days of receiving your order. Exchanges can only be made for a different size. We are unable to exchange product type.

To make an exchange you will need to return the original armband at your own expense and this should reach us within 14 days of our accepting the exchange. An additional charge for shipping will apply to all international orders unless the exchange relates to faulty goods or an error by us.

Exchange armbands will only be despatched once we have received your original item and when any additional shipping costs have been received by us.

Further purchases

Any promotional discount applies to the original purchase only and if returned, is not valid for any subsequent purchases.