Refund policy
The LAVA Returns Policy
1. Inspection & Notification
The Buyer must inspect all goods immediately upon receipt and notify The LAVA by phone or email within 14 days of delivery if any goods are defective, damaged, or unsuitable.
Any discrepancies in quantity must be reported within 48 hours of delivery.
The LAVA shall not be liable to remedy any issues if notification is not received within these specified periods.
2. Product Quality Assurance
All items are checked before dispatch to ensure they meet our highest quality standards.
No goods are sent out damaged, faulty, or in incorrect quantities.
Breakages or faulty items will be replaced in accordance with this Returns Policy.
3. Return Shipping Costs
Unless otherwise agreed at the discretion of management, the Buyer may be responsible for the cost of returning items.
Postage refunds, where applicable, will be issued in the form of store credit.
4. Condition of Returned Items
The Buyer must ensure that all returned goods are in their original condition, including all boxes, manuals, instructions, guarantees, and packaging (where applicable).
5. Processing of Returns
The LAVA will process all valid returns within 30 days of receiving the goods in their original condition, together with the relevant paperwork.
We reserve the right to decline a return if these conditions are not met.
6. Pierced Jewellery
For hygiene reasons, The LAVA does not accept returns of pierced jewellery (including items within a set), unless the item is faulty and unworn.
7. Unsuitable Returns
Complete orders returned as “unsuitable” will be subject to a 10% restocking fee, and postage charges will not be refunded.
8. Duplicate Condition Requirement
All items must be returned in the same condition in which they were sent, complete with all original accessories and packaging.
9. Postage Refunds
If no prior contract has been agreed before the order, any postage refund will be provided as store credit.
Customer Right to Cancel
Customers have the right to cancel their purchase within 14 days of delivery.
Customers are responsible for return postage unless the item is faulty.
If the returned item has a manufacturer fault and is returned within the 14-day refund period, The LAVA may cover return postage up to the cost of Royal Mail Second Class Recorded Delivery.
Refund Timeline
Refunds are typically processed within four weeks of the return being shipped back, including:
5–10 business days for transit time,
3–5 business days for internal processing, and
5–10 business days for your bank to complete the refund.
You will receive an email notification once your refund has been processed.
How to Return an Item
Log in to your account.
Go to “Complete Orders” under the My Account menu.
Click “Return Item(s)” next to your order.
You will be notified by email once your return has been received and processed.
Shipping Policy
We can ship to virtually any address worldwide, though some product or destination restrictions may apply.
When placing an order, shipping and delivery dates will be estimated based on:
Item availability, and
The shipping option you select.
Depending on the shipping provider, estimated delivery dates may be shown on the shipping quotes page.
Please note that shipping rates for many items are weight-based.
Weights are shown on each product page and rounded up to the next full pound in line with carrier policies.