Returns, Refunds & Cancellation Policy
Last updated: 5 September 2026
We aim to resolve legitimate order problems fairly and with as little inconvenience as reasonably possible.
This policy does not restrict your statutory consumer rights.
Change of mind
For most eligible products purchased online, you may normally tell us that you wish to cancel within 14 days after receiving the goods without giving a reason.
After notifying us of a cancellation, where a physical return is required, you will normally have a further 14 days to send the goods back.
Contact:
WhatsApp Business (messages only): +44 7441 912951
Voice calls to this number are not monitored.
before sending anything.
We will provide the appropriate resolution and, where necessary, return instructions.
Do not send products to our registered office unless we expressly tell you to do so.
Cost of a change-of-mind return
Where a physical return is required because you have changed your mind, you are responsible for the direct return cost unless we expressly agree to bear that cost.
If goods are faulty, damaged, incorrect, unsafe or otherwise fail to conform to the contract, different statutory rules apply and we will bear reasonable return costs where required by law.
Returnless resolutions
In some cases we may decide that physically returning an item is unnecessary.
We may then provide an appropriate resolution without requiring a physical return.
This is decided individually and is not an unconditional customer entitlement.
Refund timing
Refunds will be made within the applicable legal period.
Where a physical return is required following cancellation, applicable law permits us in certain circumstances to wait until we receive the goods back or receive appropriate evidence that they have been sent.
If we expressly tell you that no return is required, we will not delay the agreed refund pending return of the product.
Delivery charges
Where required by cancellation law, we will refund the cost of our least expensive standard delivery method.
If you selected a more expensive delivery option, the additional amount does not normally have to be refunded.
Condition of returned goods
You may inspect goods to the extent reasonably permitted in a physical shop.
Where permitted by law, a refund may be reduced to reflect diminished value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.
Faulty or non-conforming goods
Goods must be of satisfactory quality, fit for purpose where applicable, as described and safe.
Where goods do not conform to the contract, statutory remedies apply.
In many cases, consumers have a short-term right to reject faulty or otherwise non-conforming goods during the first 30 days.
After that period, statutory repair, replacement, price-reduction or final-rejection remedies may apply depending on the circumstances.
Evidence
For claims involving damage, defects, incorrect goods or safety concerns, we may ask for reasonable supporting information.
This may include photographs or video where useful.
Evidence requests do not remove statutory rights.
Repeated or unusual claims
We may review repeated, inconsistent or unusual refund or replacement activity for fraud-prevention and operational purposes.
Automated tools may flag activity.
Material decisions concerning discretionary concessions or additional verification are subject to human review.
Statutory rights remain unaffected.
Model Cancellation Form
You may use this form, but you do not have to.
To:
LETOILE LTD 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom
Email: [email protected]
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Goods:
Ordered on:
Received on:
Name:
Address:
Signature, if submitted on paper:
Date: