At Lapisona UK, we aim to provide excellent customer service throughout your purchasing experience, including after your order has been delivered.

This Return & Refund Policy explains the circumstances in which products may be returned, repaired, replaced, or refunded.

Please read this policy carefully before requesting a return.

1. Order Cancellations Due to Pricing or Stock Errors

We make every effort to ensure that product descriptions, prices, availability, and stock information displayed on our website are accurate.

However, our website may use software and third-party systems to manage pricing and inventory. Occasionally, technical or software errors may result in an incorrect price, inaccurate stock information, or an order that we are unable to fulfil.

If this occurs, Lapisona UK reserves the right to cancel the affected order. If your order is cancelled, you will receive a full refund using your original payment method.

Where appropriate, our sales team may contact you to offer the product at the correct price before the order is cancelled.

2. General Returns Policy

If you receive an incorrect item, or if a product develops a fault, please contact us as soon as possible so that we can investigate the issue and advise you of the appropriate next steps.

Subject to your statutory rights, eligible return requests for unwanted or non-faulty products must generally be submitted within 14 days of delivery.

If your return request is accepted, we will provide instructions explaining how to return the product.

Returned products must:

  • Be complete and include all original accessories, manuals, documentation, software, and warranties, where applicable.
  • Be securely packaged to prevent damage during transit.
  • Be returned in the original manufacturer’s packaging where required.
  • Include any serial numbers, labels, and identifying information.
  • Be returned within the timeframe specified in our return instructions.

Unless the product is faulty, incorrectly supplied, or otherwise covered by your statutory rights, original delivery charges may be non-refundable.

Nothing in this policy affects your statutory rights under UK consumer law, including rights relating to faulty, misdescribed, or incorrectly supplied goods.

3. Faulty Products and Warranty Returns

If you believe that a product is faulty, you must contact us and request a Return Merchandise Authorisation (RMA) before sending the product back.

When submitting an RMA request, please provide:

  • Your order number.
  • The date of purchase.
  • The product name and model.
  • The product serial number, where applicable.
  • A description of the fault.
  • Any relevant photographs, videos, or troubleshooting information.

Once we have confirmed that the product is covered by the applicable warranty, one of our technical team members may attempt to resolve the issue through telephone support, email, or remote assistance where appropriate.

If the issue cannot be resolved remotely, we may issue an RMA number and provide return instructions.

After the product has been returned:

  1. We will inspect and test the product.
  2. We may attempt to repair the product.
  3. If repair is not reasonably possible, we may provide a replacement where appropriate.
  4. Where a replacement is supplied, it may be new or refurbished to an equivalent standard and may have equivalent or improved specifications.

The available remedy will depend on the nature of the fault, the product warranty, applicable manufacturer terms, and your statutory rights.

4. Non-Faulty Product Returns

Requests to return unwanted or non-faulty products are subject to approval by Lapisona UK and may be accepted only where the applicable legal requirements and the conditions of this policy are satisfied.

Where we agree to accept a return for an unwanted product, the following conditions generally apply:

  • You must obtain our prior written approval.
  • The return request must normally be submitted within 14 days of delivery.
  • The product must be unopened and unused.
  • The manufacturer’s seal must remain intact.
  • The product must be in perfect resaleable condition.
  • All accessories, manuals, software, warranties, and other components must be included.
  • The original manufacturer’s packaging must be complete and undamaged.

Subject to applicable law, accepted non-faulty returns may be subject to a 25% restocking fee.

The restocking fee will not apply where the product was supplied incorrectly, is faulty, or where charging the fee would be inconsistent with your statutory rights.

We may be unable to accept returns where:

  • The product has been opened or used.
  • The manufacturer’s seal has been broken.
  • Original packaging has been damaged.
  • Components or accessories are missing.
  • The product is not in a suitable resaleable condition.
  • The product has been altered, installed, configured, or damaged after delivery.

5. How to Request a Return

Please follow the steps below before returning any product.

Step 1: Request an RMA Number

Contact us using the details provided below to request a Return Merchandise Authorisation.

Your request should normally be submitted within 14 days of delivery for eligible non-faulty returns.

Once your request has been reviewed, we will provide an RMA number and return instructions where the return is approved.

Do not send products back without receiving an RMA number and written return instructions from us.

Returns received without a valid RMA number may be refused or returned to the sender.

Unless otherwise agreed in writing, products should be received by us within the timeframe specified in your RMA instructions.

Step 2: Package the Product Securely

Pack the product in a strong shipping box to help prevent damage during transportation.

We recommend that you:

  • Use suitable protective packaging.
  • Insure the shipment where appropriate.
  • Select a courier that provides tracking and proof of delivery.
  • Retain your shipping receipt and tracking information.

Unless the return relates to a faulty, incorrectly supplied, or otherwise legally protected product, you may be responsible for return shipping costs.

You may use a reputable carrier such as Royal Mail, DPD, DHL, UPS, FedEx, or another service that provides delivery confirmation.

Step 3: Display the RMA Number

Clearly display the RMA number on the outside of the shipping package.

Do not write directly on the original manufacturer’s packaging or apply labels that could damage the original packaging.

Failure to follow these instructions may affect our ability to process the return or may result in refusal by the manufacturer.

Step 4: Send the Product to the Correct Address

Your RMA confirmation email will contain the applicable return address.

Please send the product only to the address specified in our return instructions.

Sending a return to an incorrect address may cause delays in inspection, repair, replacement, or refund processing.

6. Damaged Deliveries

Please inspect your delivery when it arrives.

Visible Damage

If the external shipping carton shows obvious signs of damage, you should, where possible:

  • Refuse delivery; or
  • Record the damage with the courier; and
  • Contact us immediately.

Concealed Damage

If you discover damage after opening the package, contact us as soon as possible and provide photographs of:

  • The shipping carton.
  • The internal packaging.
  • The damaged product.
  • Any shipping labels.

We may need to arrange an inspection with the courier or delivery provider.

Please retain all packaging until we advise you that it is no longer required.

Contact us at:

Email: info@lapisona.co.uk Telephone: 0208 050 2551

7. Restocking Charges

Subject to applicable law, a restocking fee of up to 25% may apply to an approved return of a non-faulty product where:

  • The original packaging has been damaged.
  • The product has been opened.
  • The manufacturer’s seal has been broken.
  • Components or accessories are missing.
  • The product is no longer in suitable resaleable condition.

A restocking fee will not be applied where doing so would breach your statutory rights or where the return is due to our error or a confirmed product fault.

8. Refunds

Once we receive your returned product, we will inspect it to determine whether it meets the applicable return conditions.

We will then email you to confirm:

  • That the returned product has been received.
  • Whether the return has been approved or rejected.
  • Whether any repair, replacement, credit, deduction, or refund applies.

Where a refund is approved, it will normally be issued to the original payment method.

Refund processing times may depend on your payment provider or bank. We will process approved refunds within the timeframe required by applicable law and, where relevant, within 14 days of the applicable refund approval or receipt of the returned goods.

Original delivery charges may not be refundable for non-faulty returns, except where required by law or where the product was incorrectly supplied or faulty.

9. Unauthorised Returns

Products returned without prior approval or without a valid RMA number may be refused.

Where a returned product does not meet the requirements of this policy, we may:

  • Contact you to discuss the available options.
  • Hold the product pending further instructions.
  • Return the product to you at your expense, where legally permitted.

We are unable to accept responsibility for products sent to an incorrect address or returned without following the applicable return instructions.

10. Your Statutory Rights

This policy does not limit or exclude any rights you may have under applicable UK consumer protection legislation.

Depending on the circumstances, you may have legal rights relating to:

  • Products that are faulty.
  • Products that are not as described.
  • Products that are not fit for purpose.
  • Products that are incorrectly supplied.
  • Online purchases that qualify for cancellation under the Consumer Contracts Regulations 2013.

Where a statutory right applies, it will take precedence over any conflicting provision in this policy.

11. Contact Us

If you have any questions about returns, refunds, warranty claims, or replacement products, please contact us before sending anything back.

Lapisona UK 139 Eswyn Road London SW17 8TW United Kingdom

Telephone: 0208 050 2551
Email: info@lapisona.co.uk