Returns, Refunds and Exchanges

We hope you will be delighted with your order. However, if something is not right or you change your mind, please contact us at orders@lovecountryuk.co.uk and we will be happy to help.

Nothing in this policy affects your statutory rights.

Changing Your Mind

When purchasing online, you have the legal right to cancel most orders within 14 days of receiving them without giving a reason.

At Love Country Ltd, we extend this period to 30 days. Please contact us within 30 days of receiving your order to tell us that you wish to make a return. We will provide the current return address and instructions.

After notifying us, please return the item promptly and within 14 days.

Items should be returned in their original condition and packaged carefully. You may examine an item as you would in a shop, but we may make a reasonable deduction from the refund if unnecessary handling has reduced its value.

Please include your order number or completed returns form so that we can identify and process your return.

All returns must be authorised before sending back. Please email us to check before sending your item.

Return Postage for Change-of-Mind Returns

You are responsible for the cost of returning an unwanted item unless we have agreed otherwise.

We recommend obtaining proof of postage and using a suitable tracked or insured service, particularly for fragile or valuable items. You are responsible for taking reasonable care of the goods while they are being returned.

If an item is large, heavy or fragile, please contact us before returning it. We may be able to arrange a suitable courier for you, and any applicable collection cost will be explained in advance.

Original Delivery Charges

If you cancel your full order within the statutory 14-day cancellation period, we will also refund the cost of our least expensive standard delivery option.

If you selected a more expensive or upgraded delivery service, we are not required to refund the additional delivery cost.

Our extended returns period between days 15 and 30 is a goodwill policy. Original delivery charges are not normally refunded for returns made during this additional period unless the item is faulty, damaged, incorrect or we agree otherwise.

If you return only part of an order, the original delivery charge will not normally be refunded unless returning that item reduced the delivery charge that should have applied to the remaining order.

Faulty, Damaged, Incorrect or Missing Items

If your item arrives faulty, damaged, incorrect or incomplete, please contact us as soon as reasonably possible at orders@lovecountryuk.co.uk

Please include your order number and a description of the problem. Photographs of the item and packaging are very helpful and may allow us to resolve the matter more quickly, but requesting photographs does not affect your statutory rights.

Depending on the circumstances and your legal rights, we will offer an appropriate remedy, which may include a replacement, repair, price reduction or refund.

Where an item is faulty, damaged or supplied incorrectly, Love Country Ltd will cover reasonable return postage costs or arrange collection where appropriate. Please contact us before returning the item so that we can provide instructions.

Damage does not have to be reported within 48 hours for your statutory rights to apply, although telling us promptly will help us investigate and resolve the problem.

Lost or Undelivered Orders

If your order has not arrived within the expected delivery period, please contact us. We will investigate the delivery with Royal Mail or the relevant courier and may ask you for reasonable information to help us do this.

Each reported loss will be considered individually using the available tracking information, proof of delivery and any delivery instructions provided by the customer.

If an order is confirmed as lost before it was legally delivered, we will offer an appropriate replacement or refund. If the available evidence confirms that the parcel was delivered in accordance with specific instructions provided by the customer, we may not be responsible for any loss or theft that occurs afterwards.

Nothing in this section affects your statutory rights.

Sale, Discontinued and “Seconds” Items

Items purchased in a sale have the same statutory rights as full-price items.

Sale and discontinued items bought online may be returned under the change-of-mind provisions above unless a legal exception applies.

Products sold as “seconds” will be clearly described, including any known imperfections. You cannot make a claim based solely on an imperfection that was clearly disclosed before purchase, but your statutory rights still apply if the product has another fault, is not as described or is not fit for purpose.

Sale Items, Clearance Products and Dated Goods

Our extended 30-day change-of-mind returns policy does not apply to:

• Sale or clearance items
• Discontinued products
• Dated or time-sensitive products, including calendars and diaries
• Products clearly marked as “seconds”

These products may still be returned under your statutory online cancellation right. You must notify us that you wish to cancel within 14 days of receiving your order and return the product within a further 14 days.

Items must be returned in their original condition. We may make a reasonable deduction from the refund if handling beyond what would be permitted in a shop has reduced the item’s value.

Products sold as “seconds” will be clearly described, including any known imperfections. You cannot make a claim based solely on an imperfection that was clearly disclosed before purchase.

This restriction does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, not as described or not fit for purpose.

Personalised and Custom-Made Products

Unless faulty, damaged or incorrectly supplied, personalised products and products made to your individual specifications cannot normally be returned simply because you have changed your mind.

Digital Products and Online Tuition

Your right to cancel digital content may end once downloading, streaming or access has begun, provided you expressly agreed to immediate access and acknowledged that this would cause you to lose your cancellation right.

This does not affect your rights if digital content is faulty, not as described or does not function as it should.

Separate cancellation terms may apply to memberships, subscriptions, workshops and other services. Any relevant terms will be shown before purchase.

Exchanges

If you would like to exchange an eligible item, please contact us and we will confirm whether the requested replacement is available.

If it is unavailable, we will offer an alternative or issue the appropriate refund. You may need to pay any difference in price or additional delivery charges for a voluntary exchange.

Refunds

Once we receive your return, we will inspect it and confirm that the refund is being processed.

Where you exercise your statutory right to cancel, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first. We may withhold the refund until we have received the goods or evidence of their return.

Refunds will normally be made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.

How to Arrange a Return

Please email orders@lovecountryuk.co.uk before returning an item, quoting:

• Your name
• Your order number
• The item you wish to return
• Whether the item is unwanted, faulty, damaged or incorrect

We will reply with the current returns address and any instructions needed.

Contacting us first helps us process your return quickly, but it does not remove or restrict any statutory rights you may have.

Best wishes,

Sarah Reilly

Wild Woodland Studio | Love Country 

Website: https://lovecountrybysarahreilly.co.uk/

Painting Workshop: www.lovecountrystudio.co.uk

YouTube: https://www.youtube.com/@LoveCountrybySarahReilly

Facebook: https://www.facebook.com/lovecountryuk/

FAQ’s:

Will I have to pay postage for my return?
Yes, you do have to pay postage on any returns to us, unless an item is faulty or received in error. We are a small business so at the moment we cannot offer free returns.

Can I exchange an item for a different item?
Yes, we are happy to discuss options

What if the item I request to exchange for is out of stock?
If we do not have the item in stock that you ask for in exchange, we will contact you for a second choice but if we cannot reach you we will automatically refund you the full amount.

Can I return something that I bought in a discontinued sale or seconds sale?
No, unfortunately we do not accept returns for sale items unless faulty.
If you purchase during one of our general sales online and wish to return /exchange an item you are welcome to. You can do this equal to the amount your purchased. If the replacement item costs more and the sale has finished you will need to pay the difference.

Will my shipping fee be refunded?
Unfortunately, no shipping costs can be refunded. Unless an item was faulty.

We must treat all our customers fairly, so they receive exactly the same service every time, without exception. We must stick to the returns policy. We cannot be responsible for the loss or damage of any returned parcels, so please keep your tracking number.
It can take up to 14 working days for your refund to reach you, depending on your bank.
We strive to give you a wonderful shopping experience, but we are human, and mistakes occasionally happen. If you’ve been disappointed in any way, please get in touch and talk to our friendly team on email support@lovecountryuk.co.uk and give us a chance to resolve any issues.
Thank you!