SHIPPING & RETURNS

At Lhatah, we take pride in delivering premium health and beauty products to our UK customers. We understand that sometimes you may change your mind. Our return policy complies strictly with UK consumer laws, ensuring fairness while maintaining the highest health and safety standards.

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1. The 14-Day Cooling-Off Period Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your order and return the goods within 14 days of receiving your parcel. To be eligible for a return, the item must be unused, unopened, and in its original sealed packaging.

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2. Strict Health & Hygiene Exception (Non-Returnable Items) Due to the intimate nature of health, skincare, and beauty products, we cannot accept returns or offer refunds for any items that have been unsealed, opened, or used. This is a strict policy for health protection and hygiene reasons, fully supported by UK consumer law.

• If a returned item is inspected and found to be opened, tested, or used, the refund will be declined, and the item will be disposed of safely.

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3. Damaged, Faulty, or Incorrect Items We partner with robust fulfillment centers, but if your item arrives damaged, defective, or if you received the incorrect product, we will make it right immediately.

• Please contact us at support@lhatah.com within 48 hours of delivery.

• Include your order number and clear photographic/video evidence of the damage or fault.

• Once verified, we will dispatch a free replacement immediately or issue a full refund to your original payment method. You will not be charged any return shipping costs for faulty goods.

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4. How to Initiate a Standard Return (Change of Mind) If you wish to return a sealed, eligible product within the 14-day window:

1. Email albatrozcy@gmail.com with your order number and reason for return.

2. Our customer service team will provide you with the return address. Please note: Our primary return facility for unfulfilled goods may require international postage.

3. Return Shipping Costs: For "change of mind" returns, the customer is fully responsible for paying the return shipping costs. We strongly recommend using a trackable shipping service (e.g., Royal Mail Tracked), as we cannot guarantee receipt of your returned item.

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5. Refund Processing (Stripe) Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund (minus original shipping costs, if applicable) will be processed immediately.

• The funds will automatically be applied to your original method of payment via our secure payment gateway (Stripe).

• Please allow 5 to 10 business days for the credit to appear on your bank or credit card statement, depending on your card issuer.

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6. Late or Missing Refunds If you haven’t received a refund after 10 business days, first check your bank account again, then contact your credit card company or bank, as processing times can vary. If you’ve done all of this and still have not received your refund, please contact us at albatrozcy@gmail.com.

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