Returns, Refunds & Cancellations Policies

This policy explains how returns, refunds and cancellations work for LostnReturned (“we”, “us”). It is written to be clear and fair for customers in the UK and EU.

If anything here is unclear, contact us and we’ll help.

Quick summary

• Accessories (physical items): You can request a return for eligible accessories within 14 days of delivery.
• Refunds: We’ll refund you using your original payment method.
• Subscriptions: You can cancel your subscription at any time. If you cancel within the 14-day cooling-off period, we’ll provide a refund.

1) Returns (Accessories / physical goods)

1. Change-of-mind returns

If you’re in the UK or EU, you have a legal right to cancel many online purchases within 14 days of receiving your goods.

For eligible accessories, you can return them as long as:

• You tell us within 14 days of delivery that you’d like to return your item(s)
• Once we confirm your return and provide instructions, you send the item(s) back within 14 days
• The item is unused and in a resalable condition (where reasonably possible)
• You include any original packaging and parts (where applicable)

1.2 Items that can’t be returned

We may not be able to accept returns for:

• Items that are personalised or made to your specification (including QR code stickers produced for your account)
• Items damaged due to misuse, wear and tear, or accidental damage after delivery

(If you’re unsure, contact us and we’ll confirm what applies to your order.)

1.3 Faulty, damaged or incorrect items

If your accessory arrives faulty, damaged, or we sent the wrong item, contact us as soon as possible.

We may ask for a photo so we can resolve it quickly. Depending on the situation, we’ll offer a:

• Replacement
• Refund
• Partial refund (where appropriate)

This does not affect your statutory rights.

2) How to request a return or refund

Returns and refunds are handled by email via support@lostnreturned.com. Subscription cancellations can be made from your account area (or by contacting us).

To request a return or refund, contact us with:

• Your order number
• The item(s) you’re contacting us about
• A short description of the issue (and photos if the item is damaged or incorrect)

We’ll reply with next steps.

2.1 Return shipping (when a return is required)

If we ask you to return an item, we’ll provide return instructions.

• For change-of-mind returns, you are responsible for return postage (unless we confirm otherwise in writing).
• For faulty/damaged/incorrect items, we’ll cover reasonable return costs (or provide an alternative solution).

3) Refund timing

If your refund is approved:

• If a return is required, we aim to process the refund within 5 business days of receiving the returned item (or proof of postage, where applicable).
• If no return is required, we aim to process the refund within 5 business days of approval.
• Where applicable, refunds include the standard delivery charge you paid (if any).

Your bank or card provider may take additional time to show the refund in your account.

4) Subscriptions — cancellations and refunds

4.1 Cancelling your subscription

You can cancel your subscription at any time from your account area or by contacting us.

Unless we tell you otherwise at the time you cancel:

• Your subscription will remain active until the end of your current billing period
• You won’t be charged again after cancellation

4.2 14-day cooling-off period (UK/EU)

If you are a consumer in the UK or EU, you generally have a 14-day cooling-off period for online purchases.

If you cancel your subscription within 14 days of purchase, we’ll provide a refund.

4.3 Setup fees

If your plan includes a setup fee, we currently treat this as part of your initial purchase. If you cancel within the 14-day cooling-off period, we will refund the setup fee as part of your refund.

5) Contact

For returns, refunds, or cancellations, contact:

• Email: support@lostnreturned.com
• Website: https://lostnreturned.com

6) Notes for UK/EU customers

Nothing in this policy affects your statutory rights under applicable consumer law (including the UK Consumer Contracts Regulations and EU consumer protection rules).

This policy should be read alongside our Website Terms & Conditions and Subscription Terms, which provide more detail on ordering, billing and account management

EU Model Withdrawal Form (for EU/EEA consumers)

(Complete and return this form only if you wish to withdraw from the contract.)

To: LostnReturned Limited
71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: support@lostnreturned.com

EU Contact: LostnReturned, Ivy Office Hilversum, Gijsbrecht van Amstelstraat 213, 1214 BA, Hilversum, Netherlands

I/We [insert your name(s)] hereby give notice that I/We withdraw from my/our contract for:

• the supply of the following goods: [insert goods ordered] and/or
• the provision of the following service/subscription: [insert subscription plan / service]

Order number (if available): [insert]
Ordered on: [insert date]
Received on (goods only): [insert date]

Name of consumer(s): [insert]
Address of consumer(s): [insert]

Signature of consumer(s): [only if this form is sent on paper]
Date: [insert]