Products being returned must be returned within 30 days of when the product(s) were received, with the original tags attached and in original condition including any packaging and or box. Postage costs for any returns are the customer's responsibility. Librance will refund the product(s) costs back to the card that the product(s) were purchased with. We appreciate when buying online you haven't physically seen or touched the product and items can look different on a screen compared to in the flesh. For this reason we will always do our best to advise you when purchasing from us so you can always phone or email us so we can discuss any questions regarding the items before the purchase.
If for any reason Librance is at fault, for example you were sent the wrong product, Librance will credit back the cost of the product(s) once we receive it back. Once we receive the product(s) and it is recognised as being our mistake, we will reimburse the product(s) costs and your P&P. Please contact us first and we will advise you on which courier or postal service to use depending on the size and weight of the item(s). If the item(s) are sent to us without our input you will only receive the cost of our normal 3 to 5 working day postage cost. The items need to inspected by us first before any postage cost refund is issued. The refund process can take 2 to 4 working days while the bank transfers the funds into your account.
If the product is believed to be faulty, please read through the manual thoroughly to ensure the correct operation of the product. If the fault persists, please email firstname.lastname@example.org with a description of the fault and your order number. Emails are usually answered within 1 to 2 working days. You must attach a photo of the area(s) so we can speed up the process instead of guessing from your description. In some cases we will be required to contact the manufacturer for their expert opinion before a decision is made which will add a further 2-3 working days to your answer. Librance will do our best to provide you with a replacement part once we have received the faulty part at our end. If we cannot secure a replacement part then we will give you the option of another similar part/product or give you a full refund along with your P&P. All products will have to be finally inspected by us before any refund for both item(s) and postage can be issued. Please remember that any refund can take 2 to 4 working days while the bank transfers the funds into your account.
A list of when we will NOT accept returns;
- If a product(s) is returned and we feel that the product has been used/dirty or worn in any way then we will not refund you your money and you will have to arrange collection of the item(s) back from us at your cost, we will not arrange or pay to send the item(s) back to you.
- If a product(s) are not in the original packaging / damaged/ not with tags then you will not receive a refund and you will again have to arrange your own collection from us at your own cost.
- If a product(s) have been damaged in return transit due to insufficient packaging therefore making the item non re-saleable, you will not receive a refund and you will have to arrange collection from us at your own cost, we will not be responsible for any item that has been damaged by your lack of care when sending any products back to us.
If the product(s) arrive back to us and the box has been damaged or torn but the item(s) is in a re-salable condition you will receive a partial refund, as we will not able to sell the products(s) in their original brand new markinging box.
Librance insists that with returns you must either email us or phone us to get a returns number. During this correspondence we will suggest a suitable secure delivery company which requires a signature upon delivery. If we do not have a returns number or the goods are delivered to us after the 30 day returns cut off point, you will not receive a refund and the item(s) will sit in the our warehouse storage waiting for you to contact us until a reasonable time has past.
When sending any item(s) back to us, please wrap and package the product(s) to the best of your ability, use common sense as to what is appropriate and what isn’t. You have to remember that the item(s) will go back into general sale, if the product and box are marked and not looking brand new, would you have been happy to receive it like that when it was originally delivered to you?
The product(s) only stops being your responsibility from the time Librance receives the package(s)
The address for returns is:
5C New Orchard
Dorset BH15 1LY