Refund policy

At The Laila Collective, we take great care in preparing, packaging, and delivering our products and services. We want every customer to have a positive experience and encourage you to contact us if you experience any issue with your order.

This Refund Policy explains our approach to refunds, returns, cancellations, and issues relating to purchases made through our website.

Our General Refund Policy

The Laila Collective does not generally offer refunds for change-of-mind purchases or where a product or service has been purchased and delivered or provided as agreed.

However, nothing in this Refund Policy is intended to exclude or limit any rights you may have under applicable consumer protection laws. Your statutory rights remain unaffected.

Issues With Your Order

If there is an issue with your order, please contact us as soon as possible using the contact form available on our contact us page.

Please provide as much relevant information as possible, including your order details and a clear description of the issue. Where appropriate, we may request additional information or photographs to help us investigate and resolve the matter.

We will review each issue individually and make reasonable efforts to find an appropriate resolution where necessary.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us through our contact us page as soon as possible.

Where appropriate, we may ask you to provide photographs or other relevant information to help us assess the issue.

If an item is confirmed to be faulty, damaged, incorrectly supplied, or otherwise does not meet the standards required under applicable law, we will review the available options for resolving the matter in accordance with your legal rights.

Change of Mind

We do not generally offer refunds simply because you have changed your mind about a purchase.

Please carefully review all relevant product and service information before completing your purchase.

However, where applicable law provides you with cancellation, return, refund, or other consumer rights, those rights will continue to apply.

Personalised and Specially Prepared Items

Some purchases may involve products or services that are personalised, prepared specifically for you, or otherwise tailored to your individual request.

Because of the nature of such purchases, refunds, returns, or cancellations may not always be available once preparation or delivery of the relevant product or service has begun, subject to your applicable legal rights.

Services and Digital or Remote Deliveries

Where you purchase a service or other non-physical offering, please ensure that you understand the nature of the service before completing your purchase.

Once a service has been provided, completed, or substantially carried out, refunds may not be available except where required by applicable law.

If you have any questions about a service before making a purchase, we encourage you to contact us through our contact us page.

Cancellations

If you need to cancel an order, please contact us as soon as possible using the contact form on our contact us page.

Whether a cancellation can be accepted may depend on the nature of your order and whether the order has already been processed, prepared, dispatched, or fulfilled.

Any cancellation rights available to you under applicable law will not be affected by this policy.

Contacting Us About an Issue

Your satisfaction is important to us. If you experience a problem with an order, we encourage you to contact us before taking further action so that we have an opportunity to understand the issue and review the matter.

Please contact us using the form available on our contact us page and include any relevant order information.

We will review your enquiry and aim to respond as soon as reasonably possible.

Your Statutory Rights

Nothing in this Refund Policy is intended to limit, exclude, or override any rights you may have under applicable consumer protection laws.

Depending on your circumstances and the nature of your purchase, you may have legal rights relating to faulty goods, services that have not been provided with reasonable care and skill, goods that do not match their description, or other situations covered by applicable law.

Changes to This Refund Policy

The Laila Collective may update this Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements.

Any updates will be published on this page, and we encourage customers to review this policy periodically.

Contact Us

If you have any questions about this Refund Policy or experience an issue with your order, please contact The Laila Collective using the contact form available on our contact us page.

We are always happy to review genuine order-related concerns and will make reasonable efforts to assist where appropriate.