Returns Policy

We hope you are delighted with your purchase. If you change your mind, we offer a 30-day return period in addition to your statutory consumer rights.

Nothing in this policy affects your legal rights where a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of the Consumer Rights Act 2015.

Change-of-mind returns

Your statutory cancellation right

If you are a UK consumer who purchased online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day on which you, or a person nominated by you, physically receives the products.

If an order contains multiple products delivered separately, the cancellation period normally ends 14 days after the last product is received.

You can cancel by emailing sales@lovecashmere.com, using our contact form, writing to us, or providing another clear statement that you wish to cancel. Please include your order number.

After cancelling, you must send the products back without undue delay and no later than 14 days after telling us that you wish to cancel.

Our additional 30-day return policy

In addition to your statutory cancellation right, we allow eligible products to be returned within 30 days of receipt.

If the statutory cancellation period has expired, products returned under our voluntary 30-day policy must be in their original, new, unworn, unwashed and resaleable condition, with their original tags attached where supplied.

Products excluded from our voluntary returns policy

Our voluntary 30-day returns policy does not apply to:

blankets or other products described as made to order;
products made to the customer’s individual specifications;
personalised or bespoke products; or
products altered or customised at the customer’s request.

This exclusion does not affect any statutory right to cancel that may apply to a standard made-to-order product during the statutory 14-day cancellation period.

Products made to your individual specifications or clearly personalised are excluded from the statutory right to cancel. This does not affect your statutory rights if a product is faulty, damaged, not as described or does not conform to the agreed specification.

How to return a product

Please package the product securely and include your order number and contact details. Returns should be sent to:

Love Cashmere Returns
Ladylaw Mill
Bath Street
Hawick
TD9 7DP
Scotland

Unless the product is faulty or we have agreed otherwise, you are responsible for the direct cost of returning it.

We strongly recommend using a tracked service and obtaining proof of posting. If you are returning a product solely under our voluntary 30-day policy, the parcel remains your responsibility until it is physically received by us. You should select a carrier service with compensation appropriate to the product’s value.

Refunds

Statutory cancellations

When you exercise your statutory cancellation right, we will refund:

the price paid for the returned products; and
the cost of our least expensive standard outbound delivery option.

If you selected a more expensive delivery method, we do not have to refund the additional upgrade cost.

We may withhold the refund until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first.

We will then issue the refund without undue delay and no later than 14 days after that date.

Voluntary 30-day returns

For a return made solely under our voluntary policy after the statutory cancellation period has expired, we will issue the refund after the product has been physically received and checked.

Original outbound delivery charges are not refunded under the voluntary policy unless we expressly agree otherwise.

Payment method

Refunds will be made to the original payment method unless you expressly agree otherwise. The time taken for the payment to appear can depend on your bank or payment provider.

Condition of returned products

You may inspect a product as you would reasonably be able to in a shop. For a statutory cancellation, we may make a lawful deduction from the refund where handling beyond what is reasonably necessary has reduced the product’s value.

The stricter requirement for products to be new, unworn, unwashed and resaleable applies to returns made solely under our additional voluntary 30-day policy.

Products lost during return

For a statutory cancellation, our refund obligations are governed by applicable consumer law, including the rules concerning evidence that a return has been sent.

For returns made solely under our voluntary 30-day policy, the product remains your responsibility until physically received by us. If your independently selected carrier loses or damages the parcel, you must make any claim against that carrier.

Faulty, damaged or misdescribed products

Products must be of satisfactory quality, fit for any purpose made known to us and match their description.

If you believe a product is faulty, damaged or misdescribed, please contact us as soon as reasonably possible:

Email: sales@lovecashmere.com
Telephone: 0131 376 7153

Prompt notification helps us investigate the problem, but failure to contact us within seven days or another short period does not remove your statutory rights.

We may ask for photographs or other reasonable information before arranging a return. Where a product is confirmed as faulty, damaged on delivery or misdescribed, we will bear the reasonable return cost and provide the repair, replacement, refund or other remedy required by law.

Damage caused by accident, misuse, failure to follow care instructions, normal wear, moths, improper storage or an unauthorised alteration is not a manufacturing defect.

Exchanges

Please contact us if you would like an exchange. Exchanges are subject to availability and may be processed as a return followed by a new order.

Any price difference or additional delivery charge will be explained before the replacement is sent.

International customers

If you live outside the UK, mandatory consumer rights provided by the law of the country in which you live may also apply. International return postage, customs documentation, import charges and other associated costs remain the customer’s responsibility unless the product is faulty or applicable law provides otherwise.

Contact us

Love Cashmere
Shorts of Hawick Limited
Ladylaw Mill
Bath Street
Hawick
TD9 7DP
Scotland