Refund policy

Refund & Returns Policy

At Loont Stheken, we take immense pride in the quality of our luxury menswear. If your purchase does not entirely meet your expectations, we are here to assist you with a seamless return and refund process in strict accordance with UK consumer law.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order and request a full refund for any reason.

  • Cancellation Period: You have 14 days from the day you (or a third party indicated by you) receive physical possession of the goods to notify us of your decision to cancel.

  • How to Cancel: To exercise your right to cancel, you must inform us of your decision via a clear statement by emailing our customer care team at support@loontstheken.store.

  • Return Period: Once you have notified us, you must return the items to us without undue delay, and in any event, no later than 14 days from the day you communicated your cancellation.

2. Condition of Returned Items

To qualify for a full refund, all items must be returned in their original condition:

  • Unworn, unwashed, and undamaged.

  • Complete with all original tags, labels, and luxury packaging intact.

  • We reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling (e.g., if clothing has been worn beyond simply trying it on, or is stained with cologne/deodorant).

3. Refunds and Timelines

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Refund Total: We will refund the full price paid for the product, including the cost of standard delivery (express delivery upgrades are non-refundable).

  • Refund Timeline: In compliance with UK law, your refund will be processed back to your original payment method within 14 days from the day we receive the returned goods, or (if earlier) 14 days from the day you provide acceptable evidence that you have sent the goods back.

4. Faulty, Damaged, or Incorrect Goods (Consumer Rights Act 2015)

We hold our tailoring to the highest standards. In the rare event that you receive a faulty, damaged, or incorrect item, your rights are fully protected under the Consumer Rights Act 2015:

  • Within 30 Days (Short-Term Right to Reject): If your goods are faulty, unfit for purpose, or not as described, you are entitled to an immediate full refund.

  • Within 6 Months: If a fault develops within six months of delivery, you are entitled to a repair or a replacement. If we cannot repair or replace the item, you will be entitled to a full or partial refund.

  • Return Postage for Faulty Goods: If an item is verified as faulty, Loont Stheken will cover all return shipping costs. Please contact support@loontstheken.store before posting the item back so we can provide a prepaid shipping label.

5. Return Shipping Costs (Non-Faulty Goods)

For standard returns under the 14-day cooling-off period, the customer is responsible for paying the direct cost of returning the goods to us, unless otherwise stated during a specific promotional campaign. We highly recommend using a trackable shipping service or purchasing shipping insurance, as the goods remain your responsibility until they are safely delivered back to us.