Refund policy
Returns & Refunds
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need your receipt or proof of purchase. Please note that the cost of return shipping is the responsibility of the customer.
To start a return, contact us at hello@lowlightcafe.co.uk. Returns will need to be sent to the following address:
CUBIX 5 Oaks Court, Lowlight Unit 203, Warwick Road Borehamwood WD6 1GS
If your return is accepted, we'll send you instructions on how and where to send your package. We recommend using a tracked service, as we're unable to take responsibility for items lost in transit. Items sent back without first requesting a return will not be accepted.
For any return questions, contact us at hello@lowlightcafe.co.uk.
Damages & faulty items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately with photographs so we can assess the issue and make it right. Given the fragile nature of ceramics and glassware, we take transit damage seriously and will always work to resolve it quickly. We will never ask you to return a broken item at your own cost.
Exceptions & non-returnable items
The following items cannot be returned:
- Items that have been used or are not in their original condition
- Custom or personalised orders
- Sale items
- Gift cards
Please get in touch if you have any questions about whether your specific item is eligible.
Exchanges
The quickest way to exchange an item is to return it following the process above. Return shipping costs apply as outlined. Once your return is accepted, place a new order separately for the item you'd like instead.
European Union — 14-day cooling off period
If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason and without justification. Your item must be in the same condition as received, unused and in its original packaging, and you'll need your receipt or proof of purchase. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Refunds
Once we've received and inspected your return, we'll notify you whether your refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. Please note that original shipping costs are non-refundable. Allow additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@lowlightcafe.co.uk.