RETURNS & REFUNDS
Lockwood & Webb Designs ("we" and "us") is the operator of (https://www.lockwoodandwebbdesigns.com) ("Website"). By placing an order through this Website, you will be agreeing to the terms as set out below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
All listed items are subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we may not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Returns and Refunds
i). Return Due to Change of Mind – Physical Goods
Lockwood & Webb Designs will happily accept returns due to change of mind as long as a request to return is received by us in writing along with proof of purchase and within 14 days of receipt of item. The goods must be returned to us in original packaging, unused and in resalable condition within 14 days (notice of postage is required) of receipt of the approved request to return the goods.
Lockwood & Webb Designs will refund the value of the goods returned in acceptable condition, but will NOT refund the value of any shipping costs. Return shipping and all related costs are to be arranged and paid for by the customer. Once returns are received and accepted, refunds will be processed for STORE CREDIT ONLY. We will notify you via email once this has been completed.
ii). Return Due to Change of Mind – Digital Goods
Lockwood & Webb Designs DOES NOT accept returns or provide refunds of digital goods (e.g. PDF Pattern Downloads), due to the nature of the product.
iii). Warranty Returns
Lockwood & Webb Designs will happily honour any valid warranty claims, provided a claim is submitted within 60 days of receipt of items. Customers will be required to pre-pay the return shipping; however, we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Lockwood & Webb Designs to process your warranty claim within 30 days.
Once warranty claim is confirmed, you will receive the choice of:
- refund to your payment method
- a refund in store credit
- a replacement item sent to you (if stock is available)
3. Cancellations
If you change your mind prior to receiving your order, we are only able to accept cancellations before the order has been dispatched. If an order has already been dispatched, please refer to our returns and refunds policy (2).
4. Customer service
For all customer service enquiries, please email us at lockwoodandwebb@gmail.com
