Refund policy

Returns & Refunds Policy

At Lerraé, we want you to be genuinely happy with your Sensory Squeeze Cube. This policy sets out your rights and how returns work. It does not affect your statutory rights under UK law.

14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving it, for any reason. To cancel, email us at [email] with your order number within this period. After notifying us, you have a further 14 days to return the item.

Condition of Returned Items
To be eligible for a refund, items must be returned:

• In their original condition, complete with all packaging, inserts and free gifts included;
• Clean and undamaged, showing no more handling than you would reasonably give an item when examining it in a shop.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and function of the product (for example, excessive wear, damage, or missing components), as permitted under the Consumer Contracts Regulations 2013.

Return Postage
You are responsible for the cost of returning the item to us, unless the item is faulty or was sent in error. We recommend using a tracked service, as we cannot process a refund for an item we do not receive. Please retain your proof of postage.

Free Gifts and Bundles
Where your order included a free gift or multi-item bundle (e.g. "Buy 2, Get 1 Free" or free Sensory Sticks), all items forming part of that offer must be returned together. If any part of a bundle is kept, we will deduct its standard individual price from your refund.

Faulty or Damaged Items
If your item is faulty, damaged on arrival, or not as described, you are entitled to a refund, repair or replacement under the Consumer Rights Act 2015. Please contact us within 30 days with your order number and a photograph of the issue, and we will cover return costs and put it right.

Refund Processing
Once we receive and inspect your returned item, we will process your refund within 14 days to your original payment method. Refunds cover the price of the item; original delivery charges are refunded only where the entire order is cancelled under the 14-day right, at the standard delivery rate.

How to Start a Return
Email lerrae@lerrae.com with your order number and reason for return. We'll confirm the return address and next steps.

This policy does not affect your statutory rights.