Refunds ,  Returns & Cancellations Policy

​Last Updated: 24.11.25

We want you to be delighted with your purchase. If you are not entirely happy, you have the right to return your item(s) under the conditions below.

Returns Period:
You have 14 calendar days from the day after you receive your item(s) to notify us of your wish to return them for a change of mind. You then have a further 14 calendar days to send the items back to us.

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Conditions for Returns:
To be eligible for a return, your item must be:

• In the same condition you received it.

• Unworn, unused, and in its original packaging with all tags attached.

• Accompanied by the original proof of purchase.

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Non-Returnable Items:
For hygiene reasons, we cannot accept returns on earrings or any pierced jewellery unless they are faulty.

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How to Initiate a Return:

1. Contact our customer service team at info@latchii.com to notify us of your intent to return and to receive a Returns Number (RN).

2. Securely package the item(s) in their original packaging (if possible), including the completed returns form (if you received one) or a note with your order number and reason for return.

3. Post your return to the address we provide. We recommend using a tracked and insured service, as we are not responsible for items lost in transit back to us.

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Return Shipping Costs:
You are responsible for the cost of return postage for non-faulty items.

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Refunds:
Once we receive and inspect your return, we will notify you of the status of your refund. If approved, your refund will be processed to your original payment method within 10 working days. Please note that your bank or card provider may take additional time to credit the amount to your account.

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Exchanges:
We currently do not offer direct exchanges. The quickest way to get the item you want is to return your original item for a refund and place a new order.

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Cancellations Before Dispatch:
You have the right to cancel your order at any time before it has been dispatched. Please contact us immediately at info@latchii.com. If we haven't dispatched your order, we will issue a full refund.
 

Refunds for Faulty or Damaged Goods (Your Legal Rights):
If your item is faulty, damaged upon arrival, or not as described, you are entitled to a full refund. Please contact us within 30 days of receipt, providing photographs of the fault or damage. We will provide a pre-paid returns label and process a refund to your original payment method once we receive the returned item.
 

How Refunds are Processed:
All refunds will be issued to the original method of payment. The time it takes for the refund to appear in your account depends on your bank or card issuer's processing times but is typically within 5-10 business days after we process it.
 

Late or Missing Refunds:
If you haven’t received your refund after 10 working days, please:

1. Check your bank account again.

2. Contact your bank or card company, as it may take some time to process the refund.

3. If you have done both and still have an issue, contact us at info@latchii.com