Refund and Cancellation Policy

Last updated: 3 August 2026

1. Cancelling before dispatch

Contact us as soon as possible if you wish to cancel. If the order has not been dispatched or prepared for pickup, we will normally cancel it and refund any amount paid using the original payment method.

2. EU right of withdrawal

For qualifying distance purchases, consumers may withdraw without giving a reason within 14 days after the day they, or a person designated by them, receive the goods. Exercise this right by sending a clear written statement identifying the customer, order and decision to withdraw to Lexivanta Limited at the registered address below before the deadline.

3. Returning goods

After notifying us, return goods without undue delay and no later than 14 days. Unless we agree otherwise or failed to provide advance notice, the customer bears direct return costs. Goods should be securely packaged. You are responsible only for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

4. Refund timing

We will refund eligible payments, including the least expensive standard outbound delivery offered, within 14 days after receiving the withdrawal notice. We may withhold reimbursement until we receive the goods or evidence they were returned. Refunds use the original payment method unless otherwise agreed.

5. Exceptions

The withdrawal right may not apply to goods liable to deteriorate or expire rapidly, sealed goods unsuitable for return for health or hygiene reasons once unsealed, clearly personalised goods, and other statutory exceptions. This may include certain fresh, frozen, opened or perishable pet food and opened hygiene products. Exceptions do not remove rights for faulty or misdescribed goods.

6. Faulty, damaged or incorrect goods

Inspect the order promptly and notify us with the order number and reasonable evidence if an item is damaged, faulty or incorrect. Mandatory remedies remain available, including repair, replacement, price reduction or refund. We bear necessary return costs for accepted faulty or incorrect goods.

7. Goodwill exclusions

Outside statutory rights, we may decline change-of-mind returns of used, damaged, incomplete or opened products that cannot safely be resold. This does not affect mandatory consumer rights.

8. Requesting a return

Send a written request to our registered address with your name, order number, item, reason (optional for statutory withdrawal), and preferred contact details. Do not send goods until return instructions are confirmed.