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Returns, Refunds & Satisfaction Promise

We want every customer to feel confident choosing a LifeSupplyGoods product, and we stand behind the quality of everything we sell. Please read the policy below before ordering - it explains your rights, our guarantee, and how to make a claim. By placing an order you accept these terms.

Statutory cancellation window	14 days from delivery (UK & EU)
Satisfaction Promise window	Days 15-30 from delivery - store credit only
After 30 days	No returns except faulty goods
Return shipping (change of mind)	Paid by you. The cost is shown on the product page and at checkout.
Restocking fee (days 15-30)	25%
Condition evidence	Photo and video required on all returns - see Section 8
Packing checklist	Signed checklist must be enclosed - see Section 9
Return authorisation	Required before shipping. Unauthorised returns are refused.

1. Your Statutory Cancellation Right - 14 Days

If your order is delivered in the UK or EU, you may cancel within 14 days of receiving it without giving a reason.

To cancel: contact us as set out in Section 5. We will reply with a Return Authorisation (RMA) number and the return address within 2 business days.

Then: you have 14 further days from the date you notify us to dispatch the item. Returns dispatched after this deadline are not accepted under this section.

Return shipping is at your cost. Tracked return shipping to our returns facility is paid by you and is not refundable. The applicable cost is disclosed on the product page and at checkout. While we are pleased to offer free shipping on eligible orders, this applies only to the original shipment from LifeSupplyGoods to you.

Condition evidence and the signed packing checklist required under Sections 8 and 9 apply to this return. Returns dispatched without them are processed on the basis of our inspection alone, and the deductions below are applied at the upper end of each band.

We may require the product to be returned and received before a refund is issued, or proof of postage to be supplied.

Deduction for reduced value

You may handle and inspect the product as you would in a shop. If you go beyond that and the product's resale value is reduced, we will deduct that reduction from your refund. Deductions are assessed on receipt, photographed, and itemised to you in writing.

Condition on return	Deduction
Unit has been filled with water or run beyond a brief functional test	25%
Original packaging missing, destroyed, or used as the outer shipping box	15%
Missing accessory (any item supplied with the product)	10% each
Cosmetic damage, scuffing, adhesive residue or marking	up to 30%
Opened consumables (filters, cartridges)	10%

Combined deductions will not exceed 50% of the purchase price.

Refund timing: we refund within 14 days of receiving the goods back, or of you supplying proof of postage - whichever is earlier, to your original payment method.

2. Faulty, Damaged or Incorrect Items

Please inspect your order upon arrival. If your item arrives damaged, defective or incorrect, contact us as set out in Section 5 with photographs or video showing the issue.

UK customers have a 30-day short-term right to reject faulty goods for a full refund under the Consumer Rights Act 2015; EU customers have equivalent rights under the applicable legal guarantee. Where an item is genuinely faulty or arrived damaged, we pay return shipping and provide a prepaid label.

Once reviewed, we will provide a replacement, repair, replacement part, refund or other appropriate resolution. Where you are entitled to reject the goods and you want a refund, you will receive one.

We may ask you to complete a short troubleshooting check before authorising a return. Most reported cooling issues are resolved this way in a single email. This is offered to save you time - it is not a condition of your legal rights.

3. Satisfaction Promise - Days 15 to 30 (voluntary)

Beyond your statutory rights we voluntarily offer a further window, days 15 to 30 from delivery, at our discretion and on these conditions:

• Your request must be submitted within 30 days of the confirmed delivery date.
• Photo and video evidence under Section 8 must be received and accepted before a return is authorised. Requests without complete evidence are not eligible under this section.
• Resolution is by store credit only, valid 12 months. Cash refunds are not available under this section.
• Credit is issued at the purchase price less a 25% restocking fee.
• The product must have been used only for its intended purpose and in accordance with the provided instructions.
• The product must not show signs of intentional damage, misuse, neglect, unauthorised modification, improper maintenance or attempted repair.
• The product must be unused and in fully resalable condition, with all accessories, manuals and inserts.
• It must be returned in its original packaging, undamaged and unmarked. Do not tape labels to the product box - use an outer carton.
• The signed packing checklist under Section 9 must be enclosed. Returns arriving without it are treated as incomplete.
• You pay return shipping.
• RMA required before dispatch. Unauthorised returns are refused and returned to sender at your cost.
• One Satisfaction Promise return per product, per customer, per household, lifetime.

This section is a goodwill offer. It does not limit Sections 1 or 2, and where your request falls inside the statutory 14-day window Section 1 applies instead.

4. After 30 Days

No returns are accepted after 30 days from delivery other than for faulty goods under Section 2 or where required by law.

5. How to File a Claim

To request a refund, replacement, warranty review or return authorisation, contact us at hello@lifesupplygoods.com.

Please include:

• Your order number
• Whether you are cancelling under Section 1, reporting a fault under Section 2, or requesting a Satisfaction Promise return under Section 3
• A brief description of the issue or your experience
• Photographs or video if the product is damaged, defective or not functioning correctly

We reply within 2 business days with either a resolution or your RMA number, return address and packing checklist.

6. Alternatives - Usually Faster and Better Value

Shipping a bulky appliance is expensive and slow. Before returning anything, contact us - in most cases we can resolve it the same day:

• Setup and troubleshooting support - free, and resolves the majority of reported issues.
• Free replacement unit, where the item is faulty and a replacement is the resolution you prefer.
• Free replacement part or accessory, shipped direct to you.
• Partial refund, keep the unit - typically 30-50% back, with no shipping to arrange, no evidence to submit and no checklist to complete.
• Store credit at 110% of purchase price toward anything else in the range.

These are options offered for your convenience. If you are entitled to a refund under Section 1 or 2 and you want a refund, you will receive one - you are never required to accept a replacement, credit or partial refund instead.

7. Non-Returnable

Excluded from the Section 3 Satisfaction Promise (statutory rights under Sections 1 and 2 are unaffected):

• Items marked Final Sale or Clearance at purchase
• Gift cards
• Personalised or custom-configured items
• Opened consumables - filters, cartridges, coolant packs
• Items returned without original packaging or with components missing
• Items showing misuse, neglect, unauthorised modification, improper maintenance, attempted repair, or use contrary to the instructions

8. Condition Evidence - All Returns

Because this product is bulky, high-value and easily damaged in transit, photographic and video evidence of its condition is required on every return, under every section of this policy.

Submit your evidence to hello@lifesupplygoods.com quoting your RMA number, before you dispatch.

Photographs - 6 images minimum

1. All four sides of the original product box, labels legible
2. The model and serial number label, in focus and readable
3. The unit itself, front and rear
4. All accessories laid out together
5. Any existing marks, scuffs or damage, close up
6. The item packed inside its outer shipping carton, before sealing

Video - one continuous clip, 60-90 seconds

The clip must be unedited and unbroken, and must show, in this order:

1. A handwritten note showing your order number and today's date, held in frame for 3 seconds
2. A slow pan around all sides of the original product box
3. The box being opened on camera
4. The unit removed, rotated to show all faces
5. Every accessory removed and placed in frame
6. The model and serial number label, held steady and readable

Clips that are edited, cut, sped up, taken from a previous recording, or in which the serial number is not legible will not be accepted. Files may be sent by email attachment or as an unlisted upload link.

We may request further images, video or additional information to assess your claim before approving a refund, replacement or warranty resolution. Evidence is assessed within 2 business days of receipt.

Where evidence is not supplied

Under Section 3, complete evidence is a condition of eligibility and no return is authorised without it.

Under Sections 1 and 2, your legal rights are not conditional on evidence and your return authorisation and address will be issued whether or not you supply it. However, evidence is the only record of the state the item left you in. Where it is not supplied, condition and completeness are determined solely by our inspection on arrival, and any deduction that applies under Section 1 is charged at the upper end of its band. Items found incomplete on arrival are assessed as incomplete, and that assessment is final in the absence of evidence to the contrary.

9. Packing Checklist - All Returns

A Returns Packing Checklist is issued with every RMA. It lists every component supplied with your order.

You must tick each item as you pack it, sign and date the checklist, and enclose it inside the shipping carton, on top of the contents.

• Returns arriving without an enclosed signed checklist are recorded as incomplete and assessed on our inspection alone.
• Where the checklist is signed and a listed component is nonetheless missing, the corresponding deduction under Section 1 applies, or eligibility under Section 3 is refused.
• The checklist is not a substitute for the Section 8 evidence, and evidence is not a substitute for the checklist. Both are required.

10. Return Conditions

1. RMA number required before dispatch. Write it clearly on the outside of the shipping carton. Products returned without prior authorisation from our support team are not accepted.
2. Tracked, insured shipping required. You must supply the tracking number by email on dispatch.
3. Risk in transit is yours until we receive the item. We cannot refund returns that do not arrive. Retain your proof of postage.
4. Returns must go to the address on your RMA - not the address on the parcel you received.
5. Pack the product inside an outer carton. Product boxes used as shipping boxes arrive damaged and attract a deduction under Section 1 or refusal under Section 3.

11. Refunds

• Statutory cancellations (Section 1): within 14 days of receipt of goods or proof of postage, whichever is earlier, to the original payment method.
• Faulty goods (Section 2): within 14 days of receipt, to the original payment method, including return shipping.
• Satisfaction Promise (Section 3): store credit issued within 5 business days of receipt and inspection.
• Your bank or payment provider may require a further 3-5 business days to process and display the refund.

Refunds apply to the purchase price of the product only. They do not include return shipping, taxes, customs duties, import charges or optional services, except where required by law. Where outbound delivery was charged, we refund the standard delivery rate only - not expedited or premium upgrades. Orders that shipped free of charge have no outbound delivery cost to refund.

12. Abuse of This Policy

Refunds, replacements and warranty claims may be declined in cases of misuse, accidental damage, unauthorised modification, improper maintenance, or abuse of this policy.

Excessive, repeated or fraudulent requests may result in future claims being denied. We may decline goodwill returns under Sections 3 and 6, and decline to accept future orders, where we identify a pattern of excessive returns, returns of items showing clear misuse, or claims, checklists or evidence we reasonably believe to be inaccurate. Statutory rights are unaffected.

13. Chargebacks

If you believe you are owed a refund, please contact us first - we will resolve it. Filing a chargeback before contacting us delays resolution and costs us more than the refund.

14. Legal

By submitting a refund, replacement or warranty request, checklist or evidence, you confirm that all information provided is accurate and truthful and relates to the item purchased. Any documentation submitted will be used solely for customer support, warranty verification and claims processing in accordance with our Privacy Policy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK), or the Consumer Rights Directive and applicable national law (EU).