Refund policy

 

1. Return Policy

At Ashmore Lane, we accept returns within 14 days of receiving your order, provided the following

conditions are met:

• The item must be in its original condition, with all components and original packaging.

• Returns will not be accepted for items damaged due to improper use or handling.

• In the case of hygiene products, the item must have been properly cleaned before initiating the

return process.

• For defective items, the defect must have been identified immediately upon receipt.

• Return shipping costs are the responsibility of the customer.

• Returns will be processed within 7 business days of receiving the item at our warehouse. If all

conditions are met, the refund will be issued within that timeframe.

Important: We reserve the right to refuse returns if the item shows signs of misuse, damage not

attributable to our responsibility, or if it does not meet the above conditions.

2. How to Initiate a Return

If your order meets the conditions above, please follow these steps:

• Send an email to: info@ashmorelane.com

• Include the following information:

— Order number

— Reason for the return

— Photos of the item (in case of defect or damage)

— Customer's full name

— Full shipping address

Once your request has been received, we will provide you with the correct return address. Please do not

return the parcel to the original sender.

Return shipping costs are the responsibility of the customer.

3. Right of Withdrawal

In accordance with applicable regulations (including EU Directive 2011/83/EU and relevant consumer

legislation), you have the right to cancel your order within 14 calendar days of receipt, provided you are a

private consumer (non-professional) and the order is not linked to a commercial or professional activity.

Important:

• Orders are processed automatically and immediately; therefore, it is not possible to interrupt or

cancel an order once it has been confirmed.• If the order has already been dispatched, cancellation is not possible. In that case, you must wait to

receive the item and then initiate the return process as described above.

4. Procedure to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must send us a clear request by email to

info@ashmorelane.com, stating your decision to withdraw from the contract. The withdrawal will take

effect once the returned items have been received.

5. Consequences of Withdrawal

If you exercise your right of withdrawal correctly:

• We will refund the full amount of your order, excluding shipping costs, within a maximum of 14

calendar days from receipt of the returned item.

• We will use the same payment method used for the original order, unless otherwise agreed.

• No additional charges will be applied for the refund.

• We will not refund additional shipping costs if you chose a delivery option other than the cheapest

standard option available.

6. Additional Information on Shipping and Returns

• Our products are dispatched from China, so delivery times may vary.

• If your order has already been dispatched and is in transit, we are unable to cancel it. Please wait to

receive the item and then initiate the return process.

• To help speed up the process, you may notify us in advance of your intention to withdraw and

provide us with the tracking number of the returned parcel.

7. Return Address

All returns must be sent to our central warehouse in Spain. The exact address will be provided only after

receiving your request by email. Return shipping costs are the responsibility of the customer.