Returns and Refunds Policy
30-day returns and refunds
We want you to feel comfortable buying from Lasting Comfort. If your cushion isn't right for you, contact us within 30 days of receiving it to request a change-of-mind return. This extra return period is offered in addition to your statutory UK consumer rights.
How to request a return
- Please use our contact form within 30 days of delivery, with your order number and a short description of your request. You can also email swebeo.ai@gmail.com if needed.
- We will explain the next steps. Sometimes we may offer a refund without requiring you to send the cushion back. This is assessed individually and is not guaranteed.
- If a return is required, we will provide the appropriate UK return instructions and address. Please wait for our instructions before posting the item, so it reaches the right address. For change-of-mind returns, send the item back within 14 days of notifying us that you are returning it.
Changed your mind or the cushion doesn't suit your chair?
You do not need to show damage or provide photographs to exercise your statutory cancellation rights. For our additional voluntary return period, we ask that the cushion is clean, in a resalable condition and returned with its packaging where reasonably possible. These additional conditions do not reduce your statutory rights, including your right to inspect goods as you would in a shop. If we require the item to be returned, the customer is responsible for direct change-of-mind return postage, as explained before purchase.
Damaged, faulty, unusable or incorrect items
Please use our contact form with your order number and a description of the problem. Clear photos of the item and the issue are helpful where possible. For a problem that cannot be demonstrated in photos, a short video can help. If the parcel or packaging was damaged, photos of that may also help. Please contact us promptly so we can investigate the issue with our fulfilment partner.
We may request additional reasonable information to check a claim and decide whether a return, refund, repair or replacement is appropriate. Photos or videos help us verify problems and may allow us to issue a refund without asking you to return the cushion. However, photos or videos are not an absolute condition of your statutory rights. If evidence cannot reasonably be supplied, contact us and we will consider other ways to assess the issue.
Refund without returning the cushion
For some approved cases, we may tell you that you can keep or responsibly donate the cushion and still receive a refund. This is an option we may offer, not an automatic entitlement and not a replacement for your legal rights. Please keep the item until we've confirmed whether it needs to be returned or inspected, so we can help resolve your request.
Return postage
For change-of-mind returns, direct return-postage costs are your responsibility if we ask you to send the cushion back, provided this has been explained before purchase. If the cushion is faulty, damaged or not as described, we will meet our obligations under UK consumer law, including applicable reasonable return costs.
When will I receive my refund?
Refunds are made to your original payment method. For statutory change-of-mind cancellations, we refund within the applicable legal deadline, generally within 14 days after we receive the returned item or evidence it has been sent back, whichever is earlier. If we agree that no return is needed, we will process the refund without waiting for an item to arrive. Any deductions will only be those permitted by law.
Your legal rights
For most online purchases, you can cancel without giving a reason within 14 days after delivery and then have 14 days to return the goods. Rights concerning faulty, damaged or misdescribed items continue beyond this period where the law provides. Our 30-day offer does not limit those rights.