Return and Refund Policy

Last updated: 27 October 2026

This policy does not affect your statutory rights under UK consumer law.

1. Cancelling before dispatch

Email support@lavafor.com or call +44 7537 170995 with your name and order number. If your order has not yet been dispatched, we will cancel it and refund you in full.

2. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason from the moment you place it until 14 days after the day you receive your goods. To cancel, tell us clearly, for example by email. You may use the model cancellation form below, but you do not have to. You must then send the goods back within 14 days of telling us you are cancelling.

3. Our extended 30-day returns

In addition to your legal right, you can return items for any reason within 30 days of delivery, as long as they are new and unused, in the same condition you received them, with all parts and accessories and, where possible, the original packaging. We do not accept used items under this extended returns policy.

4. Condition of returned items

We only accept change-of-mind returns of new, unused items. A mat counts as unused if it has only been handled as you would in a shop to check it, for example unrolled and inspected, and has not been practised on, cleaned, marked or damaged.

If you cancel within your 14-day legal right and the item has been used or handled more than needed to inspect it, we may reduce your refund to reflect the loss in value, as the law allows. After those 14 days, items that are not new and unused cannot be returned for a change of mind and will be sent back to you.

This does not apply to faulty, damaged or incorrect items, which you can always return under section 8.

5. How to return an item

Contact us before sending anything back (email support@lavafor.com or call +44 7537 170995) with your name, order number, the items you are returning and the reason. We will email you the returns address and instructions. Please keep proof of postage.

Do not send returns to our registered business address, to an address printed on the original parcel, or to any address we have not confirmed by email.

6. Return costs

If you return an item because you changed your mind, you pay the cost of returning it. Because our returns centre may be outside the UK, this can cost more than a standard UK parcel. We will tell you the address and an estimated cost before you send it. Returns of faulty, damaged or incorrect items are free: we will provide a prepaid label or arrange collection.

7. Refunds

We will refund the price you paid and the standard delivery charge within 14 days of receiving the goods back, or of you giving us proof that you sent them, whichever is sooner. If you chose a more expensive delivery option, we refund only the cost of standard delivery. Refunds go to your original payment method. We do not charge a fee for refunds. Your bank may take up to 5 working days to show the money.

8. Faulty, damaged, incorrect or missing items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days of delivery, you can reject them for a full refund;
within 6 months, you can ask for a repair or replacement, and if that is not possible or does not fix the problem, a refund;
up to 6 years after delivery, you may still be able to claim, although you may need to show the fault was present at delivery.

Email support@lavafor.com with your order number, a description and photos or video. Please keep the item and packaging while we look into it.

9. Exchanges

To exchange an item for a different colour or product, return it under this policy and place a new order. Faulty or incorrect items can be replaced at no cost, subject to availability.

10. Items that cannot be returned for change of mind

used items, after your 14-day legal cancellation period;
gift cards;
personalised or made-to-order items; and
items clearly marked as non-returnable before purchase.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

11. Late or missing refunds

If you have not received your refund 5 working days after we confirm it, please check with your bank or card provider, then contact us with your order number.