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Returns

How do I return an item that isn’t damaged or faulty

It’s really important to us that you’re happy with anything you buy from Lost Universe so we will accept returns of unwanted items for up to 30 days from the date you receive the item. The process is simple and all you pay for is the postage costs of returning the goods.

  • Please be careful with the products we send you; if they’re not still in great condition we might not be able to refund you in full and we HATE doing that.
  • Please include the returns form you received with your parcel.
  • We must receive the returned item within 30 days of delivery,
  • We’ll process the refund against the card or account (such as PayPal) which you used to pay for your order. (Excluding premium delivery costs).
  • Please note that we cannot accept returns for unwanted personalised items, which are exempt from distance selling regulations.

If the item you wish to return is a Gaming Chair or Gaming Bed please contact us through our contact page, or email help@lostuniverse.com who will make the arrangements for the return.

For all other products, to make a return please click here and follow this link to print off an address label. Or simply use the address below:

Lost Universe Returns, Hull Distribution Centre, Unit 36 Foster Street, Stoneferry Park, HULL, HU8 8BT

  • Please remember to obtain a proof of postage receipt from the post office; for high value items we would recommend using an insured service as the goods are your responsibility until they arrive at our warehouse.

Please note that unfortunately we are unable to issue a refund for any items found to have been damaged during use.

 

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What happens if an item is damaged or faulty?

If you've been unlucky enough to receive a faulty product, please contact us through our contact page, or email help@lostuniverse.com where we will run through the process of returning a faulty or damaged item.

To ensure a fast resolution, we are now asking that you send us photos of any damage where possible. For items over £100 it would be great if you could take a video of the fault on your phone and send to us. In many cases we can find a solution with you over the phone and avoid you the hassle of needing to send the product back.

Refunds/exchanges are subject to reasonable expectation of performance and fair use in accordance with the manufacturer’s instructions. Any item found to have been damaged during use, rather than faulty, will be returned to you.

Once inspected by our quality team, if the item is within our 30-day return policy, you will have the option of a full refund or exchange. Outside of this, in the event the fault cannot be rectified, an exchange will be provided.

If you need any advice on what to do, please call us on 03301755562. We track all reports of faulty items and use them in quality control checks, and we like to make sure our customers are happy!

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