LATHR Returns & Refunds
Lathr Inc. offers a 30-day money-back guarantee on your first order as a form of assurance!
HOW TO CLAIM YOUR MONEY BACK:
- If you are not completely satisfied with our product, email us at support@lathr.com, sharing your review and money-back request. Items sent back to us without first requesting a return will not be accepted.
- Once approved, return the product (in its original packaging) via a trackable mail service 60 days from the date of delivery to the address provided by our customer care representative.
Customers are responsible for shipping costs back to Lathr. The refund is calculated as such: Customer total minus a 20% restocking fee.
Since Lathr incurs shipping costs to provide free shipping, customers who choose to return a product will be responsible for paying shipping costs back to Lathr.
- Incomplete, indecipherable or illegible claims will be deemed invalid.
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus a 20% restocking fee within 10 business days. Refunds are issued to the credit used in the transaction. A store credit may be issued if the customer wishes. Any and all shipping costs are non-refundable.
MULTIPLE REFUNDS & MULTIPLE ITEMS REFUND POLICY
To prevent fraud & protect Lathr from customers abusing the return policy, Lathr limits all returns to up to 2 items per customer. Any refunds that are requested outside of two items will be given the option to exchange for another product.
To prevent fraud and protect Lathr from customers abusing the return policy, Lathr has the right to refuse a return/refund if the customer has taken advantage of the policy previously. For example, if a customer has returned one product, then decides to initiate another return afterward to attempt to get their money back despite using the product, Lathr has the right to refuse any additional returns or refunds after the first refund. This policy applies to any/all returns for the same order or with new orders. It is at Lathr’s sole discretion to refuse additional refunds/returns after one has already been granted.
A product must be returned in order for a refund to take place; ONLY unopened/unused items are eligible for return!
INTERNATIONAL REFUND POLICY (OUTSIDE OF THE CANADA / USA)
“International” is defined as any and all countries outside of Canada & United States of America.
All international sales are final and are under no circumstance eligible for a refund.
Partial refunds will be determined on an individual basis.
INTERNATIONAL RETURNS POLICY (OUTSIDE OF THE CANADA & USA)
All sales are final on all international sales and no returns will be considered.
Stolen/Lost/Damaged packages are deemed the customer's responsibility (unless shipping protection is purchased).
ORDER CANCELLATION
Orders canceled prior to fulfillment are entitled to a full refund. Please contact us as soon as possible about wanting to cancel as not all fulfilled orders will have been shipped and can still be processed for a full refund.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so we can evaluate the issue and make it right. Please note that we are not responsible for damages that occur after the item has been delivered or during any subsequent handling or usage. A lengthy process with the carrier will need to be completed in order to reship your package unless shipping protection has been purchased in which case a claim will need to be completed with Route; our shipping protection company.
BAD ADDRESSES
In the event that we are unable to process your order due to a bad address, we will attempt to contact you multiple times for an accurate address. If we do not receive a response within a reasonable time frame, we reserve the right to hold your product until we receive a response.
FAILED DELIVERIES
Any packages returned to us by the designated carrier because the customer was not available to receive the package or due to incorrect shipping information may be subject to additional shipping costs to reship.
Restrictions:
- Orders canceled prior to fulfillment are entitled to a full refund.
- We will provide and pay for a return label if the mishap (incorrect or defective item) is our error.
- Refunds are issued to the payment method used in the transaction. Any and all shipping costs are non-refundable. A store credit may be applied instead of the initial payment method used if the customer wishes.
- Packages lost by the shipping carrier are not eligible for a refund. In this situation, we ask that you contact the carrier with your tracking number and they will be able to assist you with the location of your order.
- If a product is damaged within transit, Lathr will reship it at no additional cost provided pictures of the damaged items are sent to Lathr. We may issue a store credit if the customer wishes. Lathr will not refund an order if it is stolen or lost in transit. Please get in touch with the carrier and keep us in the loop so we get your order reshipped as soon as possible (unless shipping protection is purchased).
- All orders marked as “Delivered” with valid tracking information cannot be refunded if the customer cannot locate the item. The customer will need to contact the shipping carrier directly about where the package was left.
- Any orders delivered to the wrong address due to a customer error are non-refundable. If an order has been shipped and a customer notices the wrong address, Lathr is not responsible for redirecting the shipment to the correct address or bearing the cost of changing an address mid-transit.
TRACKING YOUR ORDER
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 72 hours.
You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to receive updates on your order.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.
COURIER PHONE NUMBERS
|
COURIER |
PHONE |
|
USPS |
1-800-275-8777 |
|
FedEX |
1-800-463-3339 |
|
UPS |
1-800-742-5877 |
|
Canada Post |
1-800-267-1177 |
|
Purolator |
1-888-744-7123 |