Refund policy
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We have a 14-day return policy — you have 14 days after receiving your last item to request a return.
Eligibility Conditions
To be eligible for a return, your item must:
- Be in the same condition as received — unworn, unused, and with original tags attached
- Be in its original packaging
- Be accompanied by your receipt or proof of purchase
How to Start a Return
If you have an account, log in and start your return directly from your orders page: https://users.lt.direct
If you checked out with a phone number only (no email), you cannot use the link above. Instead, use the returns link in your SMS order confirmation.
Alternatively, contact us at firsthome@lt.direct with your order number and reason for return. Once accepted, we'll send you a free prepaid return label with instructions on where to send your package. Items returned without prior authorisation will not be accepted.
Damages & Incorrect Items
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately so we can resolve it. We'll cover all return costs in these cases.
Non-Returnable Items
The following cannot be returned:
- Sealed personal care and hygiene products (e.g. skincare, body care) that have been opened after delivery
- Perishable goods (food, flowers, plants)
- Custom or personalised items
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Exchanges
To exchange an item, return it under the process above and place a new order once your return is accepted.
European Union — Right of Withdrawal
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, starting from the date of delivery of the last item on your order, for any reason and without justification. This window is extended if it ends on a weekend or public holiday.
To exercise your right of withdrawal, log in at https://users.lt.direct and request a return from your orders page. If you checked out with a phone number only, use the returns link in your SMS order confirmation. You may also contact us at firsthome@lt.direct with your order number and a clear statement that you wish to cancel or return. A standard withdrawal form may be used but is not required.
Cancellations can be made at any time before your order has been fulfilled. Once fulfilled, the 14-day return window applies.
Items must be unused, in their original condition and packaging, with proof of purchase. You are responsible for the cost of return shipping unless the item is defective or incorrect. Standard outbound shipping costs are refunded where required by law.
Exceptions: The right of withdrawal does not apply to sealed personal care or hygiene products that have been opened after delivery, custom or personalised items, or perishable goods.
Refunds
Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Bank processing times may add a few additional days. If 15 business days have passed since approval with no refund received, contact us at firsthome@lt.direct.