Refund and Return Policy

Last updated: September 28, 2026

This Return & Refund Policy applies to all purchases made on thelommy.com (the "Store"), operated by Carré d'AS LLC ("Lommy", "we", "us"). It explains our 60-Day Satisfaction Guarantee and your other rights. Section A (the Guarantee) and Section B apply to all customers, Section C to customers in the United States, and Section D to customers in the United Kingdom.

A. Our 60-Day Satisfaction Guarantee

1. What's covered

Try lommy risk-free. If you are not satisfied for any reason, contact us within 60 days of the delivery date shown on tracking and we will refund the price you paid for your first box — even if it has been opened or fully used. You do not need to send the opened box back.

2. Orders with more than one box

• The Guarantee covers your first box, opened or not.
• Any additional boxes are refunded only if they are returned unopened and sealed within the same 60-day period. Additional boxes that have been opened are not refundable.
• For multi-box and bundle orders (for example "Buy 2, Get 1 Free"), each box is valued at the average price paid per box (order total, excluding shipping, divided by the number of boxes received). For example, a 3-box bundle at £99.99 is valued at £33.33 per box.

3. Conditions

• The Guarantee is limited to one claim per customer, household, delivery address and payment method, and applies to your first order only.
• Requests must be sent by email to support@thelommy.com within 60 days of delivery, with your order number and a short description of why lommy didn't work for you. We may ask one or two questions to help improve the product; your refund does not depend on your answers.
• The Guarantee applies to purchases made directly on thelommy.com. It does not apply to products bought from resellers or third-party marketplaces, or to orders for which a chargeback or payment dispute has been opened.
• Return postage for unopened additional boxes is paid by you, using a tracked service, to the return address we provide by email. Original shipping charges (if any) are not refundable.

4. How and when you are refunded

Once your request is approved, we refund the first box within 5 business days, and any unopened additional boxes within 5 business days of receiving them. Refunds are issued to the original payment method only; depending on your bank, it may take 5–10 business days to appear on your statement.

B. Rules for all customers

1. Contact us first

All refund, return, replacement and delivery requests must be submitted by email to support@thelommy.com with your order number. We respond within 1–2 business days. Returns sent without our prior written authorisation (a Return Authorisation, "RA") will not be accepted and will not be refunded.

2. Hygiene and product safety

For the health and safety of all customers, we never resell returned products, and we only accept physical returns of boxes that are unopened and sealed. Opened products are covered only as set out in the 60-Day Guarantee (Section A) or where the product is faulty or not as described.

3. After 60 days

After the 60-day Guarantee period, products are not refundable, except where they are faulty, damaged or not as described, or where the law gives you additional rights. Lommy is a food supplement, not a medicine, and individual results vary.

4. Discounts and promotions

Discount codes and promotional credits have no cash value and are not refunded. Refunds are always based on the amount actually paid.

5. Payment disputes and chargebacks

If you have an issue with your order, please contact us before contacting your bank or card issuer — our Guarantee means we can resolve it quickly and directly. If a chargeback or payment dispute is opened without first contacting us, or for an order that was delivered as described, we will submit order, tracking, delivery and communication records to the payment provider to contest it. Where a dispute is found to be unfounded or fraudulent, we reserve the right to refuse future orders and to recover the disputed amount and any associated fees. Nothing in this section limits your statutory rights.

6. Abuse

We reserve the right to refuse a refund, replacement or future orders where we reasonably detect abuse of this policy, including multiple Guarantee claims under different names or addresses, claims of non-delivery for parcels confirmed delivered, or returns of products other than those purchased.

C. United States customers

1. Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, email us within 7 days of the delivery date with your order number and clear photos of the product, the packaging and the shipping label. Once verified, we will, at our discretion, send a replacement or issue a refund. You will not need to pay return shipping for verified damaged, defective or incorrect items, and in most cases you will not need to return them.

2. Lost or undelivered parcels

Please see our Shipping Policy. Parcels marked as "delivered" by the carrier to the address provided at checkout are considered delivered. We are not responsible for parcels stolen after delivery or for incorrect or incomplete addresses entered at checkout.

D. United Kingdom customers

This section describes your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Our 60-Day Guarantee is offered in addition to these rights and does not affect them.

1. Your right to cancel (14 days)

You have the right to cancel your order for any reason within 14 days of the day you (or a person you nominate) receive the goods. If you order several items delivered separately, the period runs from receipt of the last item. To cancel, send us a clear statement of your decision by email to support@thelommy.com before the cancellation period expires, including your name, order number and the items concerned. You may use the model cancellation form below, but it is not obligatory.

2. Exception — sealed health and hygiene products

The statutory right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery (regulation 28(1)(e) of the Consumer Contracts Regulations 2013). Lommy is an ingestible food supplement supplied sealed. Once a box seal or any stick sachet has been opened, the statutory right to cancel ends for that box — but our 60-Day Guarantee (Section A) still applies.

3. Returning unopened goods after cancelling

• Send the goods back to the return address we provide by email, without undue delay and no later than 14 days after telling us you wish to cancel.
• You will have to bear the direct cost of returning the goods. We recommend a tracked service.
• We will refund all payments received for the cancelled goods, including the cost of standard delivery, within 14 days of receiving the goods back or of receiving evidence that you have sent them back, whichever is earlier, using the same means of payment you used.

4. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your goods are faulty, damaged or not as described, you are entitled to a remedy, including a full refund if you reject them within 30 days of delivery. Please email us as soon as possible (ideally within 7 days of delivery) with your order number and photos of the product, the packaging and the shipping label. We will cover reasonable return costs for goods confirmed faulty, damaged or incorrect.

5. Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)
To: Carré d'AS LLC (Lommy), 701 Tillery St, Unit 12, 3537, Austin, TX 78702, United States, support@thelommy.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature of consumer(s) (only if this form is notified on paper): ______
Date: ______

Contact

Carré d'AS LLC, trading as Lommy — 701 Tillery St, Unit 12, 3537, Austin, TX 78702, United States — support@thelommy.com. Please do not send returns to this address; the return address is provided with your Return Authorisation.