Refund policy
Updated: 23 September 2026
At LIFT SETS LTD, we want every customer to shop with complete confidence. You have a statutory right to cancel most online orders, and on top of that we offer an extended 180-day return window for change of mind.
Your statutory right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your online purchase without giving a reason, from the time you place your order until 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If goods in one order arrive separately, the period ends 14 days after you receive the last item. For goods delivered in several lots or pieces, it ends 14 days after you receive the last lot or piece.
To cancel, tell us clearly that you wish to cancel by emailing support@liftsets.co.uk, calling +44 191 743 7100, or writing to LIFT SETS LTD, 116 Napier Street, St. Helens, England, WA10 2EW. You may use the model cancellation form below, but you do not have to. It is enough that you send your cancellation before the deadline.
Unless we have offered to collect the goods, you must send them back without undue delay and no later than 14 days after the day you tell us you are cancelling. You meet this deadline if you send the goods before that period expires.
These rights are separate from, and in addition to, our voluntary 180-day return policy. Where required cancellation information was not supplied to you, any longer statutory cancellation period that applies as a result remains available to you.
Model cancellation form
Complete and return this form only if you wish to cancel the contract.
To: LIFT SETS LTD, 116 Napier Street, St. Helens, England, WA10 2EW; support@liftsets.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
Our voluntary 180-day return policy
In addition to your statutory rights, we offer change-of-mind returns within 180 calendar days from the date of delivery. For returns made solely under this voluntary policy, items must:
- Be unused, unassembled, and in original condition
- Include all original packaging, labels, accessories, and components
- Be accompanied by proof of purchase (order number or confirmation email)
These conditions apply to our voluntary policy only. They do not restrict your statutory cancellation rights, including any extended cancellation period, and they do not affect your rights where goods are faulty, damaged, incorrect or not as described.
Sealed hygiene goods
The statutory cancellation right does not apply to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once you have unsealed them after delivery. Where this applies to a product, we will identify the restriction before you buy. Opening ordinary packaging, or removing protective wrap, does not by itself remove your cancellation right.
This exception does not affect your rights where goods are faulty, damaged, incorrect or not as described. We do not exclude products from returns merely because they were discounted or marked as sale items.
How to Start a Return
To begin the return process:
- Contact us using the details below.
- Provide your order number, or other details that help us identify your purchase. For a change-of-mind cancellation you do not have to give a reason.
- We will provide return instructions, the correct return address, and a Return Authorisation Number (RAN).
Please include the RAN with your return if you have one: it helps us identify your parcel and process it faster. You do not need our permission or a RAN to exercise your statutory cancellation rights, and we will not refuse a statutory return solely because a RAN is missing.
Return Address
Our returns are handled at a warehouse address rather than our registered office, so please contact us before you send anything back and we will provide the correct return address for your item promptly. We will provide it whether or not a RAN has been issued, and asking you to contact us first does not make your statutory cancellation or return rights conditional on our approval.
Registered office (an administrative address, not a showroom or a returns drop-off point):
LIFT SETS LTD
116 Napier Street
St. Helens, England
WA10 2EW
Who Pays for the Return
For change-of-mind returns, you bear the direct cost of returning the goods, provided we supplied the legally required return-cost information before you purchased.
For goods that cannot normally be returned by post, including items delivered on a pallet, we will provide the return cost before you purchase or, where it cannot reasonably be calculated in advance, a maximum estimate. If we did not provide the required information, we will bear the return cost.
We bear the reasonable return costs where goods are faulty, damaged, incorrect or not as described.
Discounted Return Label Option
We offer discounted courier labels for customers who prefer a lower-cost, fully tracked return method. Using our discounted label provides:
- Reduced shipping rates compared to standard prices
- Full tracking
- Faster handling within our returns system
Customers may still choose to ship the return using their own courier if preferred.
No Restocking Fee
We do not charge a restocking fee. Nothing is deducted from your refund for putting a returned item back into stock.
Refunds
We will inspect returned goods and give you an update within 2 business days of receipt.
For statutory cancellations, we will refund you without undue delay and no later than 14 days after we receive the goods back, or after you provide evidence that you have sent them back, whichever happens first. If we have offered to collect the goods, we will refund you without undue delay and no later than 14 days after you tell us you are cancelling.
For returns made solely under our voluntary 180-day policy, we will issue any refund due within 14 days of receiving the goods. Where you are entitled to a refund for faulty or non-conforming goods, we will issue it without undue delay and within 14 days after agreeing that you are entitled to it.
Refunds are issued to your original payment method unless you expressly agree otherwise, and we do not charge a fee to issue a refund. Your bank or payment provider may take a further 5-7 business days to show the credit.
Delivery Charges and Refund Deductions
Delivery charges. If you cancel under your statutory cancellation right, we will refund the basic outbound delivery charge you paid. Standard delivery to Great Britain is free, so in most cases there is no delivery charge to refund. For Northern Ireland, we will refund the standard delivery charge you paid. If you expressly chose Express Delivery, we will not refund the additional cost above standard delivery. For change-of-mind returns made solely under our voluntary 180-day policy, original delivery charges are not refunded. None of this affects your rights where goods are faulty, damaged, incorrect or not as described.
Reduced refunds. For statutory cancellations, where the law permits, we may reduce your refund only by the actual reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, judged against the handling that would be reasonable in a shop. We do not make an automatic deduction for opened or missing packaging. We will explain any proposed deduction and the basis for it before we make it. We will not make a diminished-value deduction where we failed to provide the legally required cancellation information.
Faulty or Damaged Items
If goods arrive damaged or defective, or are incorrect or not as described, please contact us as soon as reasonably possible with your order number or other proof of purchase. Photos or videos are helpful where practicable, but they are not a condition of your statutory rights. You may also contact us about faults that become apparent later.
Where goods arrive damaged or defective, we will arrange either a free replacement or a full refund, depending on your preference.
Your statutory rights
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Those rights apply in addition to the cancellation rights and the voluntary 180-day returns described above, and are not affected by them.
Our warranty provides additional benefits and does not limit your statutory rights. You can report a problem directly to us using the contact details below, whether or not it is covered by the warranty.
Contact Us
For all return requests, RAN issuance, or general support:
Business Name : LIFT SETS
Company Name : LIFT SETS LTD
Address : 116 Napier Street, St. Helens, England, WA10 2EW
Email : support@liftsets.co.uk
Telephone : +44 191 743 7100
Company Registration Number : 16883724
Customer Contact : Click Here to Contact Us
Hours: Mon - Fri: 9:00 AM - 5:00 PM (UK time), by phone, email and WhatsApp