Read the small print in their T&Cs
Despite my previous complaint where Lyra London claims we came to a mutual agreement, which we did NOT (it was the only viable option to have a partial refund) AND I am not allowed to reply on Trustpilot further! I continue to get emails and Facebook claims of "30-day money back guarantee" which is effectively FALSE! If you wish to return something it has to be returned to their "INTERNATIONAL WAREHOUSE IN ASIA" at YOUR cost! Which often outweighs the amount of refund, depending what you buy. Be warned, not a company to buy from and trading standards should get involved. Its in their small print yes but they will often only offer a partial refund in "GOOD FAITH" - huh!, read the small print before you believe they are in London and think you are safe because of the 30 day money back guarantee!
Antwort von Lyra London
Thank you for your feedback. We are sorry you are still feeling this way following your previous case.
For the benefit of anyone reading, we would like to gently clarify a few points.
Our shipping and return terms are openly published on our website and are accessible to every customer before any purchase is placed — they are not hidden in small print.
Our 30-Day Money Back Guarantee is honoured in line with our published policy. A full refund is available on the return of items, and we also offer partial refund and replacement alternatives as a goodwill option for customers who would prefer not to arrange a return shipment. In your case, a partial refund was discussed and agreed at the time, and we are genuinely sorry that the resolution did not feel satisfactory in hindsight.
We take every customer experience seriously and engage with each case individually. If there is anything further you would like us to look at, our customer service team is reachable at hello@lyra-london.uk and we would be very happy to take another look with you.
Kind regards,
Lyra London
