Returns & Refunds Policy

Returns & Refunds Policy – Sienna Concepto

Last Updated: 17 October 2025

At Sienna Concepto (operated by LVC DIGITAL LTD), we want you to be completely satisfied with your purchase.
If for any reason you are not, this policy explains your rights and how to request a return or refund in accordance with UK consumer law.

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods — no reason required.

To exercise this right:

  1. Email us at support@siennaconcepto.store within 14 days of delivery.

  2. You then have another 14 days to return the items.

Refunds are processed within 14 days of receiving the returned items or proof of postage, whichever comes first.

2. Conditions for Returns

We can only accept returns if:

  • Items are in original condition – unused, unworn, unwashed, and with all tags attached.

  • Items are returned in the original packaging.

  • Proof of purchase (order number or receipt) is included.

⚠️ Hygiene note: For hygiene reasons, certain items (such as underwear, swimwear or earrings) cannot be returned unless faulty.

3. Faulty or Incorrect Items

If you receive a defective or wrong item:

  1. Contact us within 48 hours at support@siennaconcepto.store, including photos and details of the issue.

  2. We’ll arrange a replacement or a full refund (including reasonable shipping costs) where the fault is confirmed under UK law (Consumer Rights Act 2015).

4. Non-Returnable Items

We cannot accept returns for:

  • Items marked Final Sale or Clearance.

  • Personalised or custom-made products.

  • Gift cards.

5. Refund Process

  • Refunds are issued to the same payment method used for the original purchase.

  • Please allow 5–10 working days for the refund to appear, depending on your bank or card issuer.

  • Original shipping costs are non-refundable unless the item is faulty or incorrect.

6. Exchanges

We do not offer direct exchanges. To change size, colour or product, please return the original item for a refund and place a new order.

7. How to Return an Item

  1. Email support@siennaconcepto.store with your order number and reason for return.

  2. We’ll send instructions and the return address.

  3. Pack the item securely and include proof of purchase.

  4. Ship using a tracked delivery service. (Customers are responsible for return postage unless the item is faulty.)

8. Contact Information

Sienna Concepto — LVC DIGITAL LTD
📍 Courier Point, Lytchett Matravers, Poole, BH16 6FH, United Kingdom
📧 support@siennaconcepto.store