Refund policy

Returns, Refunds & Cancellations

We want you to be happy with your Lone Mule Co. purchase. This policy explains how cancellations, returns and refunds work for physical and digital products purchased from us.

Nothing in this policy affects your statutory consumer rights. Where the laws that apply to your purchase give you additional rights, those rights will continue to apply.

Physical products

Changing your mind

If you are a UK consumer, you normally have the right to cancel an online purchase of eligible physical goods within 14 days of receiving them, without giving a reason.

To exercise this right, please contact us at info@lonemule.com within the cancellation period.

Once you have told us that you wish to cancel, the goods must normally be returned within a further 14 days.

Please contact us before returning anything. Do not send a return to the address shown on the parcel, packaging or other correspondence unless we have specifically instructed you to do so. Our products may be produced and dispatched from different fulfilment locations, so we will provide the appropriate return instructions.

Unless the product is faulty, damaged, incorrect, or we tell you otherwise, you are responsible for the direct cost of returning the item. We recommend obtaining proof of postage.

You may inspect the product as you reasonably would in a shop. We may make an appropriate deduction from the refund if the value of the item has been reduced by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

For customers outside the UK, any mandatory cancellation or return rights provided by applicable local law will apply. Any discretionary return we agree outside mandatory legal rights will be subject to the return instructions and conditions we provide at the time.

Refunds following a change-of-mind cancellation

Where a valid cancellation right applies, we will refund the price paid for the returned product together with the cost of our least expensive standard outbound delivery option, where applicable.

Unless the product is faulty, damaged, misprinted or incorrect, you are responsible for the direct cost of returning the item in accordance with the return instructions we provide.

If you chose a more expensive or expedited delivery service, the additional delivery cost is not normally refundable.

We may withhold the refund until we have received the returned goods, or until you provide evidence that they have been sent back, whichever occurs first, where the law permits us to do so.

Where the statutory cancellation rules apply, we will issue the refund without undue delay and within the applicable statutory time limit. Refunds will be made using the same payment method used for the original transaction unless you expressly agree otherwise. Your bank or payment provider may take additional time to show the refund in your account.

Damaged, faulty, misprinted or incorrect products

If a product is faulty, damaged, misprinted, incorrect or not as described, please contact info@lonemule.com promptly after discovering the issue.

Please include your order number or other proof of purchase, a description of the problem and, where practical, clear photographs showing the issue and any relevant packaging.

Please do not return or dispose of the product until we have provided instructions. We may ask for additional information, photographs or, where appropriate, for the item to be returned before we arrange a remedy.

Where applicable, we will provide an appropriate remedy in accordance with your statutory rights, which may include repair, replacement, a price reduction or a refund.

If we require a faulty, damaged, misprinted or incorrect product to be returned, we will provide the appropriate instructions and will not require you to bear return costs where those costs are our responsibility.

Your statutory rights relating to faulty or misdescribed goods are not affected by this policy.

Exchanges

Because many Lone Mule Co. products are produced to order, we do not operate a general exchange service.

If you have ordered the wrong colour, size, format or variant, please contact us. Where a change-of-mind return is available, the simplest option will usually be to return the eligible item for a refund and place a new order.

This does not affect your rights where an item is faulty or where we have supplied the wrong product.

Personalised products

Products that are made specifically to your individual specifications or clearly personalised may not qualify for a change-of-mind cancellation where the law provides an exemption for such goods.

This does not affect your rights if a personalised product is faulty, damaged, misprinted or not as described.

Digital products

Digital products, including downloadable journals, travel guides and other digital content, are normally supplied immediately after purchase.

Where required by UK consumer law, before immediate supply begins we ask you to expressly consent to the digital content being supplied during the 14-day cancellation period and to acknowledge that you will lose your right to cancel once supply begins.

Where you have provided that consent and acknowledgement and supply of the digital content has begun, we do not offer change-of-mind cancellations or refunds for that digital content.

If supply has not yet begun, please contact info@lonemule.com as soon as possible if you wish to cancel.

This does not affect your statutory rights if digital content is faulty, corrupted, materially not as described or otherwise does not conform to the contract.

If you experience a problem with a digital product, please contact us and we will provide an appropriate remedy, which may include a replacement or corrected file, price reduction or refund where applicable.

Please check the file format and any compatibility information shown on the product page before purchasing. Device features, hyperlink behaviour and annotation functionality may vary between devices and software.

Orders containing physical and digital products

Where an order contains both physical and digital products, the cancellation and refund rules for each part of the order are considered separately.

For example, cancelling or returning an eligible physical item does not automatically create a right to cancel digital content where immediate supply has already begun after the required consent and acknowledgement were given.