Refund Policy

Thank you for shopping at 5LB 11OZ, please find below our return/refund policies.

Our policy for returns is 14 days from delivery. If 14 days have passed since delivery unfortunately we cannot offer you a refund or exchange.

Please be aware that all 'MYSTERY BOXES/MYSTERY ITEMS' are non returnable and cannot be refunded.

To be eligible for a return, your item(s) must be unused and in the same condition we sold it. It must be in the original packaging. 

To complete your return we require proof of purchase and your order number. 

Please contact us at [email protected]

We will be happy to assist you and provide details on whether your order is eligible for a return/exchange. If so we will provide instructions on how to return an item.

There are certain situations where only partial refunds are granted (if applicable) for example if any item is not in its original packaging or damaged for reasons not due to our error.

Once your return has been received and has been inspected, we will email you to notify you that we have received your item(s). We will also notify you of approval or rejection of your refund. We reserve the right to reject any returned request and refund once product is received.

If your refund is approved and your refund was due to damages you will receive a full refund to your original payment method within a certain amount of days.

Sales items cannot be refunded.

Cancellations of orders are accepted up to he point at which your order is packed and ready for dispatch. This timing differs depending on how busy we are,/day/holiday etc.

Your order could be packed and ready within a couple of hours or not until next day. 

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non refundable. 

Depending where you live, the time is may take for your products to reach you may vary.

Please use a trackable insured service to return any items as we will not be held responsible if we don't receive your returned item.