Cancellation & refunds

How to change your mind, and how and when we refund you.

1. Cancelling or moving a booking

  • You can cancel or move a collection or return from your account, free of charge, up to 2 hours before its window.
  • Cancelling a collection before we've collected cancels the whole order. Any account credit you used goes straight back to your LAVE account.
  • If you paid at booking, we'll be in touch to understand why you cancelled and arrange your refund. The full amount goes back to your card within 5 working days.
  • Within 2 hours of the window, please call us on +44 7763 566 145. Late cancellations and missed visits are treated as set out in our Terms, section 10.

2. Your 14-day right to cancel

When you book a service with us online, UK law (the Consumer Contracts Regulations 2013) gives you 14 days from our booking confirmation to cancel, for any reason.

  • Most collections happen within those 14 days. When you book one, you ask us to start the service during the cancellation period. We show this when you book.
  • If you cancel after we've collected your pieces but before we've finished, you pay for the work done up to that point, and we refund the rest.
  • Once we've finished the service and returned your pieces, the right to cancel ends.

To cancel, use your account, email hello@lavelondon.com or call us. You can use the form below, but you don't have to.

> Cancellation form > > To LAVE LTD, 438 Streatham High Road, London SW16 3PX, hello@lavelondon.com: > > I hereby give notice that I cancel my contract for the following service: [booking reference]. Booked on: [date]. Name: [your name]. Address: [your address]. Date: [today's date].

3. Memberships

When you choose a plan, you ask us to start your membership straight away. You can still cancel within 14 days of signing up:

  • If you haven't used your membership (no collections, laundry bags or other benefits), we refund everything you've paid.
  • If you have used it, the current month isn't refunded. On a monthly plan, your membership ends at the end of that month and you won't be charged again. On an annual plan, we refund the months still to come, each at one twelfth of your annual price.

After the first 14 days, you can cancel at any time from your account:

  • Monthly plans: cancelling stops your next payment. Your membership continues to the end of the month you've paid for.
  • Annual plans: your membership continues to the end of the year you've paid for, and won't renew. We don't refund the remaining months.

4. If you're not happy with the result

Please tell us within 24 hours of your pieces coming back, and we'll collect and re-clean them free of charge. If we can't put it right, we'll refund what you paid for that piece's care. This doesn't affect your legal rights. If a piece has been damaged, see our Garment care & liability policy.

5. LAVE account credit

Credit on your LAVE account is used automatically on your next booking. You can ask us to refund it to your card at any time. Credit doesn't expire unless we tell you otherwise when it's given.

6. Apothecary products

  • You can cancel an online order up to 14 days after you receive it. Tell us, then send the products back within 14 days, unused and in their original packaging.
  • For hygiene reasons, sealed skincare, fragrance and toiletries can't be returned once opened, unless they're faulty.
  • We refund the price and standard delivery within 14 days of receiving the return. You pay for return postage, unless the product is faulty or we sent the wrong item.
  • If a product is faulty, you can ask for a refund within 30 days of delivery under the Consumer Rights Act 2015.

7. How refunds are paid

We refund to the card you paid with, through Stripe. Refunds usually appear within 5 to 10 working days, depending on your bank.

Last updated 27 October 2026.