Returns & Refunds Policy

The Lava Company offers a return and refund policy. In short, unopened products may be returned within 14 days of receipt. Read the following information before initiating any returns or requests for refund.

Returns

We offer a 14-day return period from the date you receive your order.

To be eligible for a return, the product must:

• Be unopened and unused
• Be in its original packaging
• Be undamaged and in resalable condition
• Be accompanied by proof of purchase (such as your order confirmation)

To request a return, please contact us before sending any goods back.

Customers are responsible for the cost of returning items unless the product is faulty, damaged, or supplied incorrectly.

Returns sent without prior approval may not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If you receive a product that is damaged, defective, or not the item you ordered, contact us as soon as possible. Please include your order number and photographs where possible.

We will assess the issue and arrange an appropriate solution, which may include a replacement or refund.

Non-Returnable Items

Due to food safety and hygiene requirements, we cannot accept returns of:

• Opened hot sauce bottles
• Products with broken seals
• Products that have been partially consumed
• Custom-made or personalised products
• Sale or clearance items
• Gift cards

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you wish to purchase a different product, please return the eligible item in accordance with this policy and place a new order separately.

European Union Right of Withdrawal

For orders shipped within the European Union, consumers generally have the right to withdraw from their purchase within 14 days of receiving the goods.

However, pursuant to applicable consumer protection legislation, this right does not apply to sealed food products that have been opened after delivery or that cannot be returned for reasons of health protection or hygiene.

To exercise your right of withdrawal for eligible products, contact us within 14 days of receiving your order.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

Original shipping costs are non-refundable unless required by applicable law.

If more than 15 business days have passed since your refund was approved, please contact us. 

Contact Us

For returns, refunds, withdrawal requests, or any questions regarding this policy, please contact:

Email: sales@thelavacompany.com