Returns & Refunds Policy

This Returns & Refunds Policy applies to all purchases made through Lilli’s Place, operated by the Partners. We comply with the UK Consumer Rights Act 2015 and distance‑selling regulations.


1. Cooling‑Off Period (14 Days)

Customers have the legal right to cancel their order within 14 days of receiving their item. To start a return, customers must contact us with their order details.


2. Return Conditions

To qualify for a refund, items must be:

  • Unused

  • In their original packaging

  • In resellable condition

  • Free from damage caused after delivery

Items returned in a used or damaged condition may not be eligible for a full refund.


3. Non‑Returnable Items

The following items cannot be returned unless faulty:

  • Personalised items

  • Custom orders

  • Perishable goods

  • Items marked as non‑returnable on the product listing

  • Clearance or “sold as seen” items (where stated)


4. How to Return an Item

To arrange a return, customers must:

  1. Contact us within 14 days of receiving the item

  2. Provide the order number and reason for return

  3. Package the item securely

  4. Use a tracked postal service (recommended)

Customers are responsible for return postage unless the item is faulty or incorrect.


5. Refunds

Refunds are issued within 7 working days of receiving the returned item. Refunds are made to the original payment method.

Refunds do not include:

  • Original delivery fees (unless the item is faulty)

  • Return postage costs (unless the item is faulty or incorrect)

If an item is returned in an unsuitable condition, we may reduce the refund amount.


6. Damaged or Faulty Items

If an item arrives damaged or faulty:

  • Customers must contact us within 48 hours

  • Photos of the damage must be provided

  • We will offer a replacement, repair, or refund

Faulty items may need to be returned unless agreed otherwise.


7. Incorrect Items Received

If the wrong item is delivered:

  • We will cover return postage

  • A replacement or refund will be offered

  • Customers must notify us within 7 days


8. Lost or Missing Parcels

If a parcel does not arrive:

  • Customers must contact us

  • We will investigate with the courier

  • A replacement or refund will be issued once confirmed lost


9. Order Cancellation

Orders may be cancelled before dispatch. Once dispatched, the order must follow the returns process.

We reserve the right to cancel orders due to:

  • Stock issues

  • Payment problems

  • Suspicious activity

  • Listing errors


10. Exchanges

We currently do not offer direct exchanges. Customers may return an item for a refund and place a new order.


11. Contact Information

For returns, refunds, or queries, customers can contact us via:

  • Email

  • Website contact form (if provided)

  • Business phone number (if provided)

We aim to respond within 2–3 working days.


12. Governing Law

This policy is governed by the laws of England and Wales.