Returns & Refunds Policy

At LiliStore, we want you to feel confident when shopping with us. This policy explains your rights and our procedures for returns and refunds for orders delivered to customers in the United Kingdom.

1. Your Statutory Right to Cancel

For most products purchased online, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

These statutory rights are separate from, and are not limited by, LiliStore’s additional 30-day commercial return policy described below.

2. LiliStore 30-Day Return Policy

In addition to your statutory rights, LiliStore offers a 30-day commercial return period for eligible products, starting from the date you receive your order.

For returns requested outside the statutory cancellation period but within our 30-day commercial return period, products must be:

• Unused and in suitable condition for resale;

• Returned with all accessories and components supplied;

• In the original packaging where reasonably possible;

• Accompanied by proof of purchase.

Please contact our customer support team before sending any item back. We will provide the appropriate return instructions and return address.

3. Return Shipping Costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the product, provided this has been communicated before the return.

If a product is confirmed to be faulty, damaged on arrival or incorrect, LiliStore will arrange or reimburse reasonable return costs where applicable.

Please do not send a product to an address without first contacting us, as return locations may vary depending on the product and fulfilment supplier.

4. Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible and provide:

• Your order number;

• A description of the issue;

• Clear photos or videos where appropriate.

Goods sold to UK consumers must meet applicable statutory standards, including being of satisfactory quality, fit for purpose and as described.

Where a product does not meet these requirements, your statutory rights may include a refund, repair or replacement depending on the circumstances. Nothing in this policy limits those rights.

5. Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from change-of-mind returns where permitted by law. This may include, for example:

• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;

• Personalised or made-to-order products;

• Goods that deteriorate or expire rapidly.

These exclusions do not remove your rights if a product is faulty, damaged or not as described.

6. Condition of Returned Goods

During the statutory cancellation period, you may inspect a product in the same way you reasonably would in a physical shop.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund for any reduction in value, where permitted by law.

7. Refunds

Once we receive the returned product, or satisfactory evidence that it has been sent back where applicable, we will review the return.

Eligible refunds will be issued to the original payment method without undue delay and within the timeframe required by UK consumer law.

For statutory cancellations, this is normally within 14 days of receiving the returned goods or evidence that they have been returned.

If you paid for standard delivery when placing the order, the standard delivery cost will also be refunded where required by law. If you selected a more expensive delivery method, such as DHL Express, any additional amount above the standard delivery cost is not necessarily refundable.

Please allow additional time for your bank or payment provider to display the refunded amount after we have processed it.

8. Orders Returned Due to Incorrect Address or Failed Delivery

Customers are responsible for providing accurate and complete delivery information.

If an order is returned because the delivery details supplied were incorrect or incomplete, please contact us. Any additional reshipping cost will be communicated before a new shipment is arranged.

9. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will make reasonable efforts to stop the shipment, although this may not always be possible once fulfilment has begun.

10. Contact Us

To request a return, report a problem or ask about a refund, please contact:

LiliStore
Email: thelilistore.com@gmail.com
Customer service hours: Monday to Friday, 10:00 AM to 7:00 PM (Portugal time)
Market served: United Kingdom

Please contact us before returning any item so that we can provide the correct return instructions.