TERMS & CONDITIONS
Last updated: 26 August 2026
Welcome to LiliStore. These Terms & Conditions apply when you browse our website or purchase products from us.
By placing an order with LiliStore, you agree to these Terms & Conditions. Please read them carefully before completing your purchase.
Nothing in these Terms & Conditions limits or excludes any rights you have under applicable UK consumer law.
1. About LiliStore
LiliStore is an online pet store serving customers in the United Kingdom.
Trading name: LiliStore
Business operator: SUELEN CRISTINA DE LIMA PEREIRA DA SILVA
Business address: RUA SABINO DE SOUSA, 119 LISBON - PORTUGAL
Country of establishment: Portugal
Email: thelilistore.com@gmail.comLiliStore is operated by a business established outside the United Kingdom and sells products to customers within the United Kingdom.
2. Using Our Website
You may use our website for lawful personal shopping purposes.
You must not use the website in a way that:
Breaks applicable law;
Attempts to interfere with the security or operation of the website;
Uses false or misleading information;
Infringes the rights of LiliStore or any third party.
We may make reasonable changes to the website from time to time, including updates to products, prices, content and functionality.
3. Product Information
We aim to present product descriptions, specifications, photographs and prices as accurately as reasonably possible.
Product colours and appearance may vary slightly depending on your device or screen settings.
Packaging may also differ from photographs where suppliers update packaging, provided this does not materially change the product ordered.
Customers should read the full product description and any relevant size, compatibility, care or usage information before ordering.
Goods supplied to consumers must comply with applicable UK consumer law, including requirements that they are as described, of satisfactory quality and fit for purpose where applicable.
4. Product Availability
All products are subject to availability.
If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible.
Where we cannot fulfil the order, any amount paid for the unavailable product will be refunded using the applicable payment method.
5. Prices
Prices are displayed in British Pounds Sterling (GBP) unless otherwise stated.
The total amount payable, including any applicable taxes, delivery charges or other mandatory costs, will be shown before you place your order.
We take reasonable care to ensure prices are accurate.
If an obvious pricing error occurs, we may contact you before processing the order and give you the option to proceed at the correct price or cancel the affected item.
We will not add optional charges without your express agreement.
6. Promotions and Discounts
Promotional offers, discount codes and special prices may be subject to specific conditions displayed at the time of the promotion.
Promotions may have expiry dates, eligibility requirements or product exclusions.
We will aim to present promotional pricing clearly and transparently.
7. Placing an Order
Before submitting an order, you will have the opportunity to review the products selected, delivery information, available shipping options and total amount payable.
You are responsible for checking that the information provided is complete and accurate before confirming your order.
By selecting the final purchase or payment button, you acknowledge that the order involves an obligation to pay.
After receiving your order, we will provide an electronic confirmation.
Online sellers must make clear that placing an order creates an obligation to pay, show delivery options and charges, allow customers to correct order errors, and provide confirmation of the contract.
8. Order Acceptance
We may be unable to accept or fulfil an order for legitimate reasons, including:
A product being unavailable;
An obvious pricing or product-information error;
Payment not being successfully authorised;
Suspected fraud or misuse;
Delivery being unavailable to the address provided.
If we are unable to fulfil an order after payment has been taken, we will arrange an appropriate refund without undue delay.
9. Payment
Available payment methods will be displayed during checkout.
Payment transactions may be processed by third-party payment providers. Their own terms and privacy practices may also apply to the payment service they provide.
LiliStore does not normally store your full payment card details.
10. Shipping Area
LiliStore currently serves customers within the United Kingdom.
Products may be dispatched from different fulfilment locations depending on the product and supplier responsible for fulfilment.
Please see our Shipping Policy for full details.
11. Processing and Delivery
Orders are normally processed within 1–3 business days after payment confirmation.
For Free Standard Shipping, the estimated delivery time is 5–25 business days after dispatch.
By choosing Standard Shipping, you acknowledge the stated delivery window.
Where available, customers may choose DHL Express for faster delivery. The applicable cost and estimated timeframe will be displayed before the order is placed.
UK distance-selling rules generally require goods to be delivered within 30 days unless another delivery period has been agreed with the customer.
12. Multiple Parcels
Because LiliStore works with more than one fulfilment supplier, items from the same order may occasionally be shipped separately.
You may therefore receive more than one parcel or receive items on different dates.
You will not be charged additional standard shipping fees simply because an order is divided into multiple shipments.
13. Delivery Information
Customers are responsible for providing complete and accurate delivery details.
If you notice an error after placing an order, please contact us as soon as possible.
We will make reasonable efforts to correct the information before dispatch, but changes may not always be possible once fulfilment has started.
14. Delivery Delays
Delivery may occasionally be affected by circumstances outside our reasonable control, such as carrier disruption, severe weather, customs processing or other exceptional events.
If your order is significantly delayed, please contact us so we can investigate.
Nothing in this section removes any statutory rights you may have where goods are not delivered within the agreed timeframe.
15. Cancellation Rights
For most goods purchased online, UK consumers normally have the right to cancel their order within 14 days after receiving the goods, without giving a reason.
After informing us of the cancellation, you normally have a further 14 days to return the goods.
Certain statutory exceptions may apply, including some sealed hygiene goods once opened, personalised products and other categories excluded by law.
Full details are provided in our Returns & Refunds Policy.
UK distance-selling rules require businesses to inform customers about their cancellation rights before the order is placed.
16. LiliStore 30-Day Return Policy
In addition to statutory rights, LiliStore offers a 30-day commercial return period for eligible products from the date the order is received.
Conditions for this additional policy, including product condition and return costs, are explained in our Returns & Refunds Policy.
This additional policy does not replace or reduce statutory consumer rights.
17. Faulty, Damaged or Incorrect Goods
If a product is faulty, damaged on arrival or different from what you ordered, please contact us as soon as possible.
We may ask for your order number, photographs, videos or other reasonable information to help us investigate.
Depending on the circumstances and applicable law, remedies may include a refund, repair or replacement.
We do not exclude or restrict our legal responsibilities relating to faulty goods, goods that are not as described or other rights that cannot lawfully be excluded. UK guidance expressly warns businesses not to use contract terms that attempt to avoid these responsibilities.
18. Refunds
Eligible refunds will be processed in accordance with our Returns & Refunds Policy and applicable UK consumer law.
Refunds will normally be made through the original payment method where possible.
Your bank or payment provider may require additional time to show the refunded amount after it has been processed.
19. Intellectual Property
Unless otherwise stated, content created for the LiliStore website, including branding, text, graphics and original design elements, may be protected by intellectual property rights.
You may not copy, reproduce, distribute or commercially exploit protected LiliStore content without permission, except where permitted by law.
Third-party trademarks, product names and other intellectual property remain the property of their respective owners.
20. Website Availability
We aim to keep the website available and functioning correctly, but uninterrupted access cannot be guaranteed.
We may temporarily restrict access where reasonably necessary for maintenance, security or technical reasons.
21. Our Responsibility
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
In particular, nothing limits your statutory consumer rights or seeks to exclude responsibility for goods that are faulty, not as described or otherwise fail to meet mandatory legal standards.
We are not responsible for losses that could not reasonably have been foreseen when the contract was made, except where the law provides otherwise.
22. Personal Information
We process personal information in accordance with our Privacy Policy and applicable data-protection law.
Please read our Privacy Policy for information about what data we collect, how we use it, international transfers and your rights.
23. Cookies
Our website uses cookies and similar technologies.
Non-essential cookies are used only where permitted by applicable law and, where required, after the appropriate consent has been obtained.
Further details are available in our Cookie Policy.
24. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our business, website or legal requirements.
Changes will apply to future transactions from the date the revised terms are published.
Changes will not retrospectively remove rights or alter a contract already entered into where doing so would be unfair or unlawful.
25. Governing Law and Disputes
These Terms & Conditions are interpreted subject to applicable consumer law.
If you are a consumer in the United Kingdom, nothing in these terms deprives you of mandatory protections available under the laws applicable to you.
If a dispute arises, please contact LiliStore first so that we can try to resolve the issue fairly.
Nothing in these terms prevents you from using any court, tribunal or dispute-resolution process available to you under applicable law.
26. Contact Us
For questions about these Terms & Conditions or an order, please contact:
LiliStore
Legal business name: LiliStore
Business address: Rua Sabino de Sousa, 119 RCE - Lisbon - Portugal
Country of establishment: Portugal
Email: thelilistore.com@gmail.com
Customer service hours: Monday to Friday, 10:00 AM to 7:00 PM (Portugal time)
Market served: United Kingdom27. Model Cancellation Form
If you wish to cancel an eligible distance contract, you may use the following form. Use of this form is not mandatory.
To: LiliStore — thelilistore.com@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number: __________________
Product(s): __________________
Ordered on / received on: __________________
Customer name: __________________
Customer address: __________________
Date: __________________If submitted electronically, a handwritten signature is not required.
Eu acrescentei o Model Cancellation Form no final por um motivo importante: a orientação oficial britânica diz que, quando existe direito de cancelamento, o comerciante deve disponibilizar ao consumidor um standard cancellation form.