Refund policy
Refund and Returns
LilyElegance – Returns & Refund Policy
Your satisfaction is our top priority. We fully respect your legal rights as a consumer in the UK and EU.
In accordance with consumer law, customers have a minimum of 14 calendar days from the date of delivery to withdraw from the purchase without providing any reason.
For your convenience, LilyElegance extends this period to 30 calendar days for returns or exchanges under the following conditions:
1. Dissatisfaction with the product
- Timeframe: Within 30 (thirty) calendar days of receiving the item.
- Condition: The product must show no signs of misuse or intentional damage.
- Packaging: Where possible, please return the item in its original packaging. If this is not available, ensure the product is securely packed to avoid damage during transit.
- Important: Refunds may be reduced or denied only if the returned item is damaged due to improper handling or shows signs of use beyond what is necessary to verify its nature and functioning.
2. Faulty or defective product
- Timeframe: Within 30 (thirty) calendar days of receipt.
- Recommendation: We kindly ask customers to report visible damage (e.g., cracked glass, scratches, missing parts) as soon as possible, ideally within 24 hours of delivery, to help speed up the process.
- Important: This does not affect your legal right to a return or refund within the 30-day period.
3. First step: Contact our customer support
All returns or exchanges must be initiated by contacting our support team first.
Our team will provide you with return instructions and guide you through the process.
Contact: support@lilyelegance.com Phone: +1 978 742 3058
4. Return Shipping Costs
- Covered by LilyElegance: If the item is faulty, damaged, incorrect, or if the customer decides to exercise the right of withdrawal within 30 (thirty) calendar days of delivery, LilyElegance will fully cover all return shipping costs.
- Pre-paid return process: Our support team will provide the customer with a pre-paid return label or instructions for free postage, ensuring that no additional costs are incurred.
- Refund of original shipping fees: In addition to the amount paid for the product, the customer will also be refunded the standard delivery fee (where applicable). Express, priority, or premium shipping options are non-refundable unless the item is faulty, damaged, or incorrect.
- Responsibility during transit: All returns must be shipped using the method authorised by LilyElegance’s support team. The store is responsible for any loss or damage in transit, provided the authorised return method has been used.
- Exceptions: Items returned after the 30-day period, or those showing signs of misuse, excessive wear, or missing essential accessories, may not qualify for a full refund.
5. Refund amount
- Refunds include the cost of the item and standard delivery fees paid at the time of purchase.
- Upgraded shipping options (e.g., express or next-day delivery) are non-refundable unless the item is faulty or incorrect.
6. Inspection & Resolution
Once we receive your returned item, our team will assess it.
If approved, you may choose between:
- a) An exchange for another available product, or
- b) A refund for the amount paid for the item.
7. 30-Day Warranty
Valid from the date of delivery.
To make a claim under the warranty, we may request clear photos or a short video (optional) showing the issue, with the original packaging and shipping label visible, to speed up the process.
8. Warranty Limitations
Not covered:
- Cosmetic damage occurring after purchase (e.g., cracked or scratched glass)
- Damage caused by liquids or submersion (even if the product is water-resistant)
- Damage due to repairs or modifications by third parties
- Misuse of accessories
- Normal wear and tear (scratches, oxidation, weak battery)
- Stress testing (glass, water)
9. No technical service provided
LilyElegance does not offer technical support or authorised repair services.
For any questions, contact our support team.
10. Refund Processing Time
Once your return request has been approved and we receive the item back, the refund will be issued within 10 working days to the original payment method used.