Contact Us: hello@lilealiving.com Phone: +44(0)3335330633

Returns Policy

We want you to love our Products! 

We are therefore giving you the opportunity to return a Product to us at any time within fourteen(14) days of receiving your goods and receive a replacement( stock dependant) or a refund in the event you are unhappy with it or it is simply not right for you. No questions asked.

The return request shall be raised within fourteen(14) days and the product shall be returned to us within thirty(30) days.

If on receipt of your Product you are uncertain about your purchase, please keep the item in its original condition along with its tag, fittings, and packaging until you have decided whether or not you wish to keep it. You may inspect the Product to make sure that it is right for you and as described on our Website. However, we reserve the right to reject a return if the Product has been used to an unreasonable extent. 

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer’s instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.

In particular, please note the following:

  1. All items should be returned in the original packaging
  2. All items should be returned with all its fittings and accessories.

Please note that this right of return and refund does not apply to all of our Products. For example, it does not apply to Products that have been made to your specification (e.g. Products that are made to order, bespoke or personalised in any way).

You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you decide to return the goods and we receive the goods damaged whilst in transit, you are responsible for the costs of the damage that has been incurred and a charge will be made for the damage to the goods.

 

Returning a Product Because It Is Faulty

The Products sold to you must be as described, fit for purpose and of satisfactory quality. 

If you think that a Product you received is not as described or is defective, you can return it to us within 14 (fourteen) days and we will make things right. 

If the Product you received is faulty, you can have it

  1. replaced with identical products, depending on the stock availability; 
  2. If the above is not possible- either exchanged for another product of the same value or a full refund in most cases.

The postage cost would be borne by us based on the actuals, which we will be asking you to share the copy of the postage receipt with.

 

How to Initiate a Return

To initiate a return, please follow the instructions on this page and email to us citing your reason for Returns and we will guide you through the process and issue a return reference number and the address to which the Product has to be returned. 

You can contact us at hello@lilealiving.com

Please note that if you send the product back to us, without emailing us we cannot assure you the refund request would be processed as our registered business address and office address is different to that of our warehouse.

You can also contact us with any questions about this Returns Policy.  

Please ensure that the Product is well packaged and protected from damage in transit when you return it to us. You are responsible for the Product until it is received by us.

You are responsible for the cost of returning a Product to us except when the Product is faulty. 

 

Refund Method

In the first instance, we will try to refund any sums you are due under this Returns Policy to the same payment method used for the relevant Order.

Should we be unable to issue a refund to your original payment method, we will contact you to arrange an alternative refund method. We may need to verify your identity to ensure that you are the original purchaser of the Product that was returned to us.

We try our best to process all refunds within seven (7) days of receiving the relevant Product back from you. However, please note that this is only an estimate and we might take a little longer to complete your refund.

 

Incorporation into our Terms of Sale

This Returns Policy forms part of our Terms of Sale.

When we use certain capitalised words in this Returns Policy, they have the specific meaning outlined in our Terms of Sale.