This Return and Refund Policy applies to all purchases made through LILY MEADOW.
Contact Information
For any questions about returns or refunds, please contact our customer service:
• Email: contact@lilymeadow.com
Return Window
Customers in the UK have the right to cancel their purchase and return the product within 30 days from the delivery date.
Return Instructions
• Return Notification:
To initiate a return, contact our customer service at contact@lilymeadow.com with your order number and a detailed reason for the return.
• Return Authorization:
After reviewing your return request, we will provide detailed instructions and, if applicable, a prepaid shipping label.
Packaging and Shipping
• Safely pack the item in its original packaging, with all labels and tags still attached.
• Include the return authorization form and any necessary supporting documents or photos.
• Download and print the return label from the link provided in our email.
Return Costs
• For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
• For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.
Specific Return and Refund Conditions
• Change of Mind:
If you change your mind after purchase, you can return the product within 30 days of the delivery date, provided it is unused, undamaged, and in its original packaging.
• Defective Goods:
If you receive a defective product, contact our customer service immediately for instructions. LILY MEADOW will cover the return shipping costs and provide either a replacement product or a refund.
• Damaged Goods:
If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
• Incorrect Product Received:
If you receive an incorrect product, contact us, and we will arrange the return shipping and ensure you receive the correct product.
• Product Never Arrived:
If your product never arrived, contact us so we can initiate an investigation with the courier. If the product cannot be located, we will offer a full refund or a replacement product.
• Cancellation After Order:
You may cancel your order before it is shipped. If the order has already been dispatched, please follow the return procedure after receiving the product.
Policy for Damaged or Defective Goods
Upon receiving damaged or defective goods, contact our customer service within 48 hours and send photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Policy for Non-Damaged Goods
If you change your mind, you may return the unused and undamaged product within 30 days of delivery. Please ensure it is in its original packaging.
Timelines
• Return Window: Returns must be reported and shipped within 14 days of receiving the product.
• Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days and send a confirmation email.
• Refund Conditions: Refunds are approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
• Refund Period: Once approved, refunds are processed within up to 7 business days to the original payment method.
• Refund Methods: Refunds are issued to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following items cannot be returned:
• Custom or personalized items
• Hygiene products (e.g., socks, underwear), unless unopened and unused
Legal Rights
This policy does not affect any applicable statutory rights.