Refund policy

Return & Refund Policy

At Lilianhome, your satisfaction is our priority. If for any reason you are not fully satisfied with your purchase, we offer a simple and straightforward return process. This policy is in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Last updated: 25 March 2026

Return Period

You have 30 days from the date you receive your order to initiate a return. Under the Consumer Contracts Regulations 2013, you also have a statutory 14-day right to cancel your order. Our 30-day policy extends beyond this statutory minimum for your convenience.

Return Conditions

To be eligible for a return, items must meet the following conditions:

Items must be in their original condition — Brand New / Unused

Items must be returned with all original packaging, accessories, labels, and parts

Items must not be damaged beyond any original defect

Return Costs

Defective, incorrect, or damaged items If your item arrives damaged, is incorrect, or has a manufacturing defect, we will cover all return shipping costs. No charges will apply to you.

Change of mind / customer regret If you have changed your mind or ordered the wrong item:

You are responsible for the cost of return postage

Original outbound shipping costs are non-refundable

We recommend using a tracked shipping service, as we cannot be held responsible for items lost in return transit

How to Return an Item

Step 1 – Contact us: Email us at info@Lilianhome.com with your order number and the reason for your return. Our team will respond within 1–2 business days with a return authorisation and instructions.

Step 2 – Pack your item: Carefully repack the item in its original packaging. Include all accessories, manuals, labels, and components.

Step 3 – Send it back: Follow the return instructions provided in your return authorisation email. Drop off your parcel at the carrier location specified.

Please do not send items back to our registered address. Returns sent without prior authorisation may not be accepted.

Restocking Fee

We do not charge any restocking fees on returned items.

Refund Process

Once we receive your returned item:

We will inspect the item to confirm it meets our return conditions

Upon approval, your refund will be processed within 8 business days

Please allow a further 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider

Your refund will be issued to the original payment method used at checkout. Under the Consumer Rights Act 2015, you are entitled to a full refund for faulty goods.

Exchanges

Would you like a different product, size, colour, or style? We are happy to help with an exchange. Simply contact us at info@Lilianhome.com and our team will guide you through the process.

Please note: once an item has been exchanged, it is no longer eligible for a refund.

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return. Any non-returnable items will be clearly indicated on the product page before you purchase. This does not affect your statutory rights. If a non-returnable item is faulty or not as described, your rights under the Consumer Rights Act 2015 still apply.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including:

Consumer Rights Act 2015 – goods must be of satisfactory quality, fit for purpose, and as described

Consumer Contracts Regulations 2013 – 14-day right to cancel distance sales

Right to a repair, replacement, or refund for faulty goods

Contact Us

Trade Name: Lilianhome
Address: Tweedside Trading Estate, Berwick-upon-Tweed TD15 2XF, United Kingdom (Note: this is not a return address)

Email: info@Lilianhome.com

Contact form: Contact

Phone Number +44 7342825769

Customer Service Hours: Monday to Friday: 9:00 a.m. – 5:00 p.m.

Customer service within 1-2 business days