Returns | Lilybain

Returns Policy

Please note to ensure that we can help you, you will need your order number that was provided when you placed your order.

Our standard returns policy is 7 days from point of delivery, please ensure you contact us during this time frame to ensure a swift resolution.

For Products returned within the seven-day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. The Products must be returned as new and, where practicable, in their original packaging. In this case, we will refund the price of the Product (less any admin charges we deem applicable) but you will be responsible for the cost of returning the item to us and if you return it at our expense we are entitled to charge you such expense, which shall be a maximum of the charge payable by us to our courier.

Please note: These conditions do not affect your statutory rights relating to faulty or incorrectly described goods. For further information about your statutory rights contact your local authority's Trading Standards Department or a Citizens Advice Bureau.

Organising A Return?

To organise a return you must first get authorisation from our customer service team. Customer Services will send you a returns form and ID number, allowing you to return the goods without complication.

If you intend to install a Product you have purchased from us through a plumber or other installer and, prior to the installation, you are aware of a defect, or your plumber or installer should reasonably be expected to discover and therefore become aware of any such defect upon inspection, then if the planned installation proceeds we will not be responsible for any costs of reinstallation, incurred by you or your plumber or other installer, which you may subsequently claim to have been necessary as a result of the defect.

In the event of us agreeing to reimburse you for the costs of reinstallation (for instance, if we determine that the Product in question was defective when installed but such defect may not have been clearly apparent to you or your plumber or other installer) then such reimbursement is limited to your plumber or other installer’s reasonable costs, which may be determined with reference to normal industry levels at the time in question.

For full information on our complete returns policy, please see our terms and conditions page: click here.