Refund policy

30-day returns
Changed your mind? You can return unused, unwashed items in their original packaging within 30 days of delivery for a full refund of the item price.

How to return
Email info@lilense.co.uk with your order number and the items you would like to return. We will reply with the return address and instructions. Please do not send items back without contacting us first.

Return postage
For change-of-mind returns, the customer pays the cost of return postage. We recommend a tracked service, as we cannot be responsible for parcels lost on the way back to us.

Faulty, damaged or incorrect items
If your item arrives faulty or damaged, or you receive the wrong item, please contact us within 30 days of delivery with your order number and photos. We will cover the return postage and offer a replacement or a full refund.

Refunds
Once we receive and check your return, we will refund you to your original payment method within 14 days. Your bank may take a few extra days to show the refund.

Sale items
Sale items can be returned in the same way as full-price items.

Exchanges
To exchange an item, return it for a refund and place a new order.

Your statutory rights
This policy does not affect your statutory rights under UK consumer law.