Returns and Refund Policy
1. This policy sets out the returns policy for goods or services purchased through the online store operated by Lully ltd.
2. To be eligible for a refund, the product must be in the same condition as you received it and must be in its original packaging.
3. Some types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment or a gift card or gift wrapping service
4. Under the Consumer Contracts regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the basic postage and packaging cost. If you opted for an enhanced delivery service (for example Express Delivery, Next Day Delivery, etc.), only the basic cost will be refunded. You will not be entitled to a refund of the cost you incur in returning the item to us.
5. Our returns policy entitles you to a full refund of the purchase price and basic postage charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.
6. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.
7. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item.
8. Your return will be inspected and we will let you know if it is eligible for a refund. If so, we will credit your original payment method within 14 working days.
10. If you haven’t received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn’t been received and then contact your bank as some banks or card companies take a number of days to credit your account.
11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).