Sale Terms & Conditions

These Sale and Returns terms and conditions of sale (“Conditions of Sale”) apply to any order you place through the Lilly & Lula LTD website (the “Website”).

You must read these General Terms and Conditions of Sale carefully. By placing an order through the Website, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety.

If you do not agree to these General Terms and Conditions of Sale in full, you must not order any product or service through the Website.

Website Terms and Conditions

Whenever you use this Website to order a Lilly & Lula LTD product or service, our Website Terms and Conditions will apply in addition to these General Terms and Conditions of Sale.

By placing an order through the Website, you confirm that you have also read, understood and agreed to our Website Terms and Conditions.

Product and Service Descriptions

We take reasonable care to ensure that all prices and product descriptions on the Website are accurate. However, when ordering, please note that:

• Orders will only be accepted where there are no material errors in the description of goods or services or their prices
• All prices are displayed in pounds Sterling and include UK VAT where applicable (unless stated otherwise)
• Packaging may vary from that shown on the Website
• Weights, dimensions and capacities are approximate only
• Whilst we aim to display product colours accurately, variations may occur depending on your screen settings
• All items are subject to availability

If a product or service becomes unavailable, we will inform you as soon as possible and may offer an alternative of equal or higher quality and value.

Acceptance of Your Order

Completion of the checkout process does not constitute acceptance of your order.

Your order will only be accepted once the product has been dispatched or services have commenced.

If you provide an email address, we will confirm receipt of your order via email.

All products remain the property of Lilly & Lula LTD until payment has been received in full.

During checkout, you will be required to complete all mandatory payment fields. Your information will be securely processed using encrypted payment systems and handled in accordance with our Privacy Policy.

All payments are subject to authorisation.

If payment is not received and goods have already been delivered, you must either pay in full or return the goods in their original condition at your own expense. Failure to do so within 30 days may result in collection arrangements and additional charges.

If we are unable to fulfil your order, we will notify you and issue a full refund where payment has already been made.

Delivery, Risk and Safe Place

Orders will be delivered to the address provided at checkout. It is your responsibility to ensure all delivery details are accurate and accessible.

We cannot accept liability for failed or delayed deliveries due to incorrect or incomplete information.

Risk in the goods passes to you upon delivery. Delivery is deemed complete once the carrier confirms the goods have been delivered to your address, including where items are left in a designated safe place.

Our delivery partners operate tracked services. You will receive tracking details to monitor and manage your delivery, including rescheduling or redirecting if required.

If goods are left in a safe place (such as a porch or outbuilding), delivery is considered complete and we are not liable for any loss or theft thereafter.

Any claims for goods lost in transit must be reported within 7 days of the expected delivery date.

Nothing in this section affects your statutory rights relating to goods lost or damaged prior to delivery.

International Orders & Delivery

We are a UK-based business and primarily serve customers within the United Kingdom. While we may accept and fulfil international orders, we do not actively market or direct our commercial activities toward customers outside of the United Kingdom.

By placing an order with us from outside the United Kingdom, you acknowledge and accept that your order is governed by UK law and our stated policies, including our international Returns & Refund Policy.

Due to customs, legal and logistical restrictions, certain products may not be available for delivery to all international destinations. Lilly & Lula LTD reserves the right to determine delivery availability.

Payments are processed in pounds Sterling. International banks may apply exchange rates and additional charges, which are the responsibility of the customer.

All international deliveries are sent on a delivery duty unpaid basis. The recipient may be required to pay import duties, taxes or fees prior to or upon delivery. It is the customer’s responsibility to check these requirements before placing an order.

International Returns

We do not accept returns for orders delivered outside of the United Kingdom, unless an item is confirmed to be faulty or damaged.

For approved faulty items, returns must be authorised in advance and follow our standard returns procedure.

Delays

From time to time, delays may occur due to factors beyond our control, including supplier delays, customs processing, or increased demand.

We will always aim to keep you informed but cannot be held liable for delays caused by circumstances outside of our control.

Returns Policy

At Lilly & Lula LTD, we aim to ensure you are delighted with your purchase. However, if something isn’t quite right, the following applies:

Return Timeframe

• You have 15 days from delivery to notify us of your intention to return an item and to send it back.
• To return your order, simply process your return via our Return Portal.

Sale Items

• Items discounted by 50% or more are final sale
• These items are non-returnable and non-refundable

Return Costs

• Customers are responsible for the cost of returning items.

Condition of Returns

• Items must be returned in perfect condition
• Original packaging, instructions, and all components must be included
• Items not meeting these conditions will not be eligible for a refund

Please ensure items are securely packaged. Writing directly on the product box or using inappropriate packaging may result in a reboxing fee of up to 10% of the item value.

Exclusions

Returns are not accepted for:

• Made-to-order or customised items
• Special order items
• Opened sealed or shrink-wrapped goods (unless faulty and agreed in advance)

Returns that do not comply with the above conditions, including unauthorised international returns, will not be accepted. 

Please note that returns are only accepted for UK orders. International orders are not eligible for return unless faulty.

Installation of Goods

• Please check all items and components before installation
• We cannot accept returns for items that have been incorrectly installed
• We recommend using qualified professionals for installation
  

Damaged on Arrival

If your order arrives damaged:

• Contact us within 48 hours of delivery
• Provide photos of the item and packaging

Claims made outside this timeframe may not be accepted.

Faulty Items

If you believe an item is faulty:

• Contact us with a description and photos
• We will assess and arrange repair, replacement or refund where appropriate

We do not cover installation costs for faulty items.

Electrical & Installation Disclaimer

For all lighting products, including those described as “dimmable” or “compatible with dimmer switches”, please note the following:

• Dimming capability refers to the design of the light fitting itself, and requires the use of compatible bulbs, transformers/drivers (where applicable), dimmer switches, and wiring systems.
• These components are not supplied unless explicitly stated on the product page.
• As such, we do not guarantee compatibility with all existing electrical setups, including but not limited to:
  • Dimmer switches
  • Transformers or drivers
  • Wiring configurations
  • Third-party electrical components

It is the customer’s responsibility to ensure that all electrical components used in conjunction with the product are compatible and installed correctly by a qualified professional where required.

We cannot be held liable for:

• Incompatibility with existing electrical systems
• Performance issues arising from third-party components
• Costs incurred for electricians, installation, or modification of electrical systems
• Any damage or issues resulting from incorrect installation or incompatible components

Products that are installed and functioning (e.g. illuminating correctly) are not considered faulty where issues arise due to external electrical compatibility.

Returns Process

• Process your return via our Return Portal.
• We will issue a returns reference number and you will receive a prepaid return label
• Returns must not be sent without prior authorisation
• Returns must be returned within 15 days from the day of receipt of the order

We recommend using a tracked courier, as we cannot accept responsibility for items lost in transit.

Refunds

Refunds are processed within 14 working days of receiving the returned item.

Funds typically appear in your account within 5 working days after processing.

Liability

Nothing in these Terms excludes liability where it cannot be excluded by law, including death, personal injury or fraud.

You retain your statutory rights under UK consumer law.

We are responsible only for losses that are a foreseeable result of a breach of these Terms. We are not liable for indirect or business-related losses.

Zero Tolerance Policy

Lilly & Lula LTD operates a zero-tolerance policy towards abusive or aggressive behaviour directed at staff.

This includes:

• Abusive or threatening language
• Offensive remarks
• Raised voices or aggressive conduct
  

Our team reserves the right to end communication where such behaviour occurs.

Pricing

All prices are final at the time of purchase.

We are unable to apply discounts retrospectively or refund the difference if prices change after purchase.

Other Important Terms

We may update these Terms from time to time.

These Terms and all policies on this website are governed by the laws of England and Wales.

By placing an order with us, you agree that any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.