Legal
Return & Refund Policy
Last updated: 24 July 2026
We want you to love your Lilly Lights piece. If something is not right, this policy explains when and how you can return an order and how refunds are processed.
1. Right of withdrawal (14 days)
Non-personalised, in-stock items can be returned within 14 days of delivery, in original and unused condition, in the original packaging. Notify us first at info@lillylights.com to receive return instructions.
2. Made-to-order and custom items
Aluminium frames, textile prints produced from your artwork or a Walljar URL, custom sizes, and custom cable configurations are personalised. In line with EU consumer law (Directive 2011/83/EU, art. 16(c)), the statutory right of withdrawal does not apply to these items once production has started.
3. Damaged, defective, or wrong items
Inspect your order on delivery. If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery with your order number and clear photos. We will arrange a free repair, replacement, or full refund at no cost to you.
4. How to return
Email info@lillylights.com with your order number and reason for return. We will send a return address and (for eligible orders) a return label. Ship the item well-packaged; you are responsible for the item until it reaches us. Return shipping costs are borne by the customer, except for damaged, defective, or wrong items.
5. Refunds
Once we receive and inspect the return, we refund to the original payment method within 14 days. Original shipping costs are refunded for full-order returns; partial returns keep the shipping charge. You will receive a confirmation email when the refund is issued.
6. Warranty claims
Aluminium frames and LED modules carry a 2-year warranty against manufacturing defects under normal indoor use. Warranty claims follow the same process — contact info@lillylights.com with photos and a description.
7. Contact
Lilly Lights Studio — part of Walljar.com
Email: info@lillylights.com