Returns & Refund Policy

Returns & Refund Policy

Last updated: June 2026

At Lily's Garden Furniture, operated by SJ ECOMMERCE LTD (Company Number 17254509), we want you to be completely satisfied with your purchase. If for any reason you are not, please read the following policy.

1. Return Period

You have 30 calendar days from the date of delivery to request a return.

2. Condition of Goods

To be eligible for a return, the item must:

  • Be in its original condition, unused and undamaged
  • Include all accessories, parts and original packaging
  • Not have been assembled (unless the item is faulty)

3. How to Initiate a Return

Please contact our customer service team before sending any item back:

Please provide your order number and reason for return. Our team will provide you with a return label for you to download and print — simply attach it to your parcel and send it back to us.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return:

  • Faulty or defective items: We will cover the full cost of return shipping and provide a prepaid return label at no cost to you.
  • Non-defective returns (change of mind / not satisfied): The cost of return shipping will be deducted from your refund. We will still provide you with a return label for convenience, but the shipping cost will not be reimbursed.

5. Exchanges

We accept exchanges on all eligible items. Please contact our customer service team to arrange an exchange.

6. Refunds

Once we have received and inspected the returned item, we will process your refund within 10 days to the original payment method used at checkout.

  • Faulty or defective items: You will receive a full refund of the product price and any shipping costs paid.
  • Non-defective returns (change of mind / not satisfied): You will receive a full refund of the product price, minus the return shipping costs, even if the product is not defective.

7. Exclusions

We are unable to accept returns on personalised, made-to-order, or bespoke items, or items that cannot be returned for hygiene or safety reasons.

8. Statutory Rights

All products are covered by the statutory guarantee of conformity under the Consumer Rights Act 2015.