Returns & Refund Policy

Last updated: September 2026

At Lily's Garden Furniture, operated by SJ ECOMMERCE LTD (Company Number 17254509), we want you to be satisfied with your purchase. This Returns & Refund Policy explains how returns, cancellations, exchanges and refunds are handled.

This policy does not affect, limit or replace any statutory rights you may have under applicable UK consumer law.

1. Our 30-Day Returns Policy

In addition to your statutory consumer rights, we offer a 30-day voluntary returns policy for eligible products.

You may request a return within 30 calendar days from the date your order is delivered, provided the item meets the applicable conditions set out in this policy.

Our voluntary 30-day returns policy is separate from any statutory cancellation rights that may apply to your purchase.

2. Condition of Returned Items

For returns made under our voluntary 30-day returns policy, products should:

Be unused and in their original condition
Be undamaged and free from signs of use
Include all original accessories, parts and packaging where applicable
Not have been assembled, unless the item is being returned because it is faulty or defective

If an item has been used, assembled, damaged or handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, we may be unable to accept the return under our voluntary 30-day policy.

This does not affect your statutory rights where an item is faulty, defective, not as described or otherwise does not conform to the contract.

3. Statutory Cancellation Rights

If you purchase goods from us online or otherwise at a distance, you may have a statutory right to cancel your order within the applicable cancellation period under UK consumer law.

Where statutory cancellation rights apply, these rights take precedence over any conflicting terms in our voluntary 30-day returns policy.

If you wish to exercise a statutory cancellation right, please contact us using the details below and clearly state that you wish to cancel your contract.

Certain goods may be excluded from statutory cancellation rights where permitted by law, including genuinely personalised or bespoke products and certain goods that cannot be returned for health or hygiene reasons once unsealed or used.

4. How to Request a Return

Returns are made by mail. Please contact our customer service team before sending any item back.

Email: hello@lilysgardenfurniture.co.uk Phone: +44 20 7946 0823

When contacting us, please provide:

Your order number
The item you wish to return
The reason for the return, where applicable
Photographs or other relevant information, particularly for damaged, defective or incorrect items

Once your request has been reviewed, we will provide the appropriate return instructions and, where applicable, a return label.

Please do not send products to our registered office address unless we have specifically instructed you to do so.

5. Return Shipping Costs

For returns made under our voluntary 30-day returns policy (for example, if you have changed your mind or no longer want the item), you are responsible for arranging and paying for return shipping. No restocking fee applies to these returns.

This does not affect your statutory rights. Where a return is required because an item is faulty, defective, damaged on arrival, not as described, or is not the item you ordered, or where a statutory cancellation right applies, return and delivery costs will be handled in accordance with applicable UK consumer law, which may require us to cover the reasonable cost of return in those circumstances.

6. Exchanges

We accept exchanges for eligible items.

If you would like to exchange an item, please contact our customer service team before returning the product, and we will confirm availability of the requested replacement.

If the requested replacement is unavailable, we will contact you to discuss the available options, which may include a refund where applicable.

7. Refunds

Once we receive and inspect your returned item, we will process any refund due to you using the original payment method used at checkout, unless otherwise agreed with you or required by law.

Voluntary 30-day returns For eligible returns under our voluntary 30-day returns policy, we aim to process refunds within 10 days of receiving and inspecting the returned item.

The purchase price of the returned product will be refunded, less any applicable return shipping costs where these are the customer's responsibility under Section 5.

Statutory cancellations Where you exercise a statutory cancellation right, we will process your refund in accordance with the applicable legal requirements, including any applicable statutory time limits.

Faulty or defective items If you are entitled to a refund because an item is faulty, defective, not as described or otherwise does not conform to the contract, we will provide the remedy required by applicable consumer law.

Depending on the circumstances, this may include repair, replacement, price reduction or a refund.

Where a refund is legally due, applicable delivery and return costs will be handled in accordance with the relevant consumer law.

8. Products Excluded From Returns

Certain products may be excluded from our voluntary change-of-mind returns policy where permitted by law, including:

Personalised products
Genuinely bespoke or made-to-order products
Products that cannot be returned for health or hygiene reasons once unsealed or used

Any applicable statutory rights relating to faulty, defective, incorrectly described or non-conforming goods remain unaffected.

9. Damaged Items on Delivery

If your order arrives damaged, please contact us as soon as reasonably possible after delivery.

Please provide your order number and photographs showing both the packaging and the damaged product. This will help us assess the issue and arrange an appropriate solution as quickly as possible.

Where possible, please retain the original packaging until we have advised you how to proceed.

10. Faulty or Incorrect Items

If you believe that an item is faulty, defective, damaged, incorrectly supplied or does not match its description, please contact us as soon as possible.

We may request photographs, videos or other information to help us understand the issue and determine the appropriate remedy.

Nothing in this policy limits your statutory rights in relation to faulty, defective, misdescribed or non-conforming goods.

11. Statutory Consumer Rights

Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.

Depending on the circumstances, consumers may have legal rights where goods are faulty, not as described, not of satisfactory quality or not fit for purpose.

Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction or a refund.

These statutory rights are separate from and in addition to our voluntary 30-day returns policy.

12. Contact Us

If you have any questions about returns, refunds, cancellations or exchanges, please contact us:

Lily's Garden Furniture Operated by SJ ECOMMERCE LTD Company Number: 17254509 128 City Road London EC1V 2NX United Kingdom

Email: hello@lilysgardenfurniture.co.uk Phone: +44 20 7946 0823

Important: This policy explains our general returns process and should be read together with our Terms & Conditions and other applicable policies. Where there is a conflict between this policy and mandatory consumer protection law, the applicable law will prevail.