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Consumer Returns Policy HOME > Consumer Returns Policy

1. CANCELLING ORDERS AND RETURNING GOODS

a) You have the right to cancel your order anytime up to 14 days after delivery of the goods. To do so you must make a clear statement of your wish to cancel, in writing, via email to hello@lilyandloaf.com or by letter to the UK Head Office, Unit 5, Hortonwood 32, Telford, TF1 7YL, Shropshire UK. The cancellation notification should state your name, address, account number, and order number, and a description of the goods you are returning.

b) Provided that any goods that you have received under the cancelled contract have been returned to the company, at your own expense, complete and in good condition within 14 days of your cancellation, you will be entitled to receive a full refund. In the case of returned items, the delivery charge will not be refunded. Any refund will be made back to the same card used to make the purchase. There are no fees for reimbursement.

c) If you exercise your right of cancellation it is a term of the contract that you must return the goods to Lily & Loaf Ltd, Unit 5, Hortonwood 32, Telford, Shropshire TF1 7YL within 14 days. The goods must be unopened and unused. If after cancellation you fail to return the products within 14 days, we will charge you for the items. Your statutory rights concerning the quality of those products will not be affected.


2. RETURNS POLICY PROCEDURE
a) All returns must be authorised in advance by Lily & Loaf Customer Service Department.
Please email returns@lilyandloaf.com for a 'Returned Goods Authorisation' (RGA) number.

b) All RGA numbers should be clearly marked on the outside of any package that is returned to Lily & Loaf Head Office. Packages returned to Lily & Loaf without a visible (RGA) number will not qualify for a refund and such packages cannot be returned to the sender.


3. CUSTOMER MONEY BACK GUARANTEE
By law your products must correspond with their description, be of satisfactory quality and be reasonably fit for the purposes for which such goods are normally used. In addition to these legal rights and to your legal right of cancellation as shown above, Lily & Loaf offer a no quibble, guarantee.

For consumers who have made a purchase for personal use and, for whatever reason, are not totally satisfied with their product, Lily & Loaf offer a 90-day money back guarantee. If you wish to return products under the 90-day guarantee please follow the procedures set out above, explaining that you would like to take up the 90-day money back guarantee, and return either your unused product or empty container to Lily & Loaf Head Office. 

Please remember to get a returns number by following the Returns Policy Procedure and include with your returned items your name, address, order number, and account number (if applicable). If the item was sold to you directly by an Lily & Loaf Reseller, please include the name of the Reseller who sold you the item(s).

CONTACT

TELEPHONE 01952 671600

INTERNATIONAL +44 (0)1952 671600

EMAIL hello@lilyandloaf.com

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