1. Scope of this Policy

This policy governs the consumer’s statutory right to withdraw from a distance purchase contract concluded through the Lilly’s online store at lillys.cz or lillys.eu.

Complaints relating to defective, damaged or incorrectly delivered goods are governed by the Complaints Policy, and the seller bears the costs of a justified complaint.

This policy applies to consumers in countries to which Lilly’s currently offers delivery. The consumer’s statutory rights under mandatory laws of their country of residence remain unaffected by this policy.

2. Right to Withdraw within 14 Days

The consumer may withdraw from the purchase contract without giving any reason within 14 days from the day on which the consumer, or a third party designated by the consumer other than the carrier, takes possession of the goods.

If several items from one order are delivered separately, the period begins when the last item is received. If the goods are delivered in separate parts, the period begins when the last part is received. To meet the deadline, it is sufficient for the withdrawal notice to be demonstrably sent before the period expires.

The consumer may also withdraw before receiving the order or before it has been dispatched. In such a case, we recommend contacting Lilly’s as soon as possible; if the parcel has already been handed over to the carrier, it may be necessary to complete the return using the standard procedure.

3. How to Notify Us of Withdrawal

The withdrawal must be clear and unambiguous. The consumer may:

• submit a request through their customer account at account.lillys.eu;
• email shop@lillys.cz;
• send a written notice to Bc. Michal Štrkolec – Lilly’s, Ghegova 1019/1, 602 00 Brno, Czech Republic;
• use the model withdrawal form.

Use of the form or customer account is not mandatory, and a valid withdrawal does not require the seller’s approval. To help us locate the order quickly, we recommend providing the customer’s name, order number, contact email and details of the goods being returned. A paper receipt is not required if the purchase can be proven in another way.

4. Return Costs and Method

In the case of a standard withdrawal, the consumer bears the direct cost of returning the goods. The return procedure differs depending on the country from which the goods are being returned.

4.1 Returns from the Czech Republic

After receiving the withdrawal notice, Lilly’s will provide the consumer with return instructions and may provide a return label. Returning the parcel using this label allows the shipment to be tracked and correctly matched to the relevant order.

If the Lilly’s return label is used, the return shipping cost is 100 CZK and will be deducted from the refund amount. This is not an administrative fee, restocking fee or penalty, but the cost of return shipping.

If, after a valid withdrawal, the consumer returns the goods using another suitable method, this does not in itself invalidate the withdrawal. In that case, the consumer bears the full cost of the chosen shipping method and is responsible for securely packaging the parcel. Costs of a carrier selected by the consumer are not reimbursed unless otherwise agreed in advance.

4.2 Returns from Abroad

When returning goods from a country outside the Czech Republic, the consumer arranges the return shipping themselves and bears its direct costs.

Lilly’s does not provide a prepaid return label for a standard withdrawal from abroad. The consumer may choose a suitable carrier at their own discretion. We recommend using a shipping method that provides tracking and keeping proof of dispatch.

The goods must be securely packaged to prevent damage during return transport. Costs of the carrier selected by the consumer are not reimbursed in the case of a standard withdrawal.

4.3 Defective or Incorrectly Delivered Goods

In the case of a justified complaint, delivery of an incorrect item or a defect existing at the time of receipt, the seller bears the reasonably and necessarily incurred costs associated with making the complaint. This also applies to orders delivered outside the Czech Republic.

In such a case, we recommend contacting Lilly’s before sending the goods back so that an appropriate return method can be agreed. For orders from the Czech Republic, the 100 CZK return-label cost is not deducted in such cases.

5. Return Deadline and Address

The consumer must send or hand over the goods without undue delay and no later than 14 days after notifying us of the withdrawal. The deadline is met if the goods are dispatched before the period expires.

Return address:

Bc. Michal Štrkolec – Lilly’s
Ghegova 1019/1
602 00 Brno
Czech Republic

Please do not send goods cash on delivery unless this has been agreed in advance. The seller is not required to accept a parcel where delivery is conditional on payment of a cash-on-delivery amount.

For returns from abroad, we recommend including at least the order number on or inside the parcel so that the returned goods can be correctly matched to the order.

6. Condition of Returned Goods

The consumer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in a similar way to what would be permitted in a physical store.

6.1 Original Packaging

We recommend using the original packaging if the consumer still has it and it is suitable for safe transport. The absence of the original packaging alone is not a reason to reject the withdrawal. However, the goods must be packaged so that they are not damaged during return transport.

6.2 Assembled Furniture

Unpacking, assembling or installing the product does not automatically remove the right of withdrawal. However, wall installation, use of fixing materials or subsequent disassembly may go beyond normal inspection and may leave marks or cause damage.

The seller assesses the condition individually and may take into account in particular:

• holes, dents, scratches, cracks or deformation;
• damaged threads, connectors, surfaces or textile parts;
• dirt, odours, animal hair or other signs of use by an animal;
• missing parts, accessories, instructions or fixing elements;
• the extent to which the product can safely and normally be offered for sale again.

6.3 Reduction in Value

If the consumer has handled the goods beyond what is necessary to inspect them and this has reduced their value, the consumer is liable only for that reasonable reduction in value. The seller will explain and substantiate any reduction; it is not a fixed penalty. Merely opening the packaging or the absence of packaging, without an actual effect on the value of the goods, does not automatically justify a deduction.

7. Refunds

The seller will refund payments without undue delay and no later than 14 days from the date on which the withdrawal notice is received. However, the seller may withhold the refund until the goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will be made using the same payment method originally used, unless the parties agree otherwise and this does not result in additional costs for the consumer. The time required for the refund to appear in the account may depend on the payment service provider or bank.

If the entire order is withdrawn from, the original delivery costs will also be refunded, up to the amount of the least expensive standard delivery method offered for that order. Any additional amount paid for a more expensive shipping option or express service chosen by the consumer will not be refunded beyond the cost of the least expensive standard delivery method.

If only part of the order is withdrawn from, the price of the returned goods and any proportionate part of the original delivery costs will be refunded to the extent required by applicable law.

The following may be deducted from the refund amount:

• 100 CZK for use of a return label in the case of a standard withdrawal from an order returned from the Czech Republic;
• a demonstrable and reasonable reduction in the value of the goods caused by handling beyond what was necessary to inspect them.

In the case of a standard withdrawal from an order returned from abroad, the consumer pays the return shipping costs directly, so no Lilly’s return-label cost is deducted from the refund amount.

If the order was paid in a currency other than Czech koruna, the refund will be processed through the original payment transaction. Lilly’s does not charge the consumer an additional fee for processing the refund itself. Any differences resulting from the procedures of the bank, payment card issuer or other payment service provider are not fees charged by Lilly’s.

8. Statutory Exceptions

The right of withdrawal does not apply in cases provided for by law. For the Lilly’s product range, this may be particularly relevant to goods made to the consumer’s specifications or clearly personalised to their individual needs.

An exception applies only where the legal requirements are met. Simply choosing a standard variant, colour or size from the available options does not necessarily make the goods custom-made. If a particular product is genuinely personalised and the right of withdrawal is excluded, the consumer will be clearly informed before placing the order.

For goods supplied in sealed packaging, the hygiene exception may be applied only where, after the seal has been broken, the goods genuinely cannot be returned for hygiene reasons. It does not automatically apply to all goods intended for animals.

9. Exchanges

Lilly’s does not normally offer a direct exchange within a single return process. The quickest approach is to withdraw from the original purchase contract, return the original goods and then place a new order for the desired variant.

Statutory rights relating to defective performance remain unaffected.

10. Contact

Questions regarding withdrawal and returns:

Email: shop@lillys.cz
Phone: +420 777 567 744
Customer account: account.lillys.eu
Address: Bc. Michal Štrkolec – Lilly’s, Ghegova 1019/1, 602 00 Brno, Czech Republic