Return & Refund Policy

We want you to be completely satisfied with your purchase. This Return & Refund Policy complies with applicable European Union consumer protection legislation and Greek consumer protection law.

Right of Withdrawal

If you are purchasing as a consumer, you have the right to withdraw from your purchase within 14 calendar days of receiving your order without providing a reason.

To exercise your right of withdrawal, please contact us within the 14-day period by email or through our contact form, stating your decision to return the item.

Once you have notified us, you must return the product within 14 calendar days.

Conditions for Returns

To qualify for a refund, the returned item must:

• Be returned in good condition.

• Include all original accessories and packaging where reasonably possible.

• Show no signs of use beyond what is necessary to examine the nature, characteristics, and functionality of the product, similar to what would be permitted in a retail shop.

If the product has been used beyond what is necessary to inspect it, a deduction from the refund may be made to reflect any loss in value, as permitted by law.

Return Shipping Costs

Unless the product is faulty, damaged, or incorrectly supplied, the customer is responsible for the cost of returning the item.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost during return transit.

Refunds

Once we receive and inspect the returned product, we will process your refund without undue delay and no later than 14 calendar days after receiving the returned goods or receiving proof that they have been sent back, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

Any standard delivery charges paid with the original order will also be refunded where required by law. Additional charges resulting from the customer's choice of a delivery method other than our standard shipping option are not refundable.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible, preferably within 48 hours of delivery, and include photographs of the product and its packaging where possible.

If the issue is confirmed, we will arrange an appropriate solution in accordance with your statutory rights, including repair, replacement, price reduction, or refund where applicable.

Exceptions to the Right of Withdrawal

In accordance with Article 16 of Directive 2011/83/EU and the applicable provisions of Greek consumer protection law, the right of withdrawal does not apply to:

• Products made to the customer's specifications.

• Clearly personalised or custom-made products.

As many of our handcrafted lamps are made specifically to order or personalised at the customer's request, these items cannot be returned or refunded unless they are faulty, damaged, or otherwise not in conformity with the sales contract.

Contact Us

If you have any questions regarding returns, refunds, or your consumer rights, please contact us at contact@lillu.net before returning your item. We will be happy to assist you.