If you've changed your mind and need to return an item, you have 28 days from the date of delivery to return your item(s).
To be eligible for a return, your item must be:
- Unused and with all original components
- In its original packaging (with the tags if applicable)
- In a resalable condition
- With its proof of purchase
- With any free items that came with the product
Refunds will be processed back onto the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account. With PayPal, refunds can take longer.
To start a return, you can go to 'My Account', then 'My Orders' and select 'Return Item'. Or alternatively use the 'Contact Us' form or email us at info@tigerlilyent.com.
If your return is accepted, we’ll send you a free return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return related questions at info@tigerlilyent.com.
Damaged or Faulty Items
If you need to return a faulty item within the first 28 days, we will offer you an exchange, replacement or a refund. Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you received the wrong item. To enable us to promptly resolve your issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as fish food or aquatic medication), custom products (such as special orders or personalized items), and personal care goods (such as beauty products) unless they're faulty. Our website indicates which items are non-refundable. Please get in touch if you have questions or concerns about your specific item.
If you're returning a DVD, music or software product, it must be unused and in its original sealed packaging.
If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you.
We might ask for the product serial number or similar, to check the item was supplied by us. Naturally, none of this affects your consumer rights.
Please note that if the item has been inspected and is not returned as described we reserve the right to reject the refund or offer a partial refund depending on the condition of the item returned.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 4 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at info@tigerlilyent.com.
