Customer Returns

90 Day Customer Money Back Guarantee

Lily & Loaf offer a no quibble 90-day money back guarantee on first purchases of any product. If you are not completely satisfied with your purchase, you may return your unused product or empty container to us within 90 days for a full refund.  Please note that delivery costs are non-refundable.

From Friday 13^th March 2020 - Please note our 90-day money-back guarantee does not apply on multiple quantities purchased*, only single items. It also does not apply for repeat orders for the same product.

You have the right to cancel your order anytime up to 14 days after despatch of the goods. To do so you must make a clear statement of your wish to cancel, in writing, via email to returns@lilyandloaf.com or by letter to the Lily & Loaf, 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.

*If you have purchased through our Lifestyle Analysis Buy 2 get 1 Free, you may still take advantage of our 90-day money-back guarantee, if you are not completely satisfied.

Procedure

All returns must be authorised in advance by Lily & Loaf.

1. Email returns@lilyandloaf.com for a Returned Goods Authorisation (RGA) number.
2. Return either your unused product or empty container to Lily & Loaf Head Office at Unit 5, Hortonwood 32, Telford TF1 7YL.
3. Please include with your returned item your name, address, order number, and account number (if applicable).
4. Your RGA number should be clearly marked on the outside of your package. Packages returned to Lily & Loaf without a visible RGA number will not qualify for a refund and cannot be returned to the sender.
5. You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over £50 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
6. Once your return is received and inspected, we will contact you to confirm that we have received your item. Your refund will be processed, and a credit will be applied to your original method of payment within 5 working days.
7. Products purchased whilst on special offer are excluded from our returns policy.