Refund policy

At Llimera House, we want you to be happy with your purchase. If you are not completely satisfied with your order, please read the information below regarding returns, refunds and exchanges.

1. Right of Withdrawal – 14-Day Return Period

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days without having to provide a reason.

The withdrawal period begins on the day you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, please contact us at:

llimerahouse@gmail.com

You must inform us of your decision to withdraw before the 14-day period expires. You may simply send us a clear statement informing us that you wish to cancel your purchase.

Once you have notified us of your decision to withdraw, you must return the goods to us without undue delay and no later than 14 days from the date on which you notified us of your withdrawal.

2. Condition of Returned Items

Returned products should be sent back in their original condition, including any original packaging, labels or accessories where applicable.

You may handle the goods to the extent necessary to establish their nature, characteristics and functioning. However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.

3. Return Shipping Costs

Unless the product is faulty, damaged, incorrect, or otherwise not in conformity with your order, you are responsible for the direct cost of returning an item when exercising your right of withdrawal.

We recommend using a tracked shipping service, as Llimera House cannot be responsible for items lost or damaged while being returned to us.

4. Refunds

If you exercise your right of withdrawal, we will refund the payments we have received from you, including the cost of our standard delivery option.

If you selected a more expensive delivery option than the least expensive standard delivery method offered by us, the additional cost will not be refunded.

We will issue the refund without undue delay and, in any event, no later than 14 days after we have been informed of your decision to withdraw.

However, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed with you.

5. Personalised and Made-to-Order Products

The right of withdrawal does not apply to products that are made according to your specifications or are clearly personalised for you.

This includes products that are specifically customised based on information, text, names, dates, colours, designs, measurements or other specifications provided or selected by the customer.

If a product is clearly identified as personalised, customised or made to order on its product page, it cannot be returned simply because you have changed your mind.

This exception does not affect your statutory rights if a personalised or made-to-order product is faulty, damaged, defective, or does not conform to the agreed specifications.

6. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as possible at llimerahouse@gmail.com, including your order number and, where appropriate, photographs showing the issue.

We will assess the issue and, where applicable, provide an appropriate remedy in accordance with your statutory consumer rights.

Depending on the circumstances, this may include repair, replacement, price reduction or refund.

You will not be responsible for return shipping costs for products that are faulty, damaged, incorrect or otherwise not in conformity with the contract.

7. Exchanges

We do not generally offer direct exchanges.

If you wish to purchase a different product, size or variation, you may return the original product where the legal right of withdrawal applies and place a new order separately.

Personalised or made-to-order products cannot be exchanged simply because you have changed your mind.