Return and refund policy

At Lilia Fonte, we aim to provide a seamless shopping experience by offering clarity and transparency in our return policy. Please review the following details carefully to ensure a smooth return process.

1. Introduction & Scope

This policy outlines the procedures, conditions, and exceptions concerning returns and refunds for purchases made through our webshop. For shipping-related information, please refer to our Shipping Policy.

2. Cancellation Policy

• 2.1. Cancellation Before Processing
  • Orders can be canceled free of charge within 24 hours of order confirmation, provided the order has not yet entered the processing system.
• 2.2. Cancellation After Processing or Shipment
  • Once an order has been processed or shipped, cancellation is no longer possible. Customers wishing to return items must follow the standard return process outlined below.
• 2.3. Special Cancellation Conditions
  • Cancellations based on delays (3+ days processing or 10+ days transit) or external reviews/social media feedback are not permitted.

3. Return Conditions

• 3.1. Return Period & Exceptions
  • Returns are accepted within 30 days from the date of delivery. Certain products, such as hygiene items, cannot be returned.
• 3.2. Product Condition
  • Products must be unused, undamaged, and returned in the original packaging.
• 3.3. Photo/Video Evidence
  • Customers must provide clear photos or videos showing the product and its original packaging before return authorization.

4. Return Procedure

• 4.1. Photo/Video Evidence
  • Before initiating the return process, customers must provide clear photo or video evidence of the product and its original packaging. Once this evidence has been reviewed and approved, we will proceed with the return instructions.
• 4.2. Return Shipping & Tracking
  • After approval, customers are responsible for return shipping costs. A Track & Trace service is mandatory; we are not responsible for lost returns without tracking.
• 4.3. Return Form Submission
  • Upon approval of photo/video evidence, customers will receive a Return Form from our customer service team, which must be completed prior to shipping the items back.

5. Refunds, Restocking Fees & Alternatives

• 5.1. Full Refunds
  • Full refunds are processed within 3–5 business days following receipt and approval of the returned items.
• 5.2. Partial Refunds / Goodwill Options
  • Partial refunds may be offered in specific cases. Such refunds are processed within 7 business days (24 hours for PayPal transactions).
• 5.3. Restocking Fee
  • A 15% restocking fee applies to packages returned due to refusal or failure to collect from the postal service.

6. Return to Sender (RTS)

• 6.1. Initial Action
  • Customers must first contact the courier to arrange redelivery.
• 6.2. Replacement with Reshipment Fee
  • A replacement order can be arranged upon payment of 30% of the original order value to cover reshipment costs.
• 6.3. Refused or Uncollected Packages
  • Returns due to refusal or non-collection will incur a 15% fee deducted from the refund.
• 6.4. Definitive Refund after Replacement Refusal
  • Refunds, minus the applicable deductions, will be processed upon customer request.

7. Delivered Not Received (DNR)

• 7.1. Binding Delivery Status
  • Orders marked as "Delivered" by the courier are deemed final.
• 7.2. Customer Checks
  • Customers should verify the delivery address, check with neighbors, household members, and inspect common delivery spots around their property.
  • Customers are responsible for ensuring that the delivery address is correct and complete, including the house number and any other relevant address details.
• 7.3. Claims with Carrier
  • Certificate of Loss: Customers must contact the courier/postal service for a Certificate of Loss and provide it to us within 48 hours of delivery confirmation for further investigation.
    
    No Certificate, No Claim: Claims without a valid Certificate of Loss will not be entertained and will be considered invalid.
    
    
• 7.4. Escalation / Replacement Option
  • Goodwill Replacement: A replacement may be offered at our discretion in rare cases of delivery errors, after a thorough investigation and if significant discrepancies are found.

8. Defective or Incorrect Products

• 8.1. Notification & Evidence
  • Clear photographic or video evidence showing the defect or incorrect product must be provided.
• 8.2. Free Replacement
  • Upon approval, customers receive a replacement of the same or an equivalent product.

9. Lost Package

• 9.1. Investigation Process
  • Lost package claims will be investigated promptly with the courier.
• 9.2. Replacement Solution
  • A free replacement will be provided upon confirmation.
• 9.3. Address Confirmation
  • Replacement orders require customer confirmation of the shipping address and include new tracking details upon dispatch.

10. Return to (international) warehouse

• 10.1. Tracking & Monitoring
  • Customers are required to use tracked shipping methods for returns and are responsible for ensuring the package reaches the provided return address.
• 10.2. Customs Delay (>20 days)
  • Packages stuck in customs beyond 20 days qualify for a full refund.
• 10.3. Customs Cleared, No Movement
  • Customers should directly contact the carrier for assistance if no further package movement occurs.
• 10.4. Package Returned to Customer
  • If packages are returned to customers, we may offer partial refunds allowing the customer to retain the product.
• 10.5. Missing Documentation
  • Customers are responsible for ensuring all necessary customs documentation and payments are completed. Additional customs charges and documentation-related issues are not covered by us.

11. Contact & Policy Updates

For any questions or to initiate a return or refund process, please contact our customer support team.