Effective Date: October 2, 2026
At lilahennnussergbr, we want our customers to have a clear understanding of how refunds are handled. This Refund Policy explains when a refund may be issued, how refunds are processed, and how long it may take for refunded funds to appear in your account.
1. Refund Eligibility
Refunds may be available for eligible orders that are returned in accordance with our Return Policy.
To qualify for a refund, the returned product should generally:
- Be returned within the 30-day return window
- Be unused and in its original condition
- Include the original packaging where reasonably possible
- Include all applicable accessories and components
- Not have been damaged through misuse, improper installation, modification, or alteration
All returns are subject to review after the product is received.
2. Refunds for Damaged or Defective Products
If a lighting accessory arrives damaged or defective, please contact us as soon as possible after delivery.
Please provide your:
- Order number
- Description of the problem
- Photos of the product and packaging, where applicable
After reviewing the issue, we will provide instructions regarding the available resolution.
Where an eligible product is confirmed to be damaged or defective, an appropriate refund or other applicable solution may be provided in accordance with applicable law.
3. Refunds for Incorrect Products
If you receive a product that does not match the product you ordered, please contact our support team.
We will review the order and provide instructions for returning the incorrect product where necessary.
If the return is approved, the applicable refund will be processed through the original payment method where possible.
4. Return Shipping and Refunds
We offer free returns for eligible orders within Germany.
Where a return is eligible for a refund, customers should follow the return instructions provided by our support team.
Do not independently arrange a return shipment unless instructed to do so.
5. Refund Processing Time
Once an eligible return has been received and the refund has been approved, we generally process the refund within 4–6 business days.
After we process the refund, the time required for the funds to appear in your account may depend on Stripe and your bank or financial institution.
6. Original Payment Method
Refunds are normally issued to the original payment method used to complete the purchase.
Our accepted payment method is Stripe, and eligible refunds will generally be processed through the relevant Stripe transaction.
We cannot guarantee the exact date on which your bank or financial institution will make the refunded amount available.
7. Partial Refunds
In certain circumstances, a partial refund may be considered where only part of an order is eligible for a refund or where applicable law requires a proportionate adjustment.
Any applicable partial refund will be communicated to the customer before processing where reasonably possible.
8. Refunds for Cancelled Orders
If an order is successfully cancelled before fulfillment and a refund is applicable, the refund will generally be processed through the original payment method.
If an order has already been shipped, the standard return procedure may apply instead of an order cancellation.
9. Non-Refundable Situations
A refund may not be approved where:
- The return is requested after the 30-day return window
- The product has been damaged through misuse
- The product has been improperly installed
- The product has been modified or altered
- The product has been damaged after delivery due to improper handling
- The returned product does not meet the applicable return requirements
This does not affect any mandatory statutory consumer rights that apply to your purchase.
10. Refund Not Received
If you have received confirmation that your refund has been processed but the funds have not yet appeared in your account, please allow additional processing time for Stripe and your bank or financial institution.
If you still have not received the refund after a reasonable processing period, contact our support team with your order details so we can assist you.
11. Statutory Consumer Rights
Nothing in this Refund Policy is intended to restrict or exclude any mandatory consumer rights available under applicable law.
Where applicable law provides a right to a refund, replacement, repair, cancellation, or another remedy, those rights remain unaffected by this policy.
12. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes to our business, refund procedures, services, or applicable legal requirements.
Any updates will be published on this page with a revised effective date.
13. Contact Us
For questions regarding refunds, please contact our support team using the information below.
14. Business Information
Business Name: lilahennnussergbr
Legal Business Name: LiLA Henn-Nusser GbR
VAT Number: DE267535871
Contact Number: 4972579300001
Business Address: Prälat-Kreutz-Straße 3, 76646 Bruchsal-Untergrombach, Germany
Support Email: Info@lilahennnussergbr.shop
Live Chat Support: 24/7
Business Hours: Monday - Friday, 9 AM - 5 PM
Time Zone: Central European Summer Time (CEST)