Effective Date: October 2, 2026
At lilahennnussergbr, we want you to be satisfied with your purchase of lighting accessories. If you are not completely satisfied with your order, you may request a return in accordance with the terms outlined below.
1. Return Window
We offer a 30-day return window.
You must contact us within 30 days of receiving your order to request a return.
Returns requested after the 30-day period may not be accepted.
2. Eligibility for Returns
To be eligible for a return, the product should generally be:
- Unused and in its original condition
- In the original packaging where reasonably possible
- Complete with all included accessories, components, and documentation
- Free from damage caused by improper use, installation, or handling
For lighting accessories, products should not show signs of unnecessary installation, modification, alteration, or misuse.
We may inspect returned products before approving a refund.
3. Damaged or Defective Products
If your product arrives damaged, defective, or incorrect, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where applicable
We will review the issue and provide instructions for the next steps.
4. Incorrect Items
If you receive an item that is different from what you ordered, please contact us so we can review the issue and arrange an appropriate solution.
Please do not return an incorrect item before receiving return instructions from our support team.
5. Free Returns
We offer free returns for eligible orders within Germany.
Once your return request has been approved, we will provide the necessary return instructions.
You should follow the return instructions provided by our support team to ensure that the return can be properly processed.
6. How to Request a Return
To request a return, contact our support team using the email address provided below.
Please include:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Any relevant photographs, if applicable
Our support team will review your request and provide further instructions.
7. Return Shipping
For eligible returns, return shipping is provided free of charge according to our return instructions.
Customers should not independently arrange a return shipment unless instructed to do so by our support team.
8. Return Inspection
After we receive your returned product, it may be inspected to confirm that it meets the applicable return conditions.
If the returned product does not meet the return requirements, we may contact you regarding the condition of the item and the available options.
9. Refunds
Once an eligible return has been received and approved, the applicable refund will be processed through the original payment method where possible.
Our standard refund processing time is 4–6 business days after the refund has been approved and processed.
The time required for the refund to appear in your account may vary depending on the payment provider or financial institution.
10. Original Payment Method
Refunds are normally issued to the payment method used for the original purchase.
We accept Stripe as our payment method, and eligible refunds will generally be processed through the applicable Stripe payment transaction.
11. Non-Returnable Situations
A return may not be accepted where a product has been:
- Damaged through misuse or improper handling
- Modified or altered after delivery
- Damaged through improper installation
- Used in a manner inconsistent with the product's intended purpose
- Returned outside the applicable 30-day return window
This does not affect any mandatory statutory consumer rights that may apply.
12. Statutory Consumer Rights
Nothing in this Return Policy is intended to limit or exclude any mandatory rights you may have under applicable consumer protection or other applicable law.
Where statutory rights provide protections beyond this voluntary return policy, those rights remain unaffected.
13. Changes to This Return Policy
We may update this Return Policy from time to time to reflect changes to our return procedures, services, or applicable legal requirements.
Any changes will be published on this page with an updated effective date.
14. Contact Us
For return requests or questions about this Return Policy, please contact our support team.
15. 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)