Refund policy

Return Policy

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)

Refund Policy

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.