Refund policy

Return and Refund Policy

We want you to be happy with your purchase. If you are not, you can return it within 30 days of receiving it for a full refund under the conditions below.

How our 30-day guarantee relates to your legal rights
Under EU consumer law, you have a statutory right to cancel an online purchase within 14 days without giving a reason. Lismara voluntarily extends this to 30 days. The first 14 days are your legal right of withdrawal. Days 15 to 30 are an additional commercial guarantee offered by Lismara on top of what the law requires. This guarantee is offered in addition to your statutory rights and does not limit or replace them, including your rights if goods are faulty or not as described.

How to return an item (within 30 days)
You can return your order within 30 days of the day you, or a third party you nominate, receive the goods. To start a return, email us at info@lismara.com with a clear statement that you wish to return your order. Please include your name, your order number and the item concerned. 

Returning the goods
After you notify us, we will email you the return address and instructions. Please send the goods back without undue delay and no later than 14 days after telling us you wish to return them. Pack the item securely, ideally in its original packaging, and include your order number. We recommend a trackable shipping service, because you are responsible for the goods until they reach us.

Condition of returned items
You may handle the item as you would in a shop to check its nature, characteristics and functioning. If the item has been handled beyond what is necessary for that, and its value has decreased as a result, we may deduct that loss of value from your refund.

Return shipping costs
You are responsible for the direct cost of returning the goods. These return shipping costs are not refunded.

Refunds
We will refund all payments received from you, including the standard delivery cost. We will do this no later than 14 days after we receive the goods back, or after you provide proof that you have sent them back, whichever is earlier. We use the same means of payment you used for the original purchase, unless you expressly agree otherwise. If you chose a more expensive delivery option than our standard delivery, we refund only the cost of standard delivery. These refund terms apply for the full 30-day period.

Damaged or faulty items
If an item arrives damaged, is faulty, or is not as described, contact us at info@lismara.com with a photo. We will resolve this promptly and at no cost to you, through a repair, replacement or refund, in line with your statutory rights. These rights apply separately from, and in addition to, the 30-day return guarantee. They also apply after the 30 days have ended.

Exceptions
By law, the right of withdrawal does not apply to certain goods. These include goods made to your specifications or clearly personalised, sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, and goods that deteriorate or expire rapidly. The same exceptions apply to our extended 30-day guarantee. This does not affect your rights if an item is faulty.