Refund Policy

Lilicozy does not offer a voluntary worldwide change-of-mind return policy. Change-of-mind returns are accepted where mandatory consumer law gives the customer a right of withdrawal. Nothing in this policy limits rights that cannot legally be excluded.

Statutory withdrawal

For eligible online purchases covered by EU and EEA consumer rules, you have 14 calendar days starting on the day after receiving the complete order to tell Lilicozy that you withdraw. You then have a further 14 calendar days to send eligible products back. You do not need to give a reason. Customers elsewhere retain any mandatory rights applicable to their purchase.

How to withdraw or request a return

Use the prominent online withdrawal function, the model withdrawal form, or send an unequivocal statement to hello@lilicozy.com. Include your full name, order number, order email address, and the products concerned. The online function is for withdrawal of a complete order. For partial returns or product problems, contact customer service.

We will confirm whether your return is eligible and then provide the return address and instructions. Do not send anything before receiving these details.

Personal-care and hygiene seals

Certain Lilicozy personal-care products are supplied with an individual hygiene or tamper-evident seal. For health-protection and hygiene reasons, a sealed product is not eligible for a change-of-mind return once that individual seal has been opened, removed, lifted, cut, torn, punctured, partially broken, damaged, or otherwise made no longer completely intact. Opening the outer delivery parcel alone does not affect eligibility. This exception does not affect rights when a product is damaged, defective, incorrect, or otherwise does not conform to the order.

Return condition and handling

Eligible products should be unused, unopened, securely packed, and returned with original packaging, labels, and intact seals. You may handle a product only as far as reasonably necessary to establish its nature and characteristics. Where the law permits, Lilicozy may deduct loss in value caused by unnecessary or excessive handling.

Return shipping costs

Lilicozy does not offer free change-of-mind returns. You arrange and pay the direct return postage. These products can normally be returned as a standard postal parcel; the amount is the current consumer parcel rate charged by your chosen carrier from your location to the Netherlands. The carrier shows the exact rate before you buy the label. Use tracked shipping and retain proof of postage. Lilicozy pays or arranges the appropriate solution when we supplied an incorrect, damaged, defective, or otherwise non-conforming product.

Refunds

For a valid withdrawal, we refund all payments due, including the least expensive standard outbound delivery cost when the entire eligible order is withdrawn, within 14 days after receiving your withdrawal notice. We may wait until we receive the goods or proof that you sent them, whichever is earlier. Refunds use the original payment method unless expressly agreed otherwise and do not incur a fee. Premium delivery upgrades are not refunded beyond the standard delivery amount. Original delivery is not refunded for a partial return.

Incorrect, damaged, or defective products

Inspect your order after delivery. Contact us promptly with your order number, an explanation, and clear photographs. Do not discard the product or packaging before receiving instructions. Your statutory right to a conforming product and an appropriate free remedy remains unaffected.

Exchanges and pre-dispatch changes

We do not currently offer direct exchanges. Contact us immediately to request a change before dispatch. We will try to assist, but cannot guarantee changes after preparation or fulfilment starts. Use the online withdrawal function if you want to withdraw from the contract.

Contact

For questions about an order, shipping or returns:

Email: hello@lilicozy.com
Contact page: lilicozy.com/pages/contact
Return address: Provided after an eligible return request
Business address: Keurenplein 41, E9898
1069 CD Amsterdam
The Netherlands

Last updated: 12 August 2026.