Refunds & Returns
Refund & Returns Policy
At Tigerlily Phoenix, we want you to be happy with your purchase.
30-day returns
We offer a 30-day returns period. You have 30 days after receiving your item to request a return.
For returns under our additional 30-day policy, items must be unused, in their original condition, with any original tags and packaging where applicable. Proof of purchase is required.
These conditions do not affect your statutory consumer rights, including your rights when goods are faulty or your legal right to cancel eligible online purchases.
How to request a return
To request a return, email:
contact@tigerlilyphoenix.co.uk
Please include your order number, the item you wish to return and the reason for your return.
We will provide instructions explaining how and where to return your item.
Please contact us before sending a return so that we can provide the correct return address and instructions.
Return shipping costs
Change-of-mind returns: Customers are responsible for paying the cost of return postage when returning an item because they have changed their minds or no longer want it.
This applies to UK and international customers.
Faulty, damaged or incorrect items: If an item arrives faulty, damaged or incorrect, please contact us promptly. Where the goods do not conform to your statutory rights, Tigerlily Phoenix will cover reasonable return postage costs and provide an appropriate remedy in accordance with applicable consumer law.
If returning an item from outside the UK, please contact us for return instructions before arranging postage.
Damaged, defective or incorrect items
Please inspect your order when it arrives.
If an item is defective, damaged or incorrect, contact us at contact@tigerlilyphoenix.co.uk with your order number and details of the issue.
We will assess the problem and arrange an appropriate resolution, which may include a replacement, repair or refund depending on the circumstances and your statutory rights.
Exceptions and non-returnable items
Certain items may be excluded from our additional 30-day change-of-mind returns policy, including personalised or custom-made goods, sealed hygiene-sensitive items that have been unsealed where an exemption applies, and gift cards.
Applicable statutory rights, including those relating to faulty goods, remain unaffected.
Please contact us if you have any questions about whether an item is eligible for return.
Exchanges
If you would like a different item, please contact us.
The simplest way to exchange an eligible item is generally to return the original item and place a separate order for the replacement.
Your statutory cancellation rights
For eligible online purchases, UK and EU consumers generally have a legal right to cancel within 14 days of receiving their goods without giving a reason.
To exercise this right, please email contact@tigerlilyphoenix.co.uk with a clear statement that you wish to cancel your order.
After notifying us of cancellation, you generally have a further 14 days to return the goods.
Customers are responsible for the direct cost of returning goods following a change-of-mind cancellation.
Statutory cancellation rights may be subject to exceptions provided by applicable law.
Refunds
We will notify you when we receive and inspect your returned item.
Approved refunds will be issued to your original payment method.
For returns under our additional 30-day policy, we aim to process approved refunds within 10 business days.
For statutory cancellations, refunds will be processed within the timescales required by applicable consumer law, generally within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, where permitted.
Where applicable, statutory cancellation refunds will include the original standard delivery charge. Any additional amount paid for an enhanced delivery service is not refundable unless required by law.
Your bank or payment provider may take additional time to make the refund available.
If more than 15 business days have passed since we approved your return, please contact us at contact@tigerlilyphoenix.co.uk.
Marketplace purchases
For products purchased through Amazon, TikTok Shop or another marketplace, please refer to the return and refund procedures provided by the marketplace through which you purchased.
Your statutory consumer rights remain unaffected.
Contact
Tigerlily Phoenix Ltd