Refunds, Returns & Cancellation Policy
The Guilded Lily Trading Company
We want you to be delighted with your purchase from The Guilded Lily Trading Company. However, we understand that sometimes an item may not be quite right for you. We aim to make our returns process as straightforward and fair as possible.
This policy explains how to return items, request a refund or report a problem with your order. It does not affect or limit any of your statutory rights under UK consumer law.
- Change of Mind – Returns
If you purchase goods online, by telephone or by another distance-selling method, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to the legal exceptions outlined in this policy.
To exercise your right to cancel:
- You must notify us by email within 14 days of receiving your goods.
- Once you have notified us, you must return the goods within a further 14 days.
- Items should be returned in their original condition, with all components, accessories and packaging where reasonably possible.
- You may inspect and handle items as you reasonably would in a shop before deciding whether to keep them.
If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we reserve the right to make a reasonable deduction from your refund to reflect any reduction in the item’s value, as permitted by law.
Return postage costs for change-of-mind returns
Unless we have agreed otherwise, the cost of returning unwanted goods is your responsibility. We recommend using a tracked and insured postal service, retaining your proof of postage, as we cannot accept responsibility for loss or damage caused by a return carrier selected and arranged by you.
Please contact us by email before sending any goods back so that we can provide the appropriate return instructions.
- Faulty, Damaged or Incorrect Items
We take care when preparing and dispatching orders. However, if your purchase arrives damaged, faulty, defective or is not what you ordered, please contact us as soon as reasonably possible at:
info@theguildedlilytradingcompany.co.uk
When contacting us, please include:
- Your order number.
- A description of the problem.
- Photographs of any visible damage or defects, where possible.
- Details of any missing or incorrect items.
Providing this information promptly helps us investigate and resolve the matter efficiently.
There is no 48-hour notification deadline for exercising your statutory rights. However, we encourage you to report delivery damage or discrepancies as soon as possible.
Your rights under the Consumer Rights Act 2015 include the following:
- Within 30 days of delivery: You may be entitled to reject faulty or misdescribed goods for a full refund.
- After 30 days: You may be entitled to a repair or replacement in the first instance.
- If a repair or replacement is unsuccessful or cannot be provided within a reasonable time: You may be entitled to a refund or price reduction, as applicable under the law.
Where goods are confirmed to be faulty, damaged or incorrectly supplied, we will cover reasonable return costs and provide the remedy to which you are legally entitled.
We may ask for photographs or arrange an inspection of the goods to help establish the nature of the problem. This will not affect your statutory rights.
- Items That Cannot Be Returned Under the Change-of-Mind Cancellation Right
Certain goods are exempt from the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013.
These include:
- Personalised items: Goods made to your individual specifications or clearly personalised for you.
- Custom-made items: Goods manufactured or created specifically to your requirements.
These exclusions apply only where the relevant statutory exemption applies.
Please take particular care when ordering personalised or made-to-order products, as these cannot normally be cancelled simply because you have changed your mind once the relevant statutory exception applies.
Important: These exclusions do not remove your rights if an item is faulty, damaged or not as described.
- Refunds
Once a return has been approved, refunds will be processed in accordance with the applicable consumer legislation.
For eligible change-of-mind cancellations:
- We will refund the purchase price of the returned goods.
- We will also refund the cost of standard delivery originally paid, where required by law.
- If you selected a more expensive delivery option, we are only required to refund the equivalent of our least expensive standard delivery option.
- We may withhold the refund until we have received the returned goods, or you have provided evidence that they have been sent back, whichever occurs first.
Refunds will normally be made using the original payment method unless an alternative has been agreed with you.
We aim to process refunds promptly and within the statutory timeframe.
Where goods are faulty or otherwise do not conform to your statutory rights, the appropriate refund or other remedy will be provided in accordance with the law.
- Gifts and Refunds
If an item was purchased as a gift, any refund will normally be made to the original purchaser using the original payment method.
If you have received an item as a gift and wish to return it, please contact us so that we can discuss the appropriate arrangements.
Nothing in this section limits any statutory rights that may apply to the original purchaser or other person entitled to exercise those rights.
- Returning Your Goods
All returns must be arranged with us in advance.
Please email:
info@theguildedlilytradingcompany.co.uk
Please include your order number and the reason for your return. We will provide instructions on how to proceed.
Please note:
- Returns cannot be accepted in person at our office address.
- Please ensure goods are securely packaged to avoid damage during transit.
- We recommend using a tracked postal service and retaining your proof of postage.
- For change-of-mind returns, return postage is your responsibility unless otherwise agreed.
- For faulty, damaged or incorrectly supplied goods, we will cover reasonable return costs in accordance with your statutory rights.
Please do not send goods to our office without first contacting us.
- Product Images, Descriptions and Colour Variations
We make every reasonable effort to ensure that product descriptions, photographs and illustrations accurately represent the items offered for sale.
However, product images are provided for illustrative purposes and colours may appear slightly different depending on your device, screen settings, lighting and display technology.
Minor variations in colour, appearance or finish may occur, particularly with products made from natural materials or handcrafted items.
We cannot guarantee that the colour displayed on your computer, tablet or mobile device will be an exact reproduction of the actual product.
Where a product differs materially from its description or is not as described, your statutory consumer rights will apply.
- Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or override your legal rights as a consumer.
Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may have rights relating to the quality, description, fitness for purpose and cancellation of goods purchased from us.
Where any provision of this policy conflicts with your statutory rights, your statutory rights will take precedence.
- Contact Us
If you have any questions about our refunds and returns policy, or need assistance with a return, please contact us.
The Guilded Lily Trading Company
Email: info@theguildedlilytradingcompany.co.uk
We appreciate your custom and thank you for shopping with The Guilded Lily Trading Company.
Registered address:
15 Ash Close, Holmes Chapel, Cheshire, CW4 7QB