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Trade Account Returns
We understand that sometimes a product might not meet your expectations, and you need to initiate a return. To make the process as easy as possible, we've created a simple return procedure.
If you'd like to return an item, please click the "Arrange a Return" button to start the process. You'll be guided through a few straightforward steps to submit your return request. Once you've completed the online form, our customer service team will provide you with further instructions on how to send the item back and any other relevant information.
90 Day Money Back Guarantee*
Lily & Loaf offers a 90-day money-back guarantee on first purchases of products supplied to end users where the end user is not completely satisfied with their first purchase.
Purchases supplied directly to Resellers, Practitioners or Trade Account holders may be accepted for return at the Company's discretion in accordance with our Trade Terms and Conditions.
Delivery charges are non-refundable.
The 90-day money-back guarantee does not apply to:
- Multiple quantities of the same product.
- Repeat orders for the same product.
- Accessories.
- Kinesiology kits.
- Private label products.
- Multi-packs.
- Seasonal or clearance products.
- Special promotional products.
If products have been purchased as part of our Lifestyle Analysis Buy 2 Get 1 Free offer, the first purchased item may still qualify under the 90-day money-back guarantee.
This guarantee applies only to products that have not been intentionally damaged, misused, discontinued or allowed to become outdated.
Order Cancellation
Trade customers may cancel an order at any time before it has entered fulfilment or dispatch.
Where self-service cancellation is available, eligible orders may be cancelled directly through the customer account or through the order management links contained within order confirmation emails.
Once an order has been dispatched, it may only be returned in accordance with this returns policy.
If you wish to cancel an order after dispatch, you must follow the returns procedure below and obtain a Returned Goods Authorisation (RGA) number.
Returned goods must be unopened, unused and in a resaleable condition unless otherwise agreed.
Delivery charges are non-refundable.
Nothing in this policy affects any statutory rights applicable to goods supplied directly to consumers.
European Union Deliveries
Where products are supplied directly to end users within the European Union, applicable consumer rights may apply.
As Lily & Loaf offers a 90-day money-back guarantee on qualifying first purchases, this exceeds the standard 14-day cooling-off period applicable to EU consumers.
Trade customers supplying products directly to end users should ensure they comply with any applicable local consumer protection legislation.
Defective or Damaged Products
In the unlikely event that products are received damaged, defective or incorrect, they may be returned within 90 days of delivery for replacement or account credit, subject to approval.
Lily & Loaf will reimburse reasonable return shipping costs for products confirmed to be faulty, damaged or incorrectly supplied.
Returns Procedure
All product returns must be authorised in advance by Lily & Loaf.
Purchases Shipped Directly to End Users
- The Trade Account holder should provide the end user with either a replacement product or a refund where appropriate.
- The standard Customer Returns Procedure should be followed.
- Once approved, a credit will be applied to the Trade Account.
Purchases Shipped to Trade Account Holders
To request a return, please complete the returns form or contact our Trade Support team.
Once your Returned Goods Authorisation (RGA) number has been issued:
- Return the products to Lily & Loaf, Hortonwood 32, Telford, TF1 7YL.
- Include your name, business name and order number.
- Clearly display the RGA number on the outside of the parcel.
Packages returned without a visible RGA number may experience delays in processing.
Unless otherwise agreed, you will be responsible for return shipping costs. We recommend using a tracked service or purchasing shipping insurance, as Lily & Loaf cannot accept responsibility for returns lost in transit.
Returned goods should be sent promptly and, where possible, within 14 days of the RGA being issued.
Account Credits
Once your return has been received and inspected, we will notify you that the return has been received.
If approved, a credit will be applied to your Trade Account.
Account credits should normally be used within six months of issue.
No restocking fees are charged unless otherwise agreed in writing.
Self-Service Returns and Cancellations
Where available, Trade Account holders may manage eligible returns, cancellations and subscription orders through their customer account or via links contained within order confirmation emails.
Orders that have already entered fulfilment, production, packing or dispatch may no longer be eligible for self-service cancellation.
Private label products, custom products and made-to-order items cannot be cancelled once production has commenced.
Non-Returnable Products
The following products are generally non-returnable:
- Private label products.
- Custom manufactured products.
- Accessories.
- Kinesiology kits.
- Clearance products.
- Seasonal products.
- Special promotional products.
- Products supplied as final sale.
- Discontinued products.
This does not affect rights relating to faulty, damaged or incorrectly supplied goods.
* The 90-day money-back guarantee applies to qualifying first purchases only and excludes repeat purchases, multiple quantities and excluded product categories.
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