Refunds

Last Updated: August 28, 2026

This Returns & Refund Policy applies to purchases made through Lillyesp.com. It explains the circumstances in which customers may cancel an order, return an item, or request a refund.

This policy should be read together with our Terms & Conditions and Privacy Policy.

1. Company Information

Trading Name: Lilly ESP
Website: Lillyesp.com
Registered Address: Calle de Alcalá, 120, 28009 Madrid, Spain
Email: [email protected]

Important: Replace all example company information with your actual legally registered business details before publishing this policy.

2. Before Requesting a Return

Before returning any product, customers must contact our customer support team.

Please provide:

  • Your full name;
  • Order number;
  • The email address used for the order;
  • The product name;
  • The reason for the return or refund request;
  • Photographs where the product is damaged, incorrect, or defective.

Do not send products back without first receiving return instructions from Lilly ESP. Unauthorised returns may not be accepted.

3. Order Cancellations

Customers may request cancellation of an order before it has been processed or dispatched.

To request cancellation, contact us as soon as possible at:

[INSERT CUSTOMER SUPPORT EMAIL]

Once an order has been dispatched, cancellation may no longer be possible. However, customers may still have applicable statutory cancellation or consumer rights depending on the product and circumstances.

4. Returns

Where a return is legally permitted and accepted by Lilly ESP, the product must generally be returned:

  • In its original condition;
  • Unused and unopened;
  • With original packaging intact;
  • With all seals, labels, and safety features undamaged;
  • In accordance with the return instructions provided by Lilly ESP.

We reserve the right to inspect returned products before issuing a refund.

5. Products That May Not Be Eligible for Return

For safety, health, hygiene, quality-control, regulatory, or legal reasons, certain products may not be eligible for return once they have been dispatched, opened, unsealed, stored incorrectly, or otherwise handled.

This may include, where permitted by applicable law:

  • Opened or unsealed products;
  • Products with broken safety seals;
  • Products that have been used;
  • Temperature-sensitive products;
  • Perishable products;
  • Personalised products;
  • Medicinal or regulated products subject to special legal requirements;
  • Products that cannot be safely resold.

Nothing in this policy is intended to remove or restrict mandatory consumer rights.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during delivery;
  • Defective;
  • Incorrect;
  • Different from the product ordered;

please contact us promptly.

Where possible, include photographs showing:

  • The product;
  • The packaging;
  • Any visible damage;
  • The shipping label.

We will review the issue and, where appropriate and required by applicable law, may offer:

  • A replacement;
  • A refund;
  • Another appropriate remedy.

Please do not dispose of the product until we have reviewed your claim and provided further instructions, unless immediate disposal is necessary for safety reasons.

7. Refund Eligibility

Refunds may be considered where:

  • An order is cancelled before dispatch;
  • We are unable to supply the ordered product;
  • An incorrect product was supplied;
  • A product was damaged or defective;
  • A refund is otherwise required under applicable consumer law;
  • We approve a return in accordance with this policy.

Refund eligibility may depend on the condition of the product and the specific circumstances of the order.

8. Refund Processing

Once a refund is approved, it will normally be issued using the original payment method where possible.

Refund processing times may vary depending on:

  • The payment provider;
  • Your bank or card issuer;
  • The completion of product inspection;
  • Applicable legal requirements.

Where a refund is issued after a return, processing may begin after we have received and inspected the returned item, subject to applicable law.

9. Return Shipping Costs

If a return is accepted because of:

  • A product defect;
  • Damage during delivery;
  • An error made by Lilly ESP;
  • An incorrect item sent by us;

we will address the reasonable return costs in accordance with applicable law and the instructions provided for the return.

For other authorised returns, the customer may be responsible for return shipping costs where permitted by law.

10. Non-Delivery and Delivery Problems

If your order has not arrived within the expected delivery period, please contact our customer support team with your order number.

We may investigate the matter with the relevant delivery provider.

If a parcel is returned because of an incorrect or incomplete delivery address provided by the customer, additional delivery costs may apply where permitted by law.

11. Right of Withdrawal

Consumers may have statutory rights to withdraw from certain distance purchases within a legally prescribed period.

However, legal exceptions may apply depending on the type of product, including certain sealed goods, health or hygiene products, personalised products, perishable goods, or other products exempted under applicable law.

Where a statutory right of withdrawal applies, Lilly ESP will process withdrawal requests in accordance with applicable consumer-protection legislation.

Nothing in this Returns & Refund Policy limits any mandatory rights that customers may have under applicable law.

12. Important Health and Product Safety Notice

Customers should not use products that:

  • Appear damaged;
  • Have been tampered with;
  • Have broken safety seals;
  • Were delivered incorrectly;
  • Do not match the product ordered.

If you believe a product may be unsafe, contact us before using it.

Where a product is a medicine, prescription product, or otherwise regulated product, additional restrictions may apply to returns, refunds, supply, or handling.

13. Contact Us

For returns, refunds, cancellations, or order problems, contact:

Lilly ESP
Calle de Alcalá, 120
28009 Madrid, Spain

Website: LillyESP.com
Customer Support: [INSERT EMAIL ADDRESS]

Please include your order number in your message so we can process your request more efficiently.

14. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes in our business practices or applicable legal requirements.

The most recent version will always be published on LillyESP.com.

Last Updated: August 28, 2026