Lollishop require all suppliers to agree to our refund and returns policy which is in line with the UK government guidelines.

Statutory Cancellation Right

Customers have 30 calendar days after the order status is updated to "Delivered" to raise a "Return/Refund" request. 

A customer may return a product and request a refund under the following circumstances: 

• The customer has a change of mind and decides to cancel after receiving the product.
• The product delivered did not meet the terms of the contract of sale.
• The wrong product was delivered. 
• The product was incomplete, defective, or unacceptable when it was delivered.
• The product received was not as described at the time of purchase.
• The seller did not fulfil their delivery commitments (such as delayed shipping or delivery).

Items that cannot be returned

• Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
• Sealed audio or video recordings or of sealed software if unsealed by you after delivery;
• Goods made to your specifications or clearly personalised,
• Goods which may deteriorate or expire rapidly;
• A service, if the supplier has fully performed it and you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started;
• Digital content (including apps, digital software, ebooks, MP3, etc) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started
• Newspapers, journals or magazines with the exception of subscription contracts;
• Alcoholic beverages whose actual value is dependent on fluctuations in the market which the supplier cannot control

Return Request
Lollishop will review the customers application within 48 hours of being received and will determine if the product is liable for a return or refund and suppliers will be given notice that a return is due via email.

Approval of return
We will notify the customer of what fulfilment centre the goods should be returned to and any labelling requirements advised by you – it is down to the merchant to keep these details up to date and advise us of any changes.

Cost of return
For any damaged and defective items the customer is eligible for free returns. Items that are not damaged or defective are not eligible for free returns unless the individual merchant provides a pre-paid returns label. 

We reserve the right to refuse returns or to charge you our fees and expenses if the product isn't received in new, unopened condition.

Upon receipt of the supplier confirming goods have been received and do meet the criteria for a refund a refund will be issued to the customer within 14 days and your next pay out due will reflect any refunds made.

Defective Items After 30 Days
If an item becomes defective after the 30-day return period we will try and troubleshoot the issue which may result in repair by the manufacturer or by a third-party repair service provider authorised by the manufacturers to repair their products. If a repair is not possible, a replacement will be sent, and if a replacement is not available, a refund the purchase price will be made. A return will not be accepted for consumable products (e.g. batteries, fuses, ink, light bulbs, etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors, or general wear and tear.

Last updated 25^th April 2023