Refund policy

Refund, Return and Cancellation Policy

This policy covers our voluntary 30-day return offer and the separate cancellation and other consumer rights provided by applicable law. Our voluntary offer is additional to your statutory rights. If a condition in our voluntary policy conflicts with a statutory right, the statutory right applies.

How to cancel, return or request a refund

The quickest way is through your account on our website. Anyone who has placed an order with us can log in using only the email address used for that order. The "Return items" option appears once your order has shipped; to cancel before then, email us.

1. Log in to your account with your email address.

2. Open Order history and select the order.

3. Click "Return items", choose the items and submit your request.

When you submit, we send you an automatic email confirming that we received your request, with its content and the date and time it was submitted. Keep this email as your record. If it does not arrive, check your spam folder or email us.

A request submitted through your account is a notice of cancellation, return or withdrawal. It does not need our approval to take effect, and it counts as made at the time you submit it, which is what matters for statutory deadlines. Giving a reason is optional.

You may instead email lilumjewelry.store@gmail.com, call +972 52 365 2260, or send registered mail to Herzl Street 146, Tel Aviv-Yafo, 6607029, Israel. Israeli consumers may also notify us orally at our place of business where applicable. Use whichever method you prefer.

A. Lilum voluntary 30-day returns

You may request a change-of-mind return within 30 days after receiving your item. Under this additional voluntary offer, the item must be unused and unworn, complete with its accessories, tags where supplied, and original packaging. Please provide an order number or other proof of purchase.

To request a voluntary return, use "Return items" in your account as described above, or email lilumjewelry.store@gmail.com. We will send you a prepaid return label and instructions. Return address: Herzl Street 146, Tel Aviv-Yafo, 6607029, Israel.

We pay the return postage for voluntary returns and send you a return label at no cost. We also refund the original shipping charge. No return-label or restocking charge will be imposed.

Please submit your return request before sending the item back. This request does not make a statutory cancellation conditional on prior approval. For an accepted voluntary return, we will refund the item price and original shipping to the original payment method within 10 business days after receiving and inspecting the item. A shorter statutory deadline applies wherever required by law. Your payment provider may take additional time to display the refund.

B. Cancelling before or after dispatch

To cancel an order that has not shipped yet, email us as soon as possible; the "Return items" option in your account becomes available once the order has shipped. If an order has not been dispatched, we will cancel it and refund the payments received in full. If it has been dispatched, dispatch does not remove an applicable statutory cancellation right. Notify us within the applicable period and we will explain how to return it or arrange collection where required. You do not need to wait for delivery to send a cancellation notice.

C. Statutory distance-sale cancellation rights — Israel

For an eligible distance-sale purchase of goods under Israel's Consumer Protection Law, you may cancel from the date of the transaction until 14 days after receiving the goods or the legally required transaction disclosure document, whichever is later, subject to the exceptions in that law.

For an eligible change-of-mind cancellation, we may charge only the cancellation fee permitted by law, up to 5% of the transaction price or NIS 100, whichever is lower. We do not charge this fee for cancellation because of a defect, a discrepancy between the goods and the information supplied, failure to deliver at the agreed time, or another breach by us that entitles you to cancel.

We will refund the payments required by law and cancel the relevant charge within 14 days after receiving the cancellation notice, subject only to lawful deductions, and provide confirmation of cancellation of the charge. We do not make this statutory deadline dependent on discretionary return approval.

For a change-of-mind cancellation, please return the goods to our business address; we will send you a prepaid return label. For a qualifying cancellation caused by a defect, non-conformity, late delivery or another qualifying breach by us, make the goods available to us at the place of delivery and tell us where they are; we will arrange the legally required collection at our expense.

Using the product or opening its packaging does not automatically eliminate a statutory distance-sale cancellation right. Any claim concerning a significant deterioration in the product's condition will be handled only as permitted by law.

Consumers qualifying as persons with disabilities, senior citizens aged 65 or over, or new immigrants as defined by law may have an extended four-month cancellation period if the distance-sale transaction included a qualifying conversation with us, including qualifying electronic communication. The period runs from the transaction, receipt of the goods, or receipt of the disclosure document, whichever is later. We may request the eligibility documentation permitted by law.

To cancel, use "Return items" in your account or email lilumjewelry.store@gmail.com. You may also call +972 52 365 2260, send registered mail to Herzl Street 146, Tel Aviv-Yafo, 6607029, Israel, or notify us orally at our place of business where applicable. For an Israeli statutory cancellation notice, include your name and identification number as required by law, and preferably your order number so we can locate the transaction. If you cancel through your account and we need these details, we will ask you for them by email. Do not send a copy of your identity document unless we lawfully need it and explain how to send it securely.

D. Statutory right of withdrawal — EU consumers

Where EU consumer withdrawal law applies, you may withdraw from an eligible online purchase without giving a reason within 14 calendar days after you, or a third party you designate other than the carrier, receives the goods. If one order is delivered in separate shipments, the period generally runs from receipt of the last item. Longer periods apply where required by applicable law.

Send an unequivocal withdrawal statement before the period expires, using "Return items" in your account, by email to lilumjewelry.store@gmail.com, or by post. You may use the model form below, but its use is optional. Include your name, order details and an email address for confirmation. We will acknowledge your withdrawal by email without undue delay, including its content and the date and time it was submitted.

Send the goods back without undue delay and no later than 14 days after telling us you are withdrawing. We will send you a prepaid return label, so the return costs you nothing. We will not charge a cancellation or restocking fee for statutory EU withdrawal.

We will refund all payments received for the withdrawn purchase, including the original delivery charge, within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, and we will not charge a refund fee.

You may handle and inspect the goods as necessary to establish their nature, characteristics and functioning. You may be liable for a loss in value caused by handling beyond what is necessary for that inspection, as permitted by law. Original packaging and an unused condition are not prerequisites for exercising the statutory withdrawal right. Please return accessories and use suitable protective packaging.

Statutory exceptions apply only where legally applicable. A standard pendant is not automatically exempt merely because it is hand-finished or made in a small batch. Any genuinely personalized product exception will be disclosed before purchase.

E. Faulty, damaged or incorrect goods; other jurisdictions

If your item is faulty, damaged in transit or different from what you ordered, contact lilumjewelry.store@gmail.com with the order details and, where useful, photographs. We will provide the remedy required by applicable law and bear the necessary return or collection costs for qualifying defective or non-conforming goods. Prompt reporting helps us investigate, but a short reporting deadline does not replace your statutory rights.

Our Warranty Policy (www.lilumlight.com/pages/warranty-policy) explains Lilum's additional one-year warranty. Consumers in the EU generally have a legal guarantee of at least two years for non-conforming goods, and longer or additional rights may apply under national law. Customers elsewhere retain all mandatory rights applicable to their purchase. Where no statutory change-of-mind right applies, our voluntary return offer governs.

F. Optional model withdrawal form

To: Iliya Lev Slavkin - Lilum (business number 316870757), Herzl Street 146, Tel Aviv-Yafo, 6607029, Israel; lilumjewelry.store@gmail.com.

I hereby notify you that I withdraw from my contract for the purchase of the following goods: [goods].

Order number: [number].

Ordered on / received on: [date].

Consumer name: [name].

Consumer address: [address].

Email for confirmation: [email].

Signature, only if this form is sent on paper: [signature].

Date: [date].