Return policy

RETURNS & CANCELLATIONS

RETURN POLICY

Is it possible to return my order? Yes. If you are not satisfied with your purchase, you have the option to return your items within 30 days of receipt. To be eligible for a return, the following conditions must be met:

  1. Original Condition: The order must contain all original parts and components, and products must be returned in their original packaging.

  2. Handling: Only normal handling of the product is evident; breakage due to careless handling is excluded.

  3. Hygiene: Products where hygiene is a factor must be thoroughly cleaned before the return process begins.

  4. Reporting: Any products received damaged must be reported immediately upon receipt.

  5. Processing: Returns are processed within 7 working days. If conditions are met, the return will be officially acknowledged within this period.

PLEASE NOTE: We do not offer free returns. All shipping costs associated with returning the product are the responsibility of the customer. We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

HOW TO INITIATE A RETURN

If your order meets the conditions above, please follow these steps:

  1. Send an email to: info@noah-lily.com

  2. Ensure your email includes:

    • Order number

    • Reason for the return request

    • A photo of the product (required if the item is broken/damaged)

    • First and last name

    • Your full address

Important: Never send a return to the sender's address on the package. We will provide you with the correct return address (our central warehouse in Asia or the Netherlands) once your request is reviewed.

CANCELLATION CONDITIONS

Right of Cancellation Because we utilize a fully automated system, orders are processed and executed as soon as they are placed. Therefore, the shipping process cannot be interrupted.

  • 24-Hour Window: You have 24 hours from the time of order to notify us of a wish to cancel. However, if the goods are already in transit, a refund is only possible after you have received the goods and returned them to us.

  • Withdrawal: To exercise your right of withdrawal, you must inform Noah & Lily via a clear declaration (e.g., email). The revocation is considered complete only once we have received the returned goods.

Shipments in Transit As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way, cancellation is not possible. Please wait to receive the items and then follow the return procedure. To speed up the process, you may send us a shipping confirmation of your return.

CONSEQUENCES OF WITHDRAWAL

If you withdraw from this contract, we will refund the payments received from you, excluding delivery costs, without delay (and at the latest within 14 days of receiving the returned goods at our warehouse).

We will use the same payment method for the refund that you used for the original transaction.

REMINDER: All returns are sent to our central warehouse in Asia or the Netherlands at the customer's expense.