Refund policy

RETURN, REFUND AND WARRANTY POLICY - LILAC AND MINT

At Lilac and Mint, we want you to love your gift box. If you change your mind or encounter an issue with your order, this policy explains your statutory rights under Czech law (Act No. 89/2012 Coll., Civil Code) and European Union regulations.

1. Right of Withdrawal (14-Day Change-of-Mind Returns)

If you are a consumer located in Czechia or the European Union, you have the right to withdraw from your purchase contract without giving any reason within 14 calendar days.

  • Starting Period: The 14-day withdrawal period begins on the day you (or a third party designated by you) physically receive the last item of your order.
  • Dispatch Deadline: After notifying us of your intent to return, you must dispatch the items back to us without undue delay, and at most within 14 calendar days from the date of your notice.

How to Exercise Your Right of Withdrawal:

  1. Contact us via email at hello@lilac-and-mint.com stating your order number and intent to return. You may also use our statutory Model Withdrawal Form (below).

Return Conditions and Product Packaging:

  • Items must be returned unused, undamaged, and complete.
  • Non-hygiene items may be inspected in the same manner as you would in a physical store.
  • If goods are handled beyond what is necessary to establish their nature, characteristics, and functionality, you may be held liable for any diminished value of the goods.

2. Statutory Exceptions (Non-Returnable Items)

Pursuant to Section 1837 of the Czech Civil Code, the 14-day right of withdrawal does not apply to:

  • Sealed Skincare and Cosmetics (Section 1837(g)): Face sheet masks, hand creams, lip balms, lotions, and other beauty products that were delivered in sealed packaging and were unsealed or opened after delivery (for health protection and hygiene reasons). These items are only returnable if their protective seal or packaging remains completely intact and unopened.
  • Perishable Food Items (Section 1837(e)): Chocolates, candies, snacks, and edible gift-box contents once delivered.
  • Customized or Personalized Items (Section 1837(d)): Goods tailored specifically to your request.

Returns of Mixed Gift Boxes:

  • Unopened Gift Boxes: You may return an entire gift box for a full refund provided all internal items, food products, and cosmetic hygiene seals remain unopened.
  • Opened or Partial Gift Boxes: If a gift box is opened and hygiene-exempt products (e.g., face masks or chocolates) are unsealed, those specific items cannot be returned. You may return the remaining non-exempt, unopened items from the box. The refund will be calculated proportionally based on the individual retail value of the returnable items.

3. Return Shipping and Costs

  • Change-of-Mind Returns: You are responsible for arranging and paying the direct costs of return postage to our warehouse.
  • Faulty or Incorrect Items: For defective or incorrectly delivered items within the Czech Republic, Lilac and Mint will arrange return shipping or reimburse reasonable postage costs incurred by you.

4. Refunds for Change-of-Mind Returns

  • Timeline: We will process your refund within 14 calendar days from the date we receive your withdrawal notice.
  • Right to Withhold: We reserve the right to withhold the refund until we receive the returned goods back at our warehouse, or until you provide official proof of shipping, whichever occurs first.
  • Payment Method: Refunds will be issued to your original payment method. We do not charge fees for processing refunds.
  • Outbound Delivery Costs: If you return your entire order, we will refund the original purchase price plus the standard outbound shipping fee (up to the cost of the cheapest standard delivery method offered at checkout). Outbound shipping fees are not refunded for partial returns.

5. Faulty Goods and Warranty Claims (Rights from Defective Performance)

If an item arrives damaged, defective, or incorrect, your statutory rights apply separately from the 14-day withdrawal period.

  • Warranty Period: You are entitled to exercise rights from defective performance for defects that appear within 24 months of receiving the goods.
  • Available Remedies:
    1. Free repair or replacement of the defective item with a defect-free product.
    2. A reasonable discount on the purchase price.
    3. Withdrawal from the contract and a full refund if the defect represents a material breach of contract or cannot be resolved by replacement.
  • Claim Settlement: Contact us at hello@lilac-and-mint.com with your order number and photos and description of the defect. We will evaluate and settle claims within 30 calendar days of receiving your notice and the item, providing written confirmation of the outcome.

6. Out-of-Court Dispute Resolution (ADR)

If a dispute arises between you and Lilac and Mint that cannot be resolved directly, Czech consumers have the right to initiate an out-of-court settlement with the Czech Trade Inspection Authority:

Ceska obchodni inspekce (COI) Ustredni inspektorat - oddeleni ADR Stepanska 44, 110 00 Praha 1 Website: www.coi.gov.cz / eportal.coi.gov.cz

MODEL WITHDRAWAL FORM (Fill and return this form only if you wish to withdraw from the contract via post or email)

To: Lilac and Mint Email: hello@lilac-and-mint.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Ordered on / Received on:
  • Order Number:
  • Consumer Name(s):
  • Consumer Address:
  • Bank Account for Refund (IBAN):
  • Date and Consumer Signature (only if sent on paper):