Returns & Refunds Policy
Last updated: 18 September 2026
We hope you love your Lali Sleepcare order. If something isn’t quite right, we’re here to help.
This policy explains how cancellations, returns and refunds are handled for purchases made through the Lali Sleepcare website.
Cancelling Your Order
If you change your mind about an online purchase, you generally have the right to cancel your order within 14 days of receiving your goods.
You do not need to give us a reason for cancelling.
To let us know that you wish to cancel your order, please contact:
Please include your name and order number so we can find your order.
If your order has not yet been dispatched, we will try to cancel it before shipment.
If your order has already been dispatched, you will need to follow the return process below.
Returns
After notifying us that you wish to cancel your order, you should return the product within 14 days.
Before sending anything back, please contact us at:
Please include your order number and the item you would like to return. We will provide you with the return instructions and return address.
Please take reasonable care of the product while it is in your possession.
You may inspect the product as you reasonably would in a shop. If a returned product has been handled beyond what is reasonably necessary to inspect it and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.
Return Postage
For change-of-mind returns, the customer is responsible for the direct cost of returning the product unless we tell you otherwise.
We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so we can provide the appropriate instructions.
Refunds
Once we receive your return, we will process any refund due in accordance with applicable UK consumer law.
For eligible change-of-mind cancellations, refunds will be made no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever applies under the law.
Refunds will normally be made to the original payment method used for your purchase.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
Original Delivery Costs
For an eligible cancellation of an entire order, we will refund the cost of our least expensive standard delivery optionwhere required by law.
If you selected a more expensive or express delivery service, the additional cost above our standard delivery rate will not normally be refunded.
Faulty, Damaged or Incorrect Items
Every Lali Sleepcare product should reach you in the condition you expect.
If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:
Please include:
Your name
Order number
A brief description of the issue
Photographs of the product and/or packaging where helpful
We will review the issue and provide the appropriate solution in accordance with your UK consumer rights. Depending on the circumstances, this may include a replacement, repair or refund.
Where goods are faulty or do not conform to the contract, your statutory rights apply regardless of our change-of-mind return conditions.
Silk Products & Product Care
Our products are made from delicate silk and should be handled and cared for according to the care instructions provided.
Normal wear and tear, accidental damage, misuse or damage caused by not following the recommended care instructions will not normally be considered a product fault.
This does not affect your rights if the product was faulty, damaged or not as described when supplied.
Hygiene & Sealed Products
For certain products supplied in sealed packaging, a return may not be accepted for change-of-mind purposes after the seal has been broken where the product is not suitable for return for health or hygiene reasons and the applicable legal exception applies.
Where this applies to a particular Lali Sleepcare product, this will be made clear to you before purchase.
This restriction does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Sale & Promotional Items
Products purchased during a sale or promotion have the same statutory consumer rights as products purchased at full price.
Where a promotional discount was applied to an order, any refund will be based on the amount actually paid for the returned product, subject to your legal rights.
Exchanges
We currently do not offer direct exchanges.
If direct exchanges are not available, you can return an eligible product in accordance with this policy and place a new order for your preferred item.
For help, please contact lalisleepcare@gmail.com.
Proof of Purchase
We may ask you to provide proof of purchase when processing a return or dealing with a faulty product.
Your order confirmation, order number or other reasonable evidence of purchase may be used for this purpose.
Your Consumer Rights
Nothing in this Returns & Refunds Policy limits or excludes your statutory rights under applicable UK consumer law.
Products sold by Lali Sleepcare must meet the standards required by law, including being as described, of satisfactory quality and fit for purpose.
Contact Us
If you have any questions about a cancellation, return, refund or problem with your order, please contact us.
Lali Sleepcare
Email: lalisleepcare@gmail.com
Please include your order number when contacting us about an existing order so we can help you as quickly as possible.