Refund Policy
Validity date: July 21, 2026
Welcome to Lissandra. We strive to offer high quality products and a safe and reliable shopping experience. If you are not completely satisfied with your purchase, we offer a clear and customer-friendly return and refund policy.
By placing an order on our website you agree to the terms below. Nothing in this policy limits your statutory rights as a consumer.
1. Right of withdrawal and 120-day money-back guarantee
You have a statutory right of withdrawal of 14 days from the day after you receive your order, in accordance with the Distance and Off-Premises Contracts Act (2005:59). The right of withdrawal applies to all products – including sale and campaign products. During this period, you may carefully examine and try the product. If the product has been handled more than is necessary to determine its properties and function, a deduction for any loss in value may be made.
In addition to the statutory right of withdrawal, Lissandra offers a 120-day open purchase period from the day you receive your order. Our open purchase also applies to sale and promotional products. Please note that the customer is responsible for return shipping in the case of open purchase and right of withdrawal (see point 4).
To use our extended open purchase, the product must:
- Be unused, unwashed and in original condition
- Keep all labels and accessories.
- Returned in original packaging if included.
- Accompanied by order confirmation or other valid proof of purchase
Returns that do not meet the terms of our extended open purchase may be refused. This never affects your statutory right of withdrawal or right of complaint.
2. Products that cannot be returned
The following products cannot be returned or refunded (exceptions follow the Distance Contracts Act):
- Personalized or custom-made products
- Gift card
- Hygiene products with a broken seal that cannot be returned for health or hygiene reasons
These exceptions never limit your right to complain about defects in the product.
3. Damaged, Defective or Faulty Products
If you receive a damaged, defective or incorrect product, please contact us as soon as possible – preferably within a few days of delivery, as this will make it easier for us to file a complaint with the carrier. However, this is not a time limit for your rights: according to the Consumer Purchase Act (2022:260), you always have a 3-year right of complaint in the event of a defect in the product.
For faster processing, please include:
- Your order number
- Clear images of the product and packaging
- A brief description of the problem
After review, we offer one of the following at no extra cost:
- Replacement product
- Full refund
- Partial refund where appropriate
4. Return shipping
If the return is due to our mistake, such as an incorrect, damaged or defective product, Lissandra is responsible for the return shipping.
When returning under the right of withdrawal or our open purchase, the customer is responsible for the return shipping cost.
We recommend using a trackable shipping service as we cannot guarantee receipt of return packages without valid tracking information. Contact us via kontakt@lissandra.se innaWhen you send your return, you will receive a return address and instructions.
5. Refund process
Once we have received the returned product (or once you have shown that you have sent it back, t.ex. with a delivery receipt) we will make the refund within 14 days at the latest.
- The refund will be made to the original payment method.
- It may then take 5–10 business days before the money appears in your account, depending on your bank or payment provider.
Any original shipping costs will not be refunded, unless the return is due to our error.
6. Cancellation of Order
Orders can be cancelled free of charge before they have been shipped.
If the order has already been shipped, cancellation is no longer possible. The customer will then need to follow the regular returns process after delivery.
7. Substitutions
Do you want to change the size or color? The easiest way is to return the product within the open purchase period for a full refund and at the same time place a new order for the variant you want - then you don't risk the size running out.
We will of course replace products that are damaged, defective or incorrectly delivered free of charge. Contact our customer support with order information and pictures if necessary.
8. Refund Exceptions
Lissandra reserves the right to refuse returns or refunds under our voluntary open purchase in the following situations:
- The product shows signs of use or damage
- The product is not in original condition or has opened/damaged packaging.
- Original packaging, labels or accessories missing
- Return requested after the allowed return period
- The return request is deemed fraudulent or in violation of our return policy.
These exceptions only apply to our voluntary extended open purchase and never limit your statutory right of withdrawal or right of complaint.
9. Contact information
If you have any questions about returns, refunds, exchanges or cancellations, please contact us:
Company name: UE Media Ltd
Company No.: C89545
VAT: MT25781909
Store name: Lissandra
E-mail: kontakt@lissandra.se
Phone: +46 70 955 94 19
Company address: Capital Business Centre, Entrance A, Floor 1, Triq Taz-Zwejt, San Gwann, SGN3000, Malta