Refund Policy
Validity date: May 16, 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 and conditions below.
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. During this period, you may carefully examine and try the product. If the product has been handled more than is necessary to determine its characteristics 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 money-back guarantee from the day you receive your order.
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 does not affect your statutory right of withdrawal or right of complaint.
2. Products that cannot be returned
The following products cannot be returned or refunded:
- Personalized or custom-made products
- Gift card
- Sale or clearance products
- Hygiene products that have been opened or used
3. Damaged, Defective or Faulty Products
If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery.
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.
For other approved returns, 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.
5. Refund process
Once we have received and inspected the returned product, we will notify you whether the refund has been approved or denied.
If the refund is approved:
- The refund will be made to the original payment method.
- Processing time can be 5–10 business days depending on 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
We only replace products that are damaged, defective or incorrectly delivered.
To request an exchange, please contact our customer support with order information and pictures if necessary.
8.Refund Exceptions
Lissandra reserves the right to refuse returns or refunds 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, abusive, or in violation of our return terms.
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
Company address: Capital Business Centre, Entrance A, Floor 1, Triq Taz-Zwejt, San Gwann, SGN3000, Malta
