Return & Exchange Policy

Last Updated: October 21, 2026

At LILO, we want you to feel confident choosing the right products for your pet.

This policy explains how to request a return or exchange for products purchased through our website. It is designed to operate in accordance with Egyptian consumer protection law and does not limit your statutory rights.

1. Your Return and Exchange Rights

Under applicable Egyptian consumer protection law, consumers generally have the right to return or exchange eligible goods within 14 days of receipt without providing a reason, subject to the exceptions established by law.

For defective goods or products that do not conform to their description or agreed specifications, a separate statutory remedy period of 30 days from receipt may apply.

The precise remedy and any applicable conditions will be determined in accordance with the law.

2. Change-of-Mind Returns

If you wish to return an eligible product because you have changed your mind, please contact us within the applicable 14-day period following receipt.

For products eligible for a change-of-mind return, we ask that you:

• Keep the product in a condition consistent with the applicable legal requirements for return.
• Include any accessories and items supplied with the product, where applicable.
• Retain the original packaging where reasonably possible.
• Contact us before arranging a return so we can provide the correct instructions.

These requests are intended to facilitate the return process and will not be used to impose conditions that unlawfully remove your right to return an eligible product.

3. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, materially different from its description, or incorrect, please contact us as soon as reasonably possible.

You may be asked to provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the product and, where relevant, its packaging.
• Any other information reasonably needed to identify the problem.

Where applicable, you may be entitled to a replacement or refund without additional cost, in accordance with Egyptian law.

Please do not continue using a product if doing so may create a risk to your pet or cause further damage.

Our assessment process will not override your statutory rights or delay a remedy beyond an applicable legal deadline.

4. Products Excluded from Change-of-Mind Returns

The general change-of-mind return right is subject to specific exceptions under Egyptian law.

Depending on the circumstances, these may include goods whose nature, characteristics, or packaging prevent them from being returned or restored to their original condition, perishable goods, goods made to the consumer’s specific requirements, and other legally specified categories.

For LILO products, the following principles apply:

• Pet beds and accessories: Eligibility depends on the item’s condition, the nature of the product, and applicable legal requirements.
• Customized products: Products made to specifications specifically requested by the customer may fall within a statutory exception if the legal conditions are met.
• Used or damaged products: A return may be restricted where the product’s condition has changed for reasons attributable to the customer and a statutory exception applies.

We will not treat all opened, tried, or pet-related products as automatically non-returnable. Each request will be assessed according to the relevant legal provisions.

Nothing in this section removes your rights in relation to defective or non-conforming products.

5. How to Request a Return or Exchange

Contact LILO Customer Support through either of the following channels:

• Email: support@liloeg.com
• WhatsApp: 01044278282

Please provide:

1. Your order number.
2. The product you wish to return or exchange.
3. The date you received the product.
4. Whether you are requesting a return, refund, or exchange.
5. A brief description of the issue, where relevant.

If you are reporting a defect or damage, please attach photographs or videos if available.

Our team will respond with the appropriate next steps and return instructions.

6. Return Shipping and Collection

Once your request has been reviewed, we will explain how the product should be returned or collected, where applicable.

Return shipping costs and collection arrangements will be handled in accordance with applicable law.

Where a product is defective or does not conform to its description or agreed specifications, any remedy required to be provided without additional cost will be handled accordingly.

For change-of-mind returns, we will explain any applicable arrangements before you proceed, subject to your statutory rights.

Operational details to confirm before publication:

• Return collection service: [Insert available process]
• Return shipping provider: [Insert provider]
• Return address: [Insert confirmed return address]
• Return collection fees, where legally permitted: [Insert approved fee schedule or state that no fee applies]

Please do not send a product to an unconfirmed address.

7. Exchange Requests

If you would prefer an exchange, contact us with your order number and the product you would like instead.

Exchanges are subject to product availability, unless applicable law requires another remedy.

If the requested replacement is unavailable, our team will explain the available alternatives. We will not require an exchange where applicable law entitles you to a refund.

Any difference in product price or delivery charges will be explained before the exchange is finalized, subject to applicable law.

8. Inspection and Resolution

Where an inspection is reasonably necessary, we may examine the returned product to understand its condition or verify a reported defect.

Any inspection will be carried out in a manner consistent with your statutory rights. A request will not be refused solely because you have exercised a right protected by law.

Where a statutory deadline applies to a replacement or refund, we will comply with the applicable deadline.

9. Refunds Following a Return

If a refund is due, it will be processed in accordance with our Refund Policy and applicable law.

Where required, the refund will be made using the original payment method or another legally appropriate method.

For further details, please see:

[Insert Refund Policy URL]

10. Order Cancellations

If you wish to cancel an order before it is dispatched, contact us as soon as possible.

We will make reasonable efforts to stop fulfilment where possible. If the order has already been dispatched, your applicable cancellation, return, and refund rights remain unaffected.

11. Contact Us

For all return and exchange requests, contact:

LILO Customer Support

Email: support@liloeg.com

WhatsApp: 01044278282

Please include your order number so we can locate your purchase and assist you.

This policy is subject to Egyptian Consumer Protection Law No. 181 of 2018, its applicable Executive Regulations, and any other applicable legal requirements. Where a mandatory legal right provides greater protection than this policy, the mandatory legal right will prevail.