Last Updated: October 21, 2026
At LILO, we want every purchase to be a positive experience for you and your pet. This policy explains how refunds are handled for orders placed through our website.
This policy must be read alongside our Return & Exchange Policy and applicable Egyptian consumer protection law. It does not limit any statutory right to cancel, return, replace, or obtain a refund.
1. When a Refund May Be Available
Depending on the circumstances and applicable law, you may be eligible for a refund in the following situations:
A. Eligible Change-of-Mind Returns
For eligible online purchases, you may have the right to return a product and receive a refund within 14 days of receiving it, without giving a reason, subject to the exceptions established by applicable law.
B. Defective or Non-Conforming Products
If a product is defective, does not match its description, or fails to conform to the agreed specifications, you may be entitled to a replacement or refund under Egyptian consumer protection law.
The applicable statutory period includes 30 days from receipt for the relevant defective or non-conforming goods, subject to the law and any applicable legal provisions.
C. Cancelled Orders
If an order is cancelled before dispatch, or LILO is unable to fulfil a confirmed order, any refund due will be handled in accordance with the applicable payment terms and legal requirements.
D. Other Legally Required Refunds
Refunds may also be available in other circumstances where required by law or agreed with the customer.
2. Products That May Be Excluded from Change-of-Mind Returns
Egyptian law provides for specific exceptions to the general change-of-mind return right.
Whether an exception applies depends on the product’s nature, condition, and circumstances. A product is not automatically excluded simply because it is a pet product.
Any exclusion will be applied only where legally justified. Defective-product rights and other mandatory consumer protections remain unaffected.
3. How to Request a Refund
To request a refund, contact our customer support team through either channel:
- Email: support@liloeg.com
- WhatsApp: 01044278282
Please include:
- Your order number.
- The name of the product.
- The date you received the order.
- The reason for your request, where relevant.
- Clear photographs or videos if you are reporting damage, a defect, or a product that does not match its description.
We may request additional information reasonably necessary to assess the request. You do not need to provide a reason where the law gives you an unconditional right to return an eligible product.
4. Refund Review and Return Instructions
Our team will review your request and explain the next steps.
Where a product must be returned, we will provide the relevant return instructions and confirm the appropriate collection or return arrangement.
Please do not send products to an address that has not been confirmed by our team.
We will not use an internal review process to delay or override a statutory refund or remedy.
5. Refund Amount and Return Costs
Refunds will be calculated in accordance with applicable law and the circumstances of the order.
Where the law requires a refund without additional cost to the consumer, LILO will not impose an unlawful return fee, restocking fee, or other charge.
For eligible change-of-mind returns, any permitted shipping arrangements and associated costs will be handled in accordance with applicable legal requirements.
For defective or non-conforming products, the consumer’s statutory rights, including applicable rights to a remedy without additional cost, will be respected.
6. How Refunds Are Processed
Where possible and legally required, refunds will be returned using the original payment method.
The time needed for the funds to appear in your account may depend on the payment provider, bank, or payment method.
Where a statutory deadline applies, LILO will comply with that deadline. For remedies covered by the applicable Egyptian consumer protection provisions, the law may require the refund or replacement process to be completed within the relevant statutory period.
If you paid by cash on delivery, our team will contact you to arrange an appropriate refund method, subject to verification and applicable law.
Refund processing details to confirm before publication:
- Payment gateway(s): [Insert provider names]
- Refund method for cash-on-delivery orders: [Insert approved procedure]
- Customer notification process: [Insert procedure]
7. Partial Refunds and Order Adjustments
Where an order contains multiple products, a refund may relate to one or more eligible items rather than the entire order, depending on the request and applicable law.
Any adjustment to delivery charges or other order components will be made in accordance with the applicable legal requirements and the circumstances of the purchase.
8. Refund Confirmation
Once a refund has been initiated, we will notify you through the contact details associated with your order, where reasonably possible.
Please keep your order confirmation and any refund reference supplied by our team until the transaction is complete.
If a refund appears to be delayed, contact us with your order number so we can investigate.
9. Exchanges Instead of Refunds
If you prefer an exchange, we will explain the available options, subject to stock availability and your statutory rights.
An exchange will not be imposed as a substitute for a refund where the law entitles you to a refund.
Please refer to our Return & Exchange Policy for additional details.
10. Contact Us
For refund requests and questions, contact:
LILO Customer Support
Email: support@liloeg.com
WhatsApp: 01044278282
Please include your order number whenever possible so we can assist you efficiently.
LILO applies this policy subject to Egyptian Consumer Protection Law No. 181 of 2018, its applicable Executive Regulations, and any other applicable legal requirements. Where this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.