Refund policy

Right of Withdrawal, Returns and Refunds

Last updated October 4, 2026

1. Right of Withdrawal

As a consumer, you generally have a 14-day right of withdrawal when shopping in our online store.

The withdrawal period begins on the day after you, or a person designated by you, receive the goods. For orders delivered in multiple shipments, the period normally begins on the day after the final item is received.

You must clearly inform us that you wish to exercise your right of withdrawal within the applicable period.

Send us an email at hello@lilbi.no with your order number and details of the items you wish to return, and we will provide you with return instructions. You must notify us of the return within 14 days of receiving the goods.

After notifying us, you must send the goods back no later than 14 days thereafter.

2. Product Condition and Variations

Regular Products

We do our best to describe and display our products as accurately as possible. However, colours and details may vary slightly depending on screen settings, lighting conditions and any changes made by the manufacturer.

Minor variations that are normal for the product’s material or manufacturing method are not necessarily considered a defect or lack of conformity.

Pre-Loved Products

Pre-Loved products are second-hand, and signs of previous use should therefore be expected. These may include wash wear, fading, pilling, minor stains, marks, repairs or other cosmetic imperfections.

Each item is assessed individually and assigned a condition grade. Significant signs of wear or particular imperfections are described or shown on the product page.

Minor signs of wear that are natural considering the item’s age and stated condition may occur without every individual mark being specifically described or photographed.

Signs of wear and imperfections disclosed in the product description, images or condition grade are considered part of the agreed condition of the item and therefore do not constitute a lack of conformity.

If the item differs materially from the information provided before the purchase, the usual rights under the Norwegian Consumer Purchases Act apply.

Outlet Products

Outlet products are sold at a reduced price because the item differs from a regular new product. This may be due to, among other things, a minor manufacturing defect, a cosmetic imperfection, damaged or missing original packaging, or the item having been unpacked and used briefly for photography or styling. Such items may therefore have minor marks or signs of handling.

All Outlet products are inspected before being offered for sale. The specific reason why an item is sold as an Outlet product, as well as any known defects, deviations and any missing packaging, labels or accessories, is described or shown on the product page. Images of the item form part of the product description.

The price reflects the disclosed condition of the item. The customer should therefore expect the defects, deviations and signs of handling that have been described or shown.

Before the purchase, the customer will be specifically informed of the particular deviation and must expressly accept it. A deviation that has been clearly disclosed and specifically accepted is considered part of the agreed condition of the item and does not, in itself, provide grounds for a claim.

We do not sell Outlet products if the defect may affect the safety of the product or make the item unsuitable for normal use.

If the item has other defects or deviations that the customer was not informed of before the purchase, the usual rights under the Norwegian Consumer Purchases Act apply. The standard right of withdrawal also applies to Outlet products.

3. Condition of Goods When Returned

You have the right to open the packaging and inspect the goods in the same way as you would normally do in a physical store.

When returning an item, it should:

• not have been used more than necessary to establish the nature, characteristics and functioning of the goods
• be returned with all parts, labels and accessories supplied with it
• be securely packaged, preferably in the original packaging if it is still available

The absence of the original packaging does not automatically mean that you lose your right of withdrawal. However, you may be responsible for any diminished value of the goods if they have been handled beyond what was necessary to inspect them.

You are responsible for ensuring that the goods are securely packaged for return.

4. How to Make a Return

Contact us at hello@lilbi.no before sending the goods back.

Please provide:

• your name
• your order number
• the item you wish to return
• whether the return concerns the right of withdrawal or a defect in the item

We will provide you with information on where and how to return the goods. Do not send the return to another address before receiving return instructions from us.

When exercising the right of withdrawal, the customer bears the direct cost of returning the goods unless otherwise agreed.

If the goods are defective, damaged or do not correspond to the order, LilBi AS will cover the necessary return costs in accordance with applicable consumer law.

5. Damaged or Defective Goods

Please inspect your order as soon as you receive it.

If an item is damaged, defective or does not correspond to what you ordered, please contact us as soon as possible at hello@lilbi.no.

Please provide your order number and, if possible, include photographs showing the item, the damage and the packaging. This will help us process your case.

We will assess the matter and offer a solution in accordance with the Norwegian Consumer Purchases Act. Depending on the circumstances, this may include repair, replacement, a price reduction, termination of the purchase or a refund.

A claim concerning a defect and the exercise of the right of withdrawal are two different rights. The right of withdrawal applies when you wish to withdraw from the purchase without there necessarily being anything wrong with the goods. A claim concerning a defect applies when the goods have a defect or lack of conformity.

6. Refunds

When you exercise your right of withdrawal, we will refund the amount without undue delay and no later than 14 days after receiving your notification.

We may withhold the refund until we have received the goods back or until you have provided evidence that the goods have been returned, whichever occurs first.

If you return the entire order, we will also refund the cost of the least expensive standard delivery method that we offered at the time of purchase. Additional costs resulting from your choice of a more expensive delivery method will not be refunded.

If you return only part of an order, the original delivery cost will normally not be refunded.

When exercising the right of withdrawal, the customer is responsible for the cost of return shipping. This does not apply if otherwise agreed or if the return concerns an approved claim relating to a defect.

For larger items that, due to their nature, cannot be returned as a standard postal parcel, the return cost may be higher. Information about this and an estimate of the return cost will be provided on the product page before the purchase is completed.

The refund will be made using the same payment method used for the purchase, unless otherwise expressly agreed. The customer will not be charged any fee for the refund itself.

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply, among other things, to:

• goods made to the customer’s specifications or that have been clearly personalised
• sealed goods which are not suitable for return for health protection or hygiene reasons if the seal has been broken after delivery

Opening ordinary shipping or product packaging does not, in itself, mean that the right of withdrawal is lost.

The exception for hygiene products applies only where the product is sealed, is not suitable for return for health protection or hygiene reasons, and the seal has been broken.

8. Uncollected Parcels

A parcel that is not collected or accepted is not automatically considered a valid exercise of the right of withdrawal. You must clearly inform us if you wish to withdraw from the purchase.

If an uncollected parcel is returned to us, we may, to the extent permitted by law, require reimbursement of documented costs associated with shipping and return.

9. Contact Information

LilBi AS
Org. no. 937 881 339
Haakon VII's gate 8A
9011 Tromsø
Norway

Email: hello@lilbi.no
Website: lilbi.no