Handling Faulty Items

If a product you received is faulty, we will resolve the issue promptly and find the best solution for you — usually within a few working days.

Your statutory rights

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. We are responsible for faults caused by the manufacturer or seller. For customers in the EU, a 2-year legal guarantee of conformity applies from the date of delivery.

30-day right to reject

If your item is faulty, you have the right to reject it within 30 days of delivery and receive a full refund. If a fault appears within the first 6 months, it is assumed to have been present at delivery unless we can show otherwise.

Repair, replacement or refund

After the first 30 days, you are entitled to one repair or replacement of the faulty item, free of charge and within a reasonable time. If the fault is not resolved, you may request a price reduction or reject the item for a refund (the "final right to reject").

When a complaint does not apply

We are not responsible for faults caused by improper use, storage or normal wear. Increased sensitivity or an allergic reaction to a product is not in itself a defect. Faults in free gifts or additional items that were not part of your order are not grounds for a complaint. Product photos on our website are illustrative — packaging may differ if updated by the manufacturer.

How to file a complaint

Please contact us at support@lipsell.com describing the issue. We will provide a reasoned reply within 14 days of receiving your request and keep you informed of its receipt, acceptance or rejection by email, text message or phone.

If we cannot reach agreement

If you are not satisfied with our response, you may refer the dispute to a certified alternative dispute resolution (ADR) body, or to the competent consumer authority in your country. The EU Online Dispute Resolution platform was discontinued on 20 July 2025 and is no longer available.

Evidence

If a parcel arrives damaged or items are missing, we recommend keeping all packaging for at least 5 business days — photos of defects speed up the resolution.

Contact

We will be happy to answer any questions about complaints at support@lipsell.com.