Return, Refund & Exchange Policy
At Lillaa, your satisfaction and safety are our top priorities. We are committed to 100% Purchase Protection by offering:
- Authentic, high-quality products
- Secure payment gateways
- Simple and transparent return & exchange options
1. Important Definitions
- Sale / Clearance Items: Products sold at discounted prices
- Non-Sale (Fresh) Items: Products sold at full price
2. How to Raise a Return / Exchange Request
- Submit the Return/Exchange form within 5 days of delivery
- Our team will review your request and update the status via the Return Portal
3. Damaged / Defective / Wrong Item
Eligibility
If you receive:
- A damaged product
- A manufacturing defect
- A wrong item
How to Raise a Request
- Submit the request within 24 hours of delivery
- Provide:
- Clear product photos
- Mandatory unboxing video (from sealed package to opening, without cuts)
⚠️ Requests submitted after 24 hours will not be accepted
⚠️ Requests via Instagram, Facebook, WhatsApp, or calls will not be considered
Resolution
- Replacement OR
- Refund (if the same product is unavailable)
Important Notes
- All products are quality checked before dispatch, though rare errors may occur
- Customized items (Pico Fall, Blouse Stitching, Lehenga Stitching) are non-returnable & non exchangeable
- If pickup is unavailable, the customer must self-ship the parcel within the given timeline
- Shipping credit up to ₹120 will be provided upon sharing the tracking slip on the Return Portal
- COD charges are non-refundable
4. Returns (Change of Mind / Not Liked / Personal Preference)
If you are not satisfied with the product, you may request a return or exchange (except for non-returnable items listed below).
Non-Returnable / Non-Exchangeable Items
- Products purchased during sale, promotion, or clearance
- Products purchased using coupon codes or promotional offers
- Customized, stitched, or altered items
Eligibility
- Request must be raised within 5 days of delivery
- ₹200 processing fee per item
- Items must be unused, unwashed, and returned with original tags & packaging
- Customer must self ship the return parcel within the given timeline
Process
- Submit Return/Exchange form
- Wait for approval
- Ship the product within the given timeline
- Share tracking details on the Return Portal
Refund
- No cash refund
- Amount will be issued as store credit (lifetime validity)
- COD charges are non refundable
5. Refund Method
- Prepaid Orders: Refund to the original payment method (for Damaged / Defective / Wrong Item)
- COD Orders: Refund issued as store credit (coupon code only)
Once the returned item passes quality check:
- Refund/store credit will be issued after deducting applicable charges
- Store credit has no expiry
6. Refund Timeline
- Return received & verified: 5–7 working days approx
- Refund processing: 1 working days
7. Size Issue Policy
- No returns for size-related issues
- Exchange allowed only if an incorrect size is delivered
- If delivered size matches the order → no return / refund
- Exchange allowed only for the same product (subject to availability)
Refund
- Not applicable for size issues
- Allowed only in case of defect, damage, or wrong item
8. Exchange Policy
- Exchange process is the same as the return process
- Subject to product availability
- Exchanged/Replaced product will be delivered with in 7 days
9. Beads & Sequins Disclaimer
- Minor loosening of beads/sequins may occur during handling or shipping
- This is a natural characteristic of such products
- Easily fixable by a local tailor
⚠️ Returns/refunds are not applicable for minor issues
10. Customization Orders
- Prepaid orders only (No COD)
- No return / exchange / refund
- Processing time: 6–7 working days
- Charges start from ₹500
- No changes or cancellations once confirmed
11. Working Hours
- Monday to Saturday: 10:00 AM – 6:00 PM (IST)
- Closed on public holidays
- Queries outside working hours will be addressed on the next working day
12. Cancellation Policy
- Cancellation allowed within 12 hours of placing the order
- A 2.5% processing fee will be deducted
- Remaining amount will be refunded
13. General Guidelines
- Product colors may vary slightly due to lighting and screen settings
- Minor variations in color, weight, and detailing may occur
- Please check product pages for specific return conditions
- Policy is subject to change without prior notice
- Placing an order implies acceptance of this policy
14. Happiness Guaranteed 💖
If you face any issues, we’re here to help.
📩 Email: info@lillaa.com
📲 WhatsApp: +91 8866020019
Thank you for shopping with Lillaa. We truly appreciate your trust and support.
Updated at 31 march, 2026
