Return & Refund Policy
All products come with a free replacement warranty valid for 30 days from the date of delivery.
If you received an incorrect item or if the item is defective/damaged, please contact us within 30 days of receiving your order and we will happily replace the item at no additional cost to you.
We can only offer you replacements at no additional cost if they fall under the below criteria:
- Items are faulty – damaged/broken or soiled upon arrival
- Items are of incorrect size/color delivered
- Receipt of a wrong item
Typing errors in personalized products will only be exchanged if the error was caused by us. Please pay attention to what you type.
Eligible items may be returned for Store Credit only. Return requests must be submitted within 30 days of your delivery date.
To be eligible for a return, your item must be unused and unopened. It must also be in the original packaging.
The 30 day warranty only covers defective products. If your pet does not like the product or you have ordered the wrong size/color, we grant you a 40% discount on your next purchase.
Steps for Receiving a Refund
- In order to receive your refund please email at [email protected] with a detailed reason for return.
- Attach pictures and/or videos of the product that you wish to return that support your reason. Please attach multiple pictures of the package that you received so that we can resolve the request faster.
- Upon receiving your request, we’ll begin processing it and drop you an update. Once your return request is confirmed, kindly send the package to our returns center the address of which is given at the bottom of this page.
- Please send the parcel to our returns center and provide us the tracking number & the link. We will not be responsible for lost or missing packages.
- You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.
- If a sticker is provided, the cost of return shipping will be deducted from your refund.
- Please make sure you send the item back as a gift since we don’t cover customs fees for returns.
- If the item(s) are still in transit, we can not provide any refunds until the item arrives in our possession.
Upon the receipt of your package, your products will be examined and a refund will be issued to your original method of payment.
A refund receipt will be emailed to the email address you used while making your original purchase.
I Still Haven’t Received My Refund
- If you haven’t received a refund yet, first check your PayPal/bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Can I Cancel My Order?
Yes. Orders can be canceled within 24 hours from the time of purchase. We fulfill all orders within 24 hours. So, if it has been more than 24 hours, we can no longer cancel the order as it has been fulfilled by that time.
Send us an email within 24 hours and let us know the reason why you wish to cancel your order. Upon receipt, we will process your request and a refund if applicable will be issued within 24-48 hours.
Do note that there will be an administrative charge of around 25% for all refunds due to cancellations.
- We do not accept returns or exchanges once 30 days have passed.
- We do not accept returns or refunds if customers change their mind after receiving their order(s)
- Please ensure that all the information you provide is correct before placing your order to make sure that your parcel reaches you in time and does not get lost in transit. All customers must provide a phone number while ordering.
- Lilly & Max will not be held liable for any lost, stolen or misroute parcels. This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
- All items purchased from Lilly & Max are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
- Our policy lasts 30 days from the date of delivery. If 30 days have gone by since the date of delivery, we can’t offer you a refund or an exchange.
- Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for a refund. We reserve the right to decline any item that comes back to us used.
- Lilly & Max will not be held liable for packages that are returning to the sender due to incorrect information on the address. Customers are advised to carefully enter the correct address otherwise, the package may not be delivered. If you think you have entered the wrong address, you need to contact us immediately in order for us to correct it.
- Do not send the package back to the manufacturer/to the address it came from. Please send it to our returns center the address of which is mentioned below. Lilly & Max will not be responsible for packages that are returned to the sender.
- In the case that the customer provides us with an incorrect shipping address and the item is delivered, Lilly & Max will not be responsible for the same.
There are certain items where no refunds are granted
- Book with obvious signs of use.
- CD, DVD, VHS tape, software, video games, video game consoles, cassette tape, or vinyl record that has been opened.
- Costumes, Party masks or any Seasonal items.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.