Return & Refund Policy

At LillyandMax, customer satisfaction is our top priority. To ensure a seamless shopping experience, we have developed a Return & Refund Policy that is simple and hassle-free. The available return and refund options for each item can be found under the ‘Shipping & Returns’ tab on its product page.

What is Your Small Items Return and Refund Policy?

If you’re not 100% unconditionally satisfied with your purchase, you can return the product for a refund or exchange within 30 days of delivery. We reserve the right to refuse service for any damaged or defective item reported more than 30 days after the delivery date. The item(s) must be unused and placed in their original packaging. For non-defective items, you will be responsible for the return shipping cost.

We can only offer you replacements at no additional cost if they meet the following conditions.

  • Items arrive damaged or missing parts.
  • Items are not the correct size or color you ordered.
  • You receive the wrong item.

We do not accept returns or exchanges for the following items:

  • Items marked as “Non-Returnable” on the sale page
  • Products that have been used
  • Products without original product packaging
  • Customized or personalized items
  • Clearance items
  • Gifts

What is Your Large Items Return and Refund Policy?

Every large item comes with a 90-day warranty against manufacturer defects, starting from the date of delivery. Within this warranty period, you can request a refund or a replacement of the entire product, or a partial replacement if applicable, in the event of a manufacturing defect. We reserve the right to refuse service for any damaged or defective item reported more than 90 days after the delivery date.

We will cover return shipping costs for the following reasons.

  • Item has a manufacturing defect
  • We sent the wrong item
  • Your item is damaged or defective

You will be responsible for the return shipping fees in the following situations:

  • You made a mistake with your order, such as providing incorrect information or ordering the wrong color/size.
  • The product has been used excessively or not according to instructions and maintenance guidelines.
  • You changed your mind about the purchase.
  • You no longer need the item.
  • You’re not at home to receive the delivery attempt, and the product is returned to us.
  • You made an incorrect installation

How to Request A Return or Replacement?

To request a return or replacement, please follow these steps.

  1. Contact our customer service team within 30/90 days of the delivery date.
  2. Provide your order number and the reason for the return or replacement.
  3. If applicable, upload photos or videos showing the issue with the entire item.
  4. Wait for our customer service team to review and approve your request.
  5. If your request is approved, we will gladly provide you with a return shipping label or refund on a case-by-case basis.
  6. Once we receive the returned item, our team will inspect it and process your refund or replacement accordingly.

Please note that we do not take ownership of returned items until they arrive at our returns center. At our discretion, a refund may be issued without requiring a return. In such cases, we do not take ownership of the refunded item. Shipping fees collected on the order will not be refunded.

If an order is returned because you refused delivery, you will be responsible for any shipping charges incurred. The appropriate return shipping fee will be deducted from your refund, and a restocking fee may apply.

If an order is returned due to an incorrect address, you will be responsible for the return shipping fee as well as the new shipping fee to reship the item to the correct address.

Frequently Asked Questions

Will I have to pay for return shipping fees?

Yes, you will have to pay for return shipping fees unless the reason for the return is a manufacturing defect, wrong item sent, or damaged/defective item. In such cases, our customer service team will provide you with a return shipping label.

What if I no longer have the original packaging for the item?

We understand that sometimes it may not be possible to keep the original packaging. In such cases, please contact our customer service team, and they will assist you in finding an appropriate solution.

How long does it take for a refund to be processed?

Once your returned item is received and inspected, we will send you an email notification to inform you of the status of your refund. If the refund is approved, it generally takes 3-5 business days, though in some cases, it may take up to 2 weeks.

Can I change the delivery address?

You can contact our customer service team to make changes to the delivery address if your order has not been shipped yet. However, if the order has already been shipped, unfortunately, we cannot change the delivery address.

Can I cancel my order after it has been shipped?

You cannot cancel an order once it has been shipped.

What if my package is lost or stolen?

If your package is lost or stolen, please contact our customer service team immediately. We will work with the shipping carrier to investigate and resolve the issue as soon as possible. If necessary, we may also send a replacement order to you.

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