Refund policy

Lillian

Last Updated: [January 9, 2026]

Introduction

At Lillian, we create unique, handmade pieces with care and intention. Due to the artisanal nature of our products and the limited availability of our designs, this policy is structured to ensure clarity, fairness, and compliance with applicable Indian consumer laws.

By placing an order with Lillian, you agree to the terms outlined below.

1. Handmade Products & Natural Variations

All Lillian products are handmade. As a result, minor variations in stitching, weave, texture, color tone, or finish are natural characteristics of handcrafted items and do not constitute defects. These variations are an inherent part of the product’s authenticity and individuality.

Many of our designs are produced as single pieces or in very limited quantities. Accordingly, an identical replacement may not always be available.

2. Returns & Exchanges

Lillian does not accept returns or exchanges for the following reasons:

  • Change of mind after purchase

  • Incorrect size selection by the customer

  • Personal preference or dissatisfaction

  • Color or design variations caused by screen resolution, lighting, or photography

Returns or exchanges will only be considered if the product:

  • Is physically damaged at the time of delivery

  • Has a functional manufacturing defect

  • Is materially different from the item ordered

3. Shipping & Transit Responsibility

We partner with reputed third-party logistics providers for order delivery. While shipment is handled by external courier services, all orders are dispatched from our studio after quality checks.

If a package appears damaged, crushed, opened, or tampered with upon delivery, customers are advised to photograph and videography the outer packaging before and while opening it.

Lillian will assist in coordinating with the logistics partner and, subject to verification and compliance with claim requirements, provide an appropriate resolution, which may include a replacement, repair, or refund, as applicable.

4. Claim Requirements & Reporting Timeline

To enable timely verification and resolution, customers must report any damage, defect, or discrepancy within 48 hours of delivery. Delayed reporting may limit our ability to investigate the issue.

The following documentation is required:

  • Original Invoice: A copy or clear image of the invoice received with the package

  • Unboxing Video: A clear, continuous video showing the sealed package being opened for the first time

  • Photographic Evidence: High-resolution images clearly depicting the issue

Claims may not be accepted if sufficient evidence is not available to reasonably verify the reported concern.

5. Resolution of Approved Claims

Due to the limited-stock and handmade nature of Lillian products, approved claims may be resolved through one of the following options, depending on feasibility and availability:

  • Replacement, if an identical or similar item is available

  • Repair, if the issue is minor and repairable (shipping costs covered by Lillian)

  • Refund, if the item is a single-piece design and replacement or repair is not possible

6. Order Cancellations

As a small startup, Lillian processes orders promptly after confirmation.

  • Orders may be cancelled within 6 hours of placement.

  • Orders cannot be cancelled or modified once dispatched.

7. Policy Acceptance

By placing an order on our website or through any official Lillian sales channel, you confirm that you have read, understood, and agreed to this Return, Refund & Cancellation Policy. All terms are subject to applicable Indian consumer protection laws.