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Return & Refund Policy – Lillavie (EU)

Effective Date: 07-10-2025
Last Updated: 07-10-2025

At Lillavie, we want you to love your purchase.
If you are not completely satisfied, you may return eligible items within 30 days of delivery for a refund or exchange, in accordance with the terms below.

1. Overview of Return Rules

  • Returns accepted for 30 days after the delivery date.

  • The customer is responsible for the cost of return shipping.

  • No restocking fees will be charged.

  • Final sale items cannot be returned or exchanged.

2. Conditions for Returns

To be eligible for a return:

  • The item must be unused, unwashed, and in its original condition and packaging.

  • Tags, labels, and any included accessories must be intact.

  • A valid proof of purchase (order confirmation or receipt) is required.

We reserve the right to refuse returns that do not meet these conditions or appear to have been used.

3. How to Start a Return

To initiate a return:

  1. Contact us at info@lillavie.com with your order number and reason for return.

  2. Our team will confirm eligibility and provide return instructions, including the correct return address.

  3. Ship the item back using a trackable shipping method. Lillavie is not responsible for returns lost in transit.

Once your return is received and inspected, we will send you an email notification confirming approval or rejection of your refund.

4. Refunds

  • Approved refunds will be issued to your original payment method within 10–14 business days after we receive your return.

  • Original shipping fees are non-refundable, unless the item was defective or incorrect.

  • You will receive an email confirmation once the refund has been processed.

If you have not received your refund after 14 business days, please check with your bank or payment provider before contacting us.

5. Exchanges

We do not offer automatic exchanges.
If you wish to exchange an item, please return the product for a refund and place a new order for the replacement item.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at info@lillavie.com.
We will arrange for a replacement or refund at no additional cost to you.

7. Non-Returnable Items

The following items are not eligible for return or refund:

  • “Final sale” or discounted items marked as non-returnable

  • Personalized or custom-made products

  • Opened hygiene-sensitive products (such as worn baby clothing or opened toy packaging)

8. International Returns

The customers are responsible for:

  • Return shipping costs

  • Any customs duties or taxes related to the return shipment

Please ensure that all international returns are clearly marked as “Returned Goods” to avoid additional import charges.

9. Contact Us

If you have any questions about this policy or your return, please contact us:
📧 info@lillavie.com