Thank you for shopping at Lily Ceylon (Pvt) Ltd (thelilyceylon.com). We value your satisfaction and strive to provide you with the best online shopping experience possible. If, for any reason, you are not completely satisfied with your purchase, we are here to help.
Returns
We accept returns within 7 days from the date of delivery. To be eligible for a return, your item must be unused, unopened where applicable, and in the same condition that you received it. It must also be in the original packaging with proof of purchase (order number or receipt).
Refunds
Once we receive your return and inspect the item, we will notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment within 5 business days. Please note that the refund amount will exclude any shipping charges incurred during the initial purchase, unless the return is due to our error. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
If you would like to exchange your item for a different product or variant, please contact our customer support team within 7 days of receiving your order. We will provide you with further instructions on how to proceed with the exchange, subject to stock availability.
Non-Returnable Items
Certain items are non-returnable and non-refundable. These include:
- Opened or used incense sticks, reed diffusers, and car diffusers
- Products that have been used, burned, or altered from their original condition
- Personalized or custom-made items
- Items marked as final sale or clearance
- Gift cards or promotional vouchers
Damaged or Defective Items
In the unfortunate event that your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the product and packaging. We will arrange for a replacement or issue a refund, depending on your preference and product availability.
Return Shipping
You will be responsible for paying the shipping costs for returning your item unless the return is due to our error (e.g., wrong item shipped, defective product). In such cases, we will provide you with a prepaid shipping label or reimburse reasonable return shipping costs.
Processing Time
Refunds and exchanges will be processed within 5 business days after we receive your returned item. Please allow additional time for your payment provider to reflect the refund.
Contact Us
If you have any questions or concerns regarding our refund policy, please contact us:
- Lily Ceylon (Pvt) Ltd
- Email: info@thelilyceylon.com
- Phone: +94702831695
- Website: thelilyceylon.com/contact-us