Return & Refund Policy – Lilac Love
At Lilac Love, we take great pride in the quality and care behind every product. All sales are final, and we do not accept returns or exchanges for reasons related to personal preferences, such as color mismatch, texture feel, or product suitability.
Important Notice on Cosmetic Product Performance
Please note that cosmetic results may vary from person to person based on factors such as:
Individual skin type
Lip condition
Skin tone
While our products have been loved by the majority of our customers, they may not deliver the same experience for everyone. A product that works wonderfully for one person may not suit another — this is completely normal and expected in the case of personal care and beauty products.
Dissatisfaction due to personal expectations or product performance on your skin/lips does not qualify for a return, refund, or replacement.
We Only Offer Replacements or Refunds Under the Following Conditions:
Damaged Product
Wrong Product Received
UNBOXING VIDEO IS MANDATORY
To be eligible for any refund or replacement, a clear unboxing video (starting before the package is opened there is an sticker also at the opening just to remind an unboxing proof) is strictly required. Claims made without this proof will not be accepted.
1. Damaged Products
If your product arrives damaged, please contact us within 5 days of delivery at support@lilaclove.in, with:
Your Order ID
A proper unboxing video and images of the damage
Once verified, we will issue a replacement or store credit.
2. Incorrect Product Received
If you receive a product different from what you ordered, contact us within 5 days of delivery with:
Your Order ID
A clear unboxing video showing the incorrect item
We may require the incorrect item to be returned unused in its original packaging. Once received, the correct item will be shipped.
Refund Eligibility
Refunds will be issued only if:
The item was damaged or incorrect
You reported it within 5 working days
You provided a valid unboxing video
Approved refunds are processed within 5–7 business days through the original payment method.
Not Eligible for Refund or Replacement:
Claims after 5 days of delivery
No unboxing video provided
Product is used, opened, or tampered
Subjective dissatisfaction like shade mismatch, texture, or performance on lips/skin
Minor packaging damage that doesn’t affect product quality
For any genuine concerns, write to us at support@lilaclove.in with your order details — we’re here to help with honesty and integrity.