Return & Refund Policy

↩️ RETURN & REFUND POLICY

At Lilac Love, we take pride in the quality and care behind every product. Because our products are cosmetic and used on the skin, all sales are final. We don't accept returns or exchanges for personal preferences — such as shade mismatch, texture feel, or product suitability.

⚠️ Important: Cosmetic Results Vary

Cosmetic results can vary from person to person based on:

  • Individual skin type

  • Lip condition

  • Skin tone

While most of our customers love our products, they may not deliver the same experience for everyone. A product that works beautifully for one person may not suit another — this is normal and expected with personal care and beauty products.

Dissatisfaction due to personal expectations or product performance on your skin or lips does not qualify for a return, refund, or replacement.

✅ When We Offer Replacements or Refunds

We only offer a replacement or refund in two cases:

  • Damaged product

  • Wrong product received

📹 Unboxing Video Is Mandatory

To be eligible for any refund or replacement, a clear unboxing video is strictly required — starting before the package is opened. (There's also a sticker at the opening to remind you to record unboxing proof.)

Claims without this proof will not be accepted.

📦 1. Damaged Products

If your product arrives damaged, 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'll 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 with

  • Subjective dissatisfaction like shade mismatch, texture, or performance on lips or skin

  • Minor packaging damage that doesn't affect product quality

✉️ Still Have a Concern?

For any genuine issues, write to us at support@lilaclove.in with your order details — we're here to help with honesty and integrity.