This policy explains when you can cancel an order, request a refund, or exchange a physical product purchased from Lyliad.
You may be eligible for a return/refund if:
● You request it within 30 days of delivery (or within 30 days of purchase if delivery confirmation is not available).
● The item is unused, in original condition, and includes original packaging where applicable.
● You provide proof of purchase (order number/receipt).
Damaged, defective, or wrong item: If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos and your order number. We will assess and offer a replacement, exchange, or refund as appropriate.
● To request a return or exchange, email info@lyliad.com with your order number and reason.
● If approved, we will provide return instructions.
● Refunds are issued to the original payment method only.
● After we receive and inspect the return, refunds are typically processed within 5–10 business days. Bank/payment provider processing times may add additional days.
The following may be non-refundable:
● Customized or personalized items (for example, initials, custom sizes, special requests), unless defective.
● Items returned used, damaged (not due to shipping), or missing original components/packaging.
● Gift cards (if applicable).
● Orders can be canceled only before shipment/dispatch.
● Once an order is shipped, it cannot be canceled and must follow the return process after delivery.
We may cancel an order due to stock unavailability, suspected fraud, pricing errors, or shipping restrictions. If we cancel, we will refund the amount paid to the original payment method.
Exchanges may be permitted if the returned item meets the eligibility requirements and the replacement item is available. If the replacement item price differs, you may need to pay the difference or receive a partial refund based on the approved case.
Because orders are shipped through carriers, delivery times are estimates. Delays caused by carriers or customs do not automatically qualify for refunds. If a shipment is confirmed lost by the carrier, we will work with you to resolve it via replacement or refund depending on the situation.
We are not responsible for delays or failures caused by events beyond our reasonable control (including carrier disruptions, customs delays, strikes, power/internet outages, or natural events). We will make reasonable efforts to fulfill orders as soon as possible.
Email: info@lyliad.com
Website: lyliad.com