Return Policy
1. Do you have a return policy? Can I return my product after it has reached me?
Yes, lillicassis Business Partners / Sellers have a simple return policy under which you can return a product received by you in a damaged or defective condition from the Business Partner / Seller. In the case of categories like Apparel and Footwear, the return policy is also applicable if the product does not fit you due to a size mismatch.
There is a 5 Days return policy for the Non-Digital product category(i.e. Lifestyle, Clothing, Home Textile) which means that you can request a return of the product of the non-Digital category within 5 Days of receiving the product.
lillicassis.com retains the right to examine whether the returned product is defective and/or damaged. In case the returned product is not defective or damaged, the customer will be informed about the same and the product as received will be returned to the shipping address of the customer.
In case the returned product is eligible for a replacement, lillicassis will send the replacement to the same shipping address of the customer, subject to the availability of the stock of the product.
2. Are there specific conditions under which the product returns/replacements may be rejected?
Returns for replacement/refunds/exchange under certain scenarios will NOT be accepted as given below:
i. Request for return is after 5 days of receiving the Non-Digital product (i.e. Lifestyle, Clothing, Home Textile)
ii. The product is used or is not in its original condition. The product should not be washed or ironed.
iii. Products are returned without its original packaging, freebies or accessories.
iv. The product was damaged after use/opening.
v. Incidental damage due to the malfunctioning of the product.
vi. Products like innerwear, freebies, bullion, etc. do not qualify for replacement, exchanges or refund (please refer to relevant FAQ in this regard for complete list).
vii. Any consumable item which has been used or installed.
viii. Product with tampered or missing serial number/IMEI number/UPC number.
ix. Missing manufacturer tag especially in case of apparel.
x. Any damage/defect which is not covered under the manufacturer's warranty.
3. How do I return the product? Whom should I contact in such a scenario?
It's very simple; within 5 Days return policy for Non-Digital product category(i.e. Lifestyle, Clothing, Home Textile, Kitchen & Dining, Home Decor items) you can request a return via e-mail at care@Lillicassis .com or over phone at our customer care number 0120-6189818 (08.00 a.m. to 08.00 p.m. / 7 days a week).
Alternatively, you can also submit a ticket in the 'My Account' section of your registered account at www.Lillicassis .com.
Please note that a replacement is subject to the availability of stock. In case a replacement cannot be made, we will initiate a full refund.
4. Do I need to return the product in its original box/packaging?
Yes, it's important that the product is sent back in its original packaging, original manufacturer tags, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered (including any free or complimentary items).
5. What is the resolution offered in the case of returns?
In case of a return, possible solutions are:
• Replacement of the product with a similar product (only if stocks are available with our Business Partner / Seller);
• Exchange (only for Apparel and Footwear); or.
• Refund of the price of the product (excluding the shipping charges). (View our Refund Policy for details)
6. Can I return any product purchased from Lillicassis? Are there products that can't be returned?
Yes.
7. Is there a time frame within which I have to notify Lillicassis to return the purchased product for a return/replacement?
If you wish to return or exchange a product, you must intimate Lillicassis within 5 Days return policy for Non-Digital products (i.e. Lifestyle, Clothing, Home Textile). As per our returns policy, the category-wise conditions for return/refund are as follows:
For Apparel and Footwear, if they do not fit because of a size mismatch/issue.
8. Do I need to send the product or can it be collected from my address?
Lillicassis has a smooth pick-up facility in most cases and in most cities. However, there can be a few exceptions to this depending upon the shipping address and the nature of the product. To know whether pickup is available from your shipping address or not, you can call our customer care number at ##CONTACTNO## (08.00 a.m. to 08.00 p.m. / 7 days a week) or write to us at contact@lilicassis.com.
In case we are unable to collect the returnable product from your address, you will be required to courier the product so that the same reaches our Business Partner / Seller within a maximum of 10 working days from the date of delivery of the same to you.
Please ensure that the product that is being returned is in original and unused condition, complete with the original price tags, labels, original packing, and invoice. Replacements are subject to the availability of stock. In case a replacement is not available, we will initiate a full refund.
9. Will I have to pay any charges for the returns?
We do not charge extra for returns and all replacements/pickups by us are done free of cost.
10. Will you refund the courier charges if I send the product back to you at my cost?
Yes, absolutely! You do not have to worry about the courier charges at all. In case, you return the product via courier, we advise you to use a reputed courier company that allows online consignment tracking.
We will reimburse the courier freight charges @ 10% of your order value (with a minimum of Rs. 100) or a maximum of Rs. 750, whichever is lower. The courier charges will be reimbursed only after receipt of the product.
11. In case, Lillicassis cannot collect the product that I wish to return, on which address do I need to courier it?
Once you contact our customer care center by e-mail at contact@lilicassis.com, or phone at ##CONTACTNO## (08.00 a.m. to 08.00 p.m. / 7 days a week), to confirm whether the product can be collected from your address or not, our customer care executive will inform you the address where you have to send the courier, in case it can't be collected from your address by us.
Refund Policy
1. In which scenarios does Lillicassis issue refunds?
Refunds are issued by Lillicassis only when :
•The order is canceled by the customer; or
•The customer returns a product and requests for a refund
Further Returns are not applicable on all the products of the Seller displayed on lillicassis.com. Please refer to our Return Policy.
2. What is the amount that is refunded to me?
If a customer returns the product and requests for a refund, the amount refunded would be the Price paid for the product.
3. How can I track the status of my refund after returning a product?
Once we have received the returned product, our team will verify the nature of the defect/damage. After validation, we will send you an acknowledgment via SMS to your registered mobile number.
To check the updated status of your refund you can call our customer care number at ##CONTACTNO## (08.00 a.m. to 08.00 p.m./ 7 days a week).
4. How can I track the status of my refund after canceling an order?
If your order is canceled, then you will get acknowledgment via SMS at your registered mobile number or via email at your registered email ID.
To check the updated status of your refund, you can call our customer care number at ##CONTACTNO## (08.00 a.m. to 08.00 p.m. / 7 days a week). If you are a registered customer at www.lillicassis.com, then you can also check the status of your refund in the 'My Account' section of the site.
5. I've still not received the refund in my account even though Lillicassis customer care says that they have processed the refund. Why?
If you have received an mail/SMS from us confirming your refund request, then be rest assured that we have initiated your refund request and are following up with the financial organization for the same.
Sometimes, financial organizations & banks take longer than the promised time to process the refund request internally. If this is the case, then kindly follow up with them for your pending refund after providing them the reference number given by Lillicassis customer care.
Alternatively, you can also check the status of your refund online at www.lillicassis.com in the 'My Account' section.
6. How long will it take to process my refund if I opt for a refund after returning the product?
We will process your refund after receipt of the product by Lillicassis's Business Partner / Seller. You will get an e-mail/SMS from Lillicassis when your return is accepted and your refund is processed.
7. How and where will I receive my refund amount?
Refunds on Lillicassis are based on the mode of payment used to place the order initially. Below are the refund modes initiated by us for various payment options:
a. Credit Card/ Debit Card/ Internet Banking
If Credit card, Debit card or Internet banking was used as the mode of payment while placing the order, the price paid of the product will be refunded (including the shipping charges) will be credited back to the respective credit/debit card/internet banking account provided at the time of placing the order. We initiate refund within a maximum of 4 working days after receipt of the product by our Business Partner / Seller. However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by Lillicassis.
b.Cash on Delivery
If the order was placed using payment option as Cash on Delivery, we will refund you the price paid of the product (including the shipping charges) through NEFT, cheque in favour of the "billing name" provided at the time of placing the order or refund coupon.
8. Can I get a refund for a part of my order?
Yes. You can request a refund for a part of your order if the order contains multiple sub-orders or products e.g. if you have bought a pair of jeans and a shirt as two separate products then you can get a refund only for one of the products' i.e. either the jeans or the shirt including the shipping charge borne. However, if a product comprises multiple items as a bundle, the amount of individual items will not be refunded e.g. if a bowl set comprising 4 bowls is bought by you, you cannot get a refund for a single bowl.
10. I wanted to return a product. Will Lillicassis refund the courier charges?
Yes, absolutely! In case you return the product via courier, we advise you to use a reputed courier company which allows online consignment tracking. We will reimburse the courier freight charges @ 10% of your order value (with a minimum of Rs. 100) or a maximum of Rs. 750, whichever is lower.
11. How do I track the refund of my money once I have sent the product back or it has been collected from me?
Once we have received the product, our team will verify the nature of the claim basis which it has been returned. On validation of the claim, we will update you by sending a SMS to your registered mobile number. You can also call our customer care number at ##CONTACTNO## (08.00 a.m. to 08.00 p.m. / 7 days a week) and check the status of your refund. If you are a registered customer at www.lillicassis.com, you can also check the status of your refund in 'My Account' section of your account.
12. Are all products on lillicassis.com eligible for a refund?
Yes. All products on lillicassis.com are eligible for a replacement/refund except the following Innerwear, lingerie, vests, briefs, trunks, socks, mittens, wristbands, cosmetics, perfumes, deodorants, fashion accessories, contraceptives, flowers, furniture, bullion, precious jewelry, facemasks, remote-controlled toys, and their accessories, and any free/complimentary items received with the main order.
12. What are the timelines for a refund?
| Mode of Payment | Refund Mode | Refund Time, up to |
|---|---|---|
| Credit Card | Credit Card | 4 working days |
| Net Banking | Net Banking | 4 working days |
| Debit Card | Debit Card | 4 working days |
However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of the refund by Lillicassis.
14. How do I cancel an order?
You can cancel your order by getting in touch with us via e-mail at contact@lillicassis.com or over the phone at our customer care number ##CONTACTNO## (08.00 a.m. to 08.00 p.m. / 7 days a week). Alternatively, you can also send us an email at contact@lillicassis.com. Your order will be canceled if it has not been shipped by our Business Partner / Seller and we will refund the order value, as applicable. Moreover, if the order has been shipped by our Business Partner / Seller but not yet delivered to you, you may l cancel the order by contacting us as mentioned above. Your refund will only be processed by us, as applicable, once we receive the originally ordered product back from our courier/logistics partner.
15. In which scenario will my refund get declined?
Your refund may get declined if the product that is returned by you and received by our Business Partner / Seller is not as per the process & guidelines given above and as mentioned in our Return Policy
