Lavy & Lilac Fashion Studio
At Lavy & Lilac, we carefully inspect and pack our products before dispatch. Our policy is designed to provide a clear process for genuine product issues while protecting against misuse of the exchange and refund process.
1. General Policy
Lavy & Lilac Fashion Studio does not offer a general return-for-refund facility. Eligible customers may request an exchange in accordance with this policy. All exchange and refund requests are subject to verification and applicable law.
2. Exchange Period
An exchange request should be submitted within 7 calendar days of delivery. Requests submitted after this period may not be accepted unless the circumstances require otherwise under applicable law.
3. Conditions for Exchange
The product must generally be:
- unused;
- unworn;
- unwashed;
- unaltered;
- free from stains, odours, makeup, perfume or other signs of use;
- in original condition;
- accompanied by original tags where applicable;
- accompanied by original packaging where reasonably applicable.
Products that have been altered, washed, worn, damaged after delivery or otherwise used may not qualify for exchange.
4. Non-Exchangeable Circumstances
Exchange requests may not be accepted where:
- the product has been worn;
- the product has been washed;
- the product has been altered;
- tags have been removed where tags are required for eligibility;
- the product has been damaged after delivery;
- the product has stains, odours or signs of use;
- the product has been damaged because of improper care;
- the customer ordered incorrectly and the product is not eligible under the exchange terms;
- the exchange request is outside the applicable exchange period.
5. Damaged or Incorrect Product
If you receive a damaged, incorrect or materially defective product, contact us as soon as reasonably possible after delivery.
Please provide:
- Order number;
- photographs of the outer package;
- photograph of the shipping label;
- photographs of the product;
- photographs of the defect/damage;
- video evidence of the package opening is mandatory for any such claims;
- continuous unboxing video where available.
6. Unboxing Video
A continuous unboxing video is required for claims relating to missing items, transit damage, package tampering or other issues that could reasonably be verified through the condition of the package at the time of opening.
The video should ideally show:
- the unopened package;
- the shipping label;
- the condition of the package;
- the complete opening of the package; and
- the product immediately after opening.
The unboxing video assists Lavy & Lilac in verifying whether an issue may have occurred during packing, transit or delivery.
7. Verification
All damage, defect, missing-item and incorrect-product complaints are subject to review. We may request additional photographs, videos, information or other reasonable evidence. We also require the product to be returned for inspection before approving an exchange.
8. Free Exchange Shipping
Where our verification confirms that:
- Where our verification confirms that:
- the wrong product was supplied;
- the product arrived damaged;
- a material manufacturing defect is established; or
- an item included in the order was missing,
- Lavy & Lilac will arrange the applicable return/replacement shipping at no additional cost to the customer.
9. Exchange Approval
An exchange is not considered approved merely because a request has been submitted. The request must first be reviewed and approved. Once approved, as applicable to the existing policies, the customer will receive exchange instructions.
10. Unauthorised Returns
Do not send products to an address obtained from an old order, invoice, courier label or any other source without receiving written return instructions. Unauthorised returns may not be processed.
11. Replacement Product
Replacement is subject to availability and vendor confirmation. If the exact product is unavailable at the time the exchange is approved, Lavy & Lilac may, at its discretion and after checking with the vendor/manufacturing units, offer one of the following:
- the same product with a revised delivery timeline, subject to the availability of the required raw materials, fabrics, trims and other components necessary for manufacturing the replacement product, as well as the vendor’s production schedule;
- another readily available product of the same value, excluding shipping charges;
- a comparable alternative product of the same value, excluding shipping charges; or
- another mutually agreed solution.
12. Refunds
Lavy & Lilac does not provide routine refunds for:
- change of mind;
- no longer wanting the product;
- personal preference;
- minor colour variation caused by display/device differences;
- incorrect selection by the customer where no legal remedy applies;
- failure to follow care instructions;
- ordinary characteristics of the fabric/product.
- payments that have not been successfully received or confirmed by Lavy & Lilac or the applicable payment gateway.
- A debit appearing in the customer’s bank account does not by itself confirm successful receipt of payment by Lavy & Lilac. Payment discrepancies will be subject to verification with the applicable payment gateway or financial institution.
- Where payment confirmation is delayed due to a pending, failed, reversed or otherwise unconfirmed transaction, the order will be processed only after successful payment confirmation. Any resulting delay will be additional to the standard delivery timeline specified for the order.
13. Refund Due to Non-Fulfilment
If Lavy & Lilac is unable to fulfil an accepted/paid order because the required product is unavailable and cannot reasonably be delivered within 50 business days from the order date, the customer may request cancellation/refund of the undelivered product/order.
Approved refunds will generally be made to the original payment method, subject to payment gateway and banking timelines.
14. Cancellation
Once an order has been submitted for processing, cancellation may not be possible because products may have already been reserved, sourced or processed through vendors. Once an order has been processed, packed or dispatched, cancellation will generally not be available. Cancellation requests received before processing may be reviewed depending on order status.
15. Customer Responsibility
Customers are responsible for:
- checking the product upon delivery;
- providing an accurate delivery address;
- retaining relevant packaging until the order has been checked;
- following applicable product-care instructions;
- notifying Lavy & Lilac promptly of any issue.
16. Final Decision on Verification
Lavy & Lilac may review all available evidence before determining whether an exchange or other remedy is appropriate.
We may decline a claim where available evidence indicates that the product was used, washed, altered, damaged after delivery or otherwise does not meet the applicable eligibility requirements.
17. Contact
Lavy & Lilac Fashion Studio
📧 Email: info@lavylilac.com
📍 Business Address: Airport Road, Trivandrum, Kerala, India
Customer Support Hours: Monday–Friday, 10:00 AM–5:00 PM IST. We aim to respond to customer enquiries within a reasonable timeframe.
False or Misleading Statements and Brand Misuse
Customers are entitled to raise genuine complaints, provide honest reviews and express their genuine opinions regarding products or services received from Lavy & Lilac.
However, customers must not knowingly publish, communicate or circulate false, fraudulent or materially misleading statements about Lavy & Lilac, its products, employees, vendors or services, including through social media, websites, review platforms or other public channels.
Customers must not impersonate Lavy & Lilac Fashion Studio, create misleading representations of affiliation, or deliberately use our brand name, logo, photographs, social handles or other intellectual property in a manner intended to mislead others or cause reputational or commercial harm.
Lavy & Lilac Fashion Studio reserves the right to take appropriate action in respect of demonstrably false, fraudulent or unlawful content, subject to applicable law.
Lavy & Lilac Fashion Studio
For the Woman in You.