Refund policy
Store: Lilouva
Address: Heusteig 1, 09114 Chemnitz, Germany
Email: contact@lilouva.com
Phone: +494554923621
Full Name: Thomas Homilius
At Lilouva, customer satisfaction is our priority. We stand behind the quality of our products and aim to provide a smooth and reliable shopping experience. If for any reason you are not fully satisfied with your purchase, we are here to help.
1. 60-Day Money-Back Guarantee
We offer a 60-day satisfaction guarantee on all purchases.
If you are not completely satisfied with your order, you may return it within 60 days of delivery for a full refund.
2. Conditions for Returns
To be eligible for a return, the following conditions must be met:
- The item must be unused, unwashed, and in its original condition
- All original packaging and accessories (if applicable) must be included
- Proof of purchase (order number or receipt) must be provided
Returns that do not meet these requirements may be refused.
3. Return Process
To start a return, please contact our support team at
contact@lilouva.com with your order number and reason for the return.
We will provide the return address and clear instructions on how to proceed.
Once your return has been received and inspected, we will send you a confirmation email and process your refund.
4. Refunds
Approved refunds will be issued to your original payment method within 5–10 business days after we receive the returned item.
Processing times may vary depending on your bank or payment provider.
5. Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, simply return the original product for a refund and place a new order.
6. Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Include clear photos of the issue and we will arrange either a replacement or a full refund at no additional cost.
7. Non-Returnable Items
Certain items cannot be returned for hygiene or safety reasons (such as personal care products, undergarments, or opened sealed goods).
Any non-returnable items will be clearly indicated on the product page.
8. Late or Missing Refunds
If you have not received your refund after 10 business days:
- Check your bank account again
- Contact your credit card company, as processing times may vary
- If the issue continues, please contact us at contact@lilouva.com
9. Free Returns
We offer free returns on orders over €30.
For orders under €30, customers may be responsible for return shipping costs unless the item is defective or incorrect.
10. Customer Support
Our customer support team is available to assist with returns, refunds, and product-related questions.
You can contact us anytime at contact@lilouva.com.