Returns & Exchanges

Effective Date: 01/08/2025

 

At Lila’s, we strive to provide high-quality products and excellent customer service. If for any reason you are not satisfied with your purchase, we are happy to assist you with a return or exchange, provided the following conditions are met.

 

1. General Return & Exchange Information

 

We want you to be happy with your purchase. If you need to return or exchange an item, please contact us within 7 days of receiving your order.

All items must be returned in their original condition, unused, and with any packaging or tags intact.

 

Returns or exchanges must be accompanied by proof of purchase (e.g., order confirmation email, receipt).

 

2. Non-Returnable Items

 

Due to the nature of certain products, the following items cannot be returned or exchanged unless faulty:

- Custom-made products (e.g., custom blinds or personalized items)

- Health and wellness products (e.g., LifeWave patches, Designer Water)

- Perishable items

 

3. How to Return or Exchange an Item

 

To initiate a return or exchange, please follow these steps:

 

Contact Us: info@lilas.co.za within 7 days of receiving your order with your order number and the item(s) you wish to return or exchange.

 

Return Authorization: We will review your request and send you a Return Authorization (RA) number and detailed instructions on how to proceed with the return or exchange.

 

Shipping the Item Back: Once you have the RA number, pack the item securely in its original packaging, ensuring that it is unused and in its original condition. You are responsible for the shipping costs unless the item is defective or an error was made in fulfilling your order.

 

Receiving Your Refund or Exchange: Once we receive the returned item, we will inspect it and notify you of the status of your return. If the return is approved, we will issue a refund to the original payment method, or we can exchange the product as per your request.

 

4. Refunds

 

Refunds will be processed once the returned item has been received and inspected. The refund will be issued to the original payment method used for the purchase. Please allow 7-14 days for the refund to be processed after we have received the returned item.

 

Please note: Shipping fees are non-refundable unless the item was defective or the wrong product was sent.

 

5. Damaged or Defective Items

 

If your item arrives damaged or defective, please contact us immediately at info@lilas.co.za within 7 days of receiving your order. We will provide instructions on how to return the item and arrange for a replacement or refund at no additional cost to you.

 

6. Exchanges

 

Exchanges are available for items that are faulty, damaged, or not as described. If you wish to exchange an item for a different size, color, or product, please follow the steps outlined above for returns, and let us know your preferred exchange.

 

7. Shipping Costs for Returns

 

Unless the item is damaged or defective, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

 

8. Contact Us

 

If you have any questions regarding our Returns & Exchanges Policy or need assistance with a return or exchange, please do not hesitate to contact us:

 

Email: info@lilas.co.za

Phone: 082 941 9770