Refund policy

Return & Refund Policy

Your satisfaction, and your pet's happiness, is what we're here for.

Returns

We accept returns within 30 days of delivery. To qualify, items must be unused, unopened, and in their original packaging, in the same condition you received them.

How to request a return

Email us at support@lilyandlove.store with your order number and the reason for your return. Once approved, we'll send you a return label.

Non-returnable items

For hygiene and safety reasons, we don't accept returns on:

• Opened or used products
• Consumable pet products
• Final sale items

Return process

All return requests need approval before you send anything back. Once we approve your return, we'll send you instructions and the return address.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds go back to your original payment method within 5 to 7 business days. In some cases, we may issue a refund without requiring a return.

Return shipping

You're responsible for return shipping costs, unless the item arrived damaged or incorrect.

Damaged or incorrect orders

If your item arrives damaged or incorrect, email us within 5 days at support@lilyandlove.store and we'll make it right.

Order changes and cancellations

You can modify or cancel an order within 12 hours of purchase. After that, the order may already be processing and we won't be able to cancel it.

Need help?

Email us anytime at support@lilyandlove.store.