Return And Refund Policy
Last updated: July 2, 2025
At Lilura, we want you to love what you purchase. If for any reason you’re not completely satisfied with your order, we’re here to help. Please review the following return policy to ensure a smooth process.
Return Window
You have 14 days from the date you receive your order to contact our customer service at team@lilura.shop and request a return.
Once your return is approved, the item(s) must be received by us within 28 days from the original delivery date. Returns received after this period will not be accepted.
Prepaid Return Label & Return Shipping Cost
All orders include a prepaid return shipping label in the package. You don’t need to fill out an address or arrange your own return—just use the label provided and drop the package off with the specified carrier.
- If your return is due to our error (e.g., wrong item, defective, or damaged product), we will cover the return shipping cost in full.
- If your return is due to other reasons (e.g., change of mind, sizing issue, not needed), the return shipping cost will be deducted from your refund.
No restocking fee will be charged.
Please only use the return label provided by us—returns using other methods are not our responsibility and may not be accepted.
Lost your return label? Contact us at team@lilura.shop and we’ll be happy to help.
Return Conditions
To be eligible for a refund, returned items must meet the following conditions:
- Items must be unused, unassembled, and in original condition, with all parts, tools, manuals, accessories, and original packaging included.
- Items must be free from scratches, dents, stains, modifications, or signs of installation or wear.
- Items must be returned in their original box or secure equivalent packaging to ensure safe transit.
- If the item was delivered in multiple boxes or components, all components must be returned.
Returns that do not meet these conditions may be rejected or subject to a partial refund based on the item's reduced value and resale condition.
Non-Returnable Items
For logistical and safety reasons, the following items cannot be returned:
- Items marked as Final Sale or Non-Returnable on the product page.
- Assembled furniture or items that have been partially or fully installed.
- Items that are damaged due to improper handling or repackaging by the customer.
- Customized or made-to-order items, unless defective.
If you have any questions about whether your item qualifies for return, please contact us at team@lilura.shop before initiating a return.
Final Sale Items
Items marked as “Final Sale” are non-returnable and non-refundable.
However, if you receive a Final Sale item that is damaged or incorrect, please contact us immediately at team@lilura.shop and we will assist you.
Refunds & Processing Time
Once your return is received and inspected, eligible refunds will be processed within 3 business days.
Refund Timeline:
After refund processing, funds typically appear in your account within 3–5 business days, depending on your bank or payment provider.
If your refund does not appear within this timeframe, please contact your bank first. Still need help? Email us at team@lilura.shop.
Fair Use & Fraud Protection
We value honest and fair use of our services. To protect all customers and our business, we monitor return activity and reserve the right to take action in cases of misuse, which may include:
- Claiming an order wasn’t received when tracking shows delivery
- Reporting missing items fraudulently
- Returning more items than purchased
- Returning visibly worn or used products
- Excessive return behavior
- Repeated chargebacks without valid reason
Severe or repeated abuse may result in account suspension or legal action.
Compliance Statement
This return policy complies with U.S. consumer protection laws and is designed to ensure fairness and transparency for all customers.
If you have questions, please don’t hesitate to contact us:
Lilura
Address: 7 Navy Pier Cts 5016, Staten Island, NY 10304, US
Email: team@lilura.shop
Phone: +1 718-447-2883