Refund and Return Policy

At Locs By Lillian, we are committed to ensuring your satisfaction with our products. Please read our refund and return policy carefully.

1. Eligibility for Returns

To be eligible for a return, please ensure the following conditions are met:

  • The item must be unused, undamaged, and in its original packaging.
  • The return request must be initiated within 14 days of receiving your order.
  • You must provide proof of purchase, such as the order number or receipt.

Certain items are not eligible for return, including:

  • Custom-made or personalized items.
  • Products that have been used or altered.
  • Items marked as non-returnable in the product description.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our customer support team at [Your Email Address] with your order number and reason for the return.
  2. Our team will review your request and provide you with a return authorization (RA) number and instructions on how to return the item.
  3. Pack the item securely in its original packaging, including all accessories and documentation.
  4. Clearly write the RA number on the outside of the package.
  5. Ship the item to the address provided by our customer support team.

3. Return Shipping

Customers are responsible for paying the return shipping costs, unless the return is due to our error (e.g., wrong item shipped, damaged item). We recommend using a trackable shipping service to ensure the item reaches us safely. Locs By Lillian is not responsible for items lost or damaged during return shipping.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment within 7-10 business days. Please note that shipping costs are non-refundable, unless the return is due to our error.

5. Exchanges

We currently do not offer direct exchanges. If you would like to exchange an item, please return the original item following the return process and place a new order for the desired item.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [Your Email Address] with photos of the damaged item and packaging. We will work with you to resolve the issue, which may include a replacement, refund, or store credit.

7. Non-Returnable Items

The following items are non-returnable:

  • Custom-made or personalized items.
  • Products that have been used or altered.
  • Items marked as non-returnable in the product description.

8. Contact Us

If you have any questions or concerns about our refund and return policy, please contact us at:

Locs By Lillian

[Your Email Address]

[Your Phone Number]