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Refund Policy

REFUND POLICY

  • Refunds may occasionally be given at the discretion of the management.

  • A refund will be processed by Lily & Luxe in the event Lily & Luxe determines that the cancellation of the order is due to Lily & Luxe's incapability of fulfilling the order.

  • Refunds will be processed based on the mode of payment of the order. Refunds processed through Credit Card / Debit Card will reflect in the next Credit Card / Bank statement.

  • Please include all important details on your order together with a photograph, order number & your contact details. Requests regarding refunds should be made within 1 day of delivery or shipment date. Refunds can occasionally take up to 15 days to take effect.

IF PRODUCTS ARE DAMAGED OR FAULTY

  • Because of the perishable nature of many Products, you are advised to make any complaint within 1 working day of the delivery date of your Products.

  • We guarantee freshness for your flowers, plants, or associated items from the date of delivery until the suitable shelf life of each product. Please note that each flower has a different shelf life.

  • If any flowers arrive damaged, die, or wilt within 24 hours of delivery, you should take a digital photograph of them and email it to lilyandluxeindia@gmail.com or take the flowers to the florist shop that delivered them. Lily & Luxe will replace the flowers and deliver them to you free of charge. However, you should not have requested bloom flowers in the first place to claim this.

  • If you want to return a Product to us other than in accordance with this policy because it was damaged when delivered or is faulty, please use our returns policy set out in clause 4. If you want a refund, not a repair or replacement, we will refund you the price, the delivery costs, and the cost of returning it to us. Please send us a receipt for the return postage costs.

  • We will inspect all Products returned to us as faulty or damaged. If we discover that they are not faulty or damaged, we may recharge you for the Products and the costs incurred by us.

IF WE HAVE SENT YOU THE WRONG PRODUCTS

  • If we send you a Product that you have not ordered, please use our returns policy set out in clause 4. If you return it to us, we will refund the price, the original delivery costs, and the cost of returning it to us.

RETURNS POLICY AND COMPLAINTS

  • If you are returning a Product in accordance with the clauses above, or you have a complaint, please contact the Customer Services team:

    • Email: lilyandluxeindia@gmail.com

    • Phone: +91 9999594411

    • Post: 1 Oakwood Street, Malibu Town, Sector 47, 1 Oakwood, 122018 Gurugram

  • You will be given a returns reference number or customer service issue number (as appropriate). You must quote this number in all correspondence. Each return will be dealt with individually and the most appropriate action agreed with you.

  • Where Products are being returned to us, we advise you to return Products by a secure postal method to the address given to you by our customer services representative and obtain a receipt as proof of return. If you have difficulties returning the Products (e.g., due to their size), please contact us on +91 9999594411 to arrange a suitable solution.

  • If you do not use the returns reference number on all correspondence, it may delay our response to you.