Return & Refund Policy
At Lillys, we take care to ensure that our dairy products are packed and delivered in good condition. Since many of our products are food and dairy products, returns and refunds are subject to the conditions below.
1. Eligible Issues
You may contact us if you receive a product that is:
- Damaged during delivery
- Leaking or visibly damaged
- Tampered with
- Incorrect or different from what you ordered
- Missing from your order
- Received in a condition that makes it unsuitable for consumption
We will review the issue and, where appropriate, offer a replacement or refund.
2. Reporting a Damaged or Incorrect Product
Please contact Lillys as soon as possible after delivery.
When contacting us, please provide:
- Order number
- Customer name
- Phone number
- Description of the issue
- Clear photographs or videos of the product and packaging
- Any other information reasonably required to investigate the issue
Claims submitted without sufficient information may take longer to process.
3. Returns
Because Lillys sells food and dairy products, we generally do not accept returns of products that have been opened, consumed or improperly stored after delivery.
For hygiene and food-safety reasons, customers should not send food products back to us unless specifically instructed by Lillys.
If a return is required in a particular case, we will provide instructions regarding the return process.
4. Refunds
If your refund is approved, the refund amount will generally correspond to the eligible amount paid for the affected product or order.
Refunds may be issued through the original payment method or another appropriate method, depending on the payment provider and circumstances.
The time required for the refund to appear in your account may depend on your bank or payment provider.
5. Replacements
Where appropriate, Lillys may offer a replacement instead of a refund.
A replacement may be subject to product availability.
If the same product is unavailable, we may offer an alternative resolution, including a refund where appropriate.
6. Order Cancellation
Cancellation requests should be made as soon as possible after placing an order and before the order has been dispatched.
Once an order has been dispatched, cancellation may not be possible, particularly for perishable or food products.
If cancellation is accepted after payment, the eligible amount will be refunded through the applicable payment method.
7. Incorrect Delivery Address
Customers are responsible for providing an accurate delivery address and contact information.
Lillys may not be responsible for failed delivery caused by an incorrect or incomplete address provided by the customer.
Any additional delivery or re-shipping costs may be charged where applicable.
8. Products Damaged After Delivery
Once an order has been successfully delivered, customers are responsible for storing and handling the products according to the instructions provided on the packaging.
Lillys may not be responsible for damage, spoilage or deterioration resulting from:
- Improper storage
- Exposure to unsuitable temperatures
- Mishandling
- Failure to follow storage instructions
- Opening or consuming the product and subsequently requesting a refund
9. Refund Not Available for Change of Mind
Unless required by applicable law, refunds or returns may not be available simply because a customer:
- Changed their mind
- Ordered the wrong product
- Does not like the taste
- Ordered the wrong quantity
For food products, this is particularly important because returned products may not be suitable for resale.
10. Processing Time
Once we receive your complaint or refund request, we will review the information provided and determine the appropriate resolution.
If a refund is approved, processing will begin as soon as reasonably practicable. The time for the amount to reach your account may vary depending on the payment provider or bank.
11. Contact Us
For return, replacement or refund requests, contact us:
Lillys
Email: lillysfarmwayanad18@gmail.com
Phone: +91 62383 38015
Please include your order number when contacting us about an existing order.
12. Changes to This Policy
Lillys may update this Return & Refund Policy from time to time to reflect changes in our products, operations or applicable laws.
The latest version will always be published on this page with the updated date.