LILVAA
Return & Refund Policy
We want you to be happy with what you bought. If something is not right, tell us we would always rather fix it than have you keep something you do not want.
The short version
- 30 days from delivery to start a return
- Items must be unopened and unused, in their original packaging
- Damaged, faulty or incorrect items: we cover everything, always
- Refunds go back to your original payment method
What can be returned
You may return any unopened, unused item in its original packaging within 30 days of delivery.
What cannot be returned
Opened skincare, haircare and body care cannot be returned. These are personal-care products applied to skin and hair, and once a seal is broken we cannot verify how a product has been stored or handled, or resell it safely. This is standard across the industry and exists to protect every customer.
This does not apply if the product is faulty, damaged or not what you ordered; see below.
We also cannot accept returns of gift cards or free promotional items.
If something is wrong with your order
If your order arrives damaged, faulty, or is not what you ordered, email hi@lilvaa.com within 7 days of delivery with your order number and a photograph of the problem.
We will send a replacement or refund you in full, whichever you prefer, including any shipping you paid. You will not pay return postage, and in most cases we will not ask you to send the item back at all.
This is our mistake to fix, and it does not depend on the packaging being unopened.
How to start a return
return.
- Email hi@lilvaa.com with your order number and what you would like to
- We will reply with return instructions and the address.
- Post the item back, and keep your tracking number until the refund lands.
Please do not send anything back before contacting us, unannounced returns are easily lost and much slower to process.
Return postage
For a change of mind, you pay return postage, and we recommend a tracked service. We cannot refund an item that never reaches us, and without tracking there is no way to establish what happened.
For anything faulty, damaged or incorrect, we pay.
International returns
The same rules apply, but please know that return postage from outside Canada often costs more than the goods. Any duties or taxes you paid on import are charged by your government, not by us, and we cannot refund them, though you may be able to reclaim them from your own customs authority.
Mark the parcel clearly as a returned item so it is not charged import duty on the way back to us.
Refunds
Once your return arrives and we have checked it, we will refund you within 5–10 business days.
Refunds go back to the original payment method through PayPal, we cannot refund to a different card or account. Your bank may take a few more days to show it.
Original shipping costs are refunded only where the return is our fault, or where the law requires it.
Cancelling an order
If your order has not shipped yet, email us and we will cancel and refund it in full. Once it has been dispatched, please use the return process above.
Your legal rights
Nothing in this policy affects the rights you have under Canadian consumer protection law, or under the consumer law of your own country.
Contact
LILVAA 140 Yonge St, Toronto ON M5C 1X6, Canada hi@lilvaa.com