Refund policy

Returns 
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Customized goods such as custom printing, custom production, cannot be returned.

Additional non-returnable items: 

  • Gift cards
  • Sale items
  • Special promotion items
  • Items marked as non-refundable 


To complete your return, we require a receipt or proof of purchase. 

Refunds (if applicable) 
The following items are eligible for refund:

  • Wrong product sent to customer
  • Product is defective or damaged

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Refunds will be done through the Original Mode of Payment.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lilacstudio.ae. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. Exchange is applicable for the same item originally purchased. Send us an email at hello@lilacstudio.ae and send your item to: Al Mas Tower, Jumeirah Lake Towers, Dubai, United Arab Emirates. 

Gifts 
Gifts are only eligible for exchange if the item is defective and as per our exchange policy.

Shipping 
To return your product, you should mail your product to: Al Mas Tower, Jumeirah Lake Towers, Dubai, United Arab Emirates. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

 

Taxes

If you receive a refund, any calculated taxes will be deducted from your refund. 

 

Consumables

If you receive a refund, the cost of consumables used will be deducted from your refund. 

Cancelation

Customer can cancel their order within 24 hours; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45days for the refund transfer to be completed.