Refund policy
At Lylo Italy, customer satisfaction is our priority. We strive to provide premium-quality skincare products that reach you in perfect condition. If you experience any issues with your order, please review our Returns & Refund Policy below.
Eligibility for Returns
Due to the nature of skincare and personal care products, we only accept returns in specific situations. A return request may be approved if you receive a product that is damaged during transit, defective, expired, incorrect, or incomplete. To be eligible for a return, the product must be unused, unopened, in its original packaging, and accompanied by proof of purchase.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns or exchanges for products that have been opened, used, or tampered with after delivery. We also do not accept returns for products purchased during clearance sales, promotional offers, or gift cards unless the product received is damaged, defective, or incorrect.
Return Request Process
If you receive a damaged, defective, or incorrect product, please contact our customer support within 48 hours of delivery. When submitting your request, include your order number, a brief description of the issue, and clear photographs of the product and its packaging. Our team will review your request and respond within 2–3 business days.
Refund Policy
Once your return request has been approved and the product has been inspected, your refund will be processed. Refunds will be issued to the original payment method used during the purchase. Depending on your bank or payment provider, it may take 5–7 business days for the refunded amount to reflect in your account after the refund has been initiated. If you paid using Cash on Delivery (COD), our customer support team will contact you to collect your bank account details for processing the refund.
Replacement Policy
Where possible, Lylo Italy may offer a replacement instead of a refund for products that are damaged, defective, or incorrectly delivered. Replacement orders will be shipped at no additional cost once the request has been approved.
Cancellation Policy
Orders may be cancelled only before they have been dispatched from our warehouse. Once an order has been shipped, it cannot be cancelled. If you no longer wish to keep the product after delivery, the request will be handled according to this Returns & Refund Policy.
Return Shipping
If the return is approved due to a damaged, defective, or incorrect product, Lylo Italy will arrange the return pickup or reimburse reasonable return shipping charges, depending on your location. Customers are requested not to return any product without receiving confirmation from our support team.
Refund Exceptions
Refunds or replacements will not be provided for products that have been damaged due to misuse, improper storage, accidental damage after delivery, allergic reactions resulting from individual skin sensitivity, or dissatisfaction based on personal preference. We recommend performing a patch test before using any skincare product for the first time.
Contact Us
Lylo Italy
Email: +91-9876377403
Phone: Customercare123@lyloitaly.com
Address: Jalandhar, Punjab