Refund Policy

Effective: September 29, 2025

We want you to be happy with your purchase from Lillie’s Toy Box. This policy explains when and how refunds/returns are handled. For hygiene reasons, some items cannot be returned once opened (see below).

1) Eligibility & Return Window

• 30 days from the delivery date for eligible items.
• Items must be unopened, unused, and in original, sealed packaging with all inserts/accessories.
• Digital goods, gift cards, and downloadable items are not eligible.

2) Non-Returnable Items (unless defective)

• Any product once the factory seal is broken or the item shows signs of use.
• Consumables, lubricants, batteries, and cleaners that have been opened.
• Final-sale/clearance items marked “non-returnable”.
• Items not suitable for return due to health protection/hygiene once unsealed.

3) Defective or Damaged on Arrival

• Report within 7 days of delivery with order number and a brief description.
• For shipping damage, include photos of the packaging and item.
• After verification, we’ll offer a replacement (if in stock) or a refund.

4) How to Start a Return

Email returns@lilliestoybox.com with your order number, the item(s) you want to return, and the reason. We’ll reply with an RMA number and instructions. Returns without an RMA may be refused.

5) Return Shipping & Condition

• Unless the return is due to our error or a verified defect, the customer pays return shipping.
• Ship in a sturdy box with adequate padding and include the RMA number on the label or inside the box.
• We recommend using a trackable method; we’re not responsible for returns lost in transit.

6) Refund Method & Timing

• Refunds are issued to the original payment method after inspection/approval.
• Original shipping charges are non-refundable unless we made an error.
• Please allow 3–5 business days after approval for your bank/card issuer to post the credit.

7) Exchanges

If the requested exchange item is in stock, we’re happy to help. Otherwise, we will process a refund so you can place a new order.

8) Unauthorized or Late Returns

Items returned without an RMA, outside the return window, used/opened (where not defective), or otherwise not in resaleable condition may be refused or assessed a restocking fee at our discretion.

Related policies: Terms & Conditions • Privacy Policy • Shipping Policy

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