Refund policy

Effective Date: April 30, 2026 Last Updated: May 12, 2026

We want you to love what you receive from Lilagrey. If something isn't quite right, this policy explains how returns and refunds work. By placing an order on lilagrey.com, you agree to the terms below.

Lilagrey is a brand operated by Sadevi LLC, located at 1209 Mountain Road Pl NE, Ste 11412, Albuquerque, NM 87110.

At a glance:

Return window : 30 days from delivery
Return shipping cost : Customer responsibility, typically $5–12 USD for U.S. domestic returns
Refund method : Original payment method
Refund processing time : 5–10 business days after we receive your return

1. Return Window

You may request a return within 30 days from delivery. The 30-day window begins on the date the carrier marks your order as delivered. Requests received after 30 days cannot be accepted.

Damaged, defective, or incorrect items must be reported within 7 days of delivery (see Sections 7 and 8 below).

2. Return Eligibility

To be eligible for a return, items must be:

Unworn, unwashed, and unaltered, with no signs of use, wear, makeup, deodorant, perfume, pet hair, or odor;
In their original condition, with all original tags attached; and
Returned in their original packaging when possible.

We reserve the right to refuse a refund or to issue a partial refund for items that arrive in a condition that does not meet the above requirements.

3. Non-Returnable Items

The following items cannot be returned or refunded:

Items marked as Final Sale at the time of purchase;
Items returned more than 30 days after delivery;
Items returned without prior authorization from our customer service team; and
Items damaged due to misuse, improper care, or normal wear after delivery.

4. How to Start a Return

To begin a return, please email info@lilagrey.com within the eligible window with the following information:

Your order number;
The item(s) you wish to return;
The reason for the return (e.g., wrong size, didn't fit as expected, changed my mind, damaged, wrong item received); and
For damaged, defective, or incorrect items, clear photos showing the issue.

Our team will respond within 1 to 2 business days with return instructions and, where applicable, the return shipping address. Please do not ship items back without first receiving authorization from us — unauthorized returns may not be processed or refunded.

Customer service hours: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (excluding U.S. federal holidays).

5. Return Shipping Costs

Return shipping costs depend on the reason for the return:

Reason for Return	Who Pays Return Shipping
Wrong size or fit issue	Lilagrey covers — we will email you a prepaid return label
Damaged or defective on arrival	Lilagrey covers — we will email you a prepaid return label
Wrong item received	Lilagrey covers — we will email you a prepaid return label
Changed your mind / no longer wanted	Customer pays return shipping
Item did not match personal preference	Customer pays return shipping

For change-of-mind returns where the customer pays return shipping, the cost typically ranges from $5 to $12 USD depending on package size and destination. We do not charge a restocking fee.

For returns where the customer is responsible for shipping, we recommend using a tracked and insured method. We are not responsible for return packages that are lost, damaged, or delayed in transit before they reach us.

Please note: In some cases — particularly for lower-value items — we may, at our sole discretion, issue a full or partial refund without requiring the item to be returned. If this option applies to your order, our team will let you know when you contact us.

6. Refund Processing

Once your return is received and inspected, we will notify you by email whether your refund has been approved.

Approved refunds will be issued to your original payment method within 5 to 10 business days of approval. Depending on your bank or card issuer, it may take an additional 3 to 5 business days for the refund to appear on your statement.

Original shipping charges are not refunded — however, because we offer free U.S. shipping on every order, this typically does not affect your refund amount.

7. Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, please contact us at info@lilagrey.com within 7 days of delivery with:

Your order number;
A description of the issue; and
Clear photos of the item, including the defect or damage and the original packaging if relevant.

Once we confirm the issue, we will offer one of the following at our discretion: a full refund, a replacement (subject to availability), or a store credit. You will not be required to pay return shipping in these cases.

Reports received after the 7-day window may not be eligible for a damage-related refund.

8. Wrong Item Received

If you received an item that does not match what you ordered, please contact us at info@lilagrey.com within 7 days of delivery with your order number, a description, and a photo of the item received.

We will arrange for the correct item to be sent to you, or issue a full refund, at no additional cost to you.

9. Lost or Stolen Packages

If your tracking shows that your package was delivered but you have not received it, please:

Check with members of your household and neighbors;
Look around your delivery location, including porches, mailrooms, and side entrances;
Wait 1 to 2 business days, as carriers occasionally mark packages as delivered prematurely; and
Contact the carrier directly using your tracking number.

If the package still cannot be located, please contact us at info@lilagrey.com within 7 days of the marked delivery date so we can help investigate. We will work with the carrier where possible, but Lilagrey is not responsible for packages confirmed as delivered by the carrier to the address provided at checkout.

10. Order Cancellation

You may request to cancel an order by emailing info@lilagrey.com as soon as possible after placing it. We will do our best to accommodate cancellation requests received before your order has entered fulfillment, but we cannot guarantee cancellation once an order has been processed for shipment.

If your cancellation request is approved before shipment, a full refund will be issued to your original payment method within 5 to 10 business days.

11. Exchanges

We do not currently offer direct exchanges. If you would like a different size, color, or style, please return your original item following the steps above and place a new order for the item you want. This is the fastest way to receive your preferred piece, since the item you want may sell out while a traditional exchange is being processed.

12. Refused or Undeliverable Packages

If a package is refused at delivery, returned to sender by the carrier, or marked undeliverable due to an incorrect or incomplete shipping address provided at checkout, the order will be treated as a standard return. The original product cost may be refunded, but any return-to-sender shipping fees charged by the carrier may be deducted from your refund.

To avoid this, please double-check your shipping address before completing checkout.

13. Changes to This Policy

We may update this Refund & Return Policy from time to time at our discretion. When we do, we will revise the "Last Updated" date at the top of this page. Material changes will take effect when posted to the Site. The policy in effect at the time you placed your order will apply to that order.

Late or missing refunds

If you haven't received your refund yet, please first check your bank account or original payment account. Then contact your credit card company or bank — there is often a processing time before a refund is officially posted. If you've completed these steps and still have not received your refund after 10 business days from our refund confirmation email, please contact us at info@lilagrey.com so we can investigate.

Your statutory rights

Nothing in this Refund & Return Policy limits or affects your statutory rights as a consumer under applicable law. If you believe you have a legal right to a refund or remedy that this policy does not provide, please contact us at info@lilagrey.com and we will work with you to resolve the matter.