Refund policy

LILO CAELI Returns and Refunds Policy

We want you to be completely satisfied with your purchase. We understand that sometimes things might not go as planned. To provide clarity for both our valued customers and for LILO CAELI, we have established the following Returns and Refunds Policy.

By purchasing from LILO CAELI you agree to the terms outlined below.

General Guidelines

Please note that LILO CAELI reserves the right to refuse a return or refund for any item that does not meet the criteria outlined in this policy. We do not offer returns, refunds, or exchanges due to a simple change of mind.

Eligibility for Returns

To be eligible for a return or refund, your item must meet the following criteria:

  • Timeframe: The return request must be initiated within 7 days of the original purchase date (or delivery date for shipped orders).
  • Condition: The item must be unused, in its original, unopened, and undamaged packaging. It must be in the same condition as when you received it.
  • Proof of Purchase: A valid receipt, order confirmation, or proof of purchase is required for all returns.


Product-Specific Guidelines

1. Candles and Diffusers

For health and safety reasons, we can only accept returns on candles and diffusers that are completely unused and still in their original, sealed packaging.

We cannot accept returns for:

 Candles that have been lit, even briefly.

  1. Diffusers that have had the reeds inserted or the fragrance oil opened.
    Items that show any signs of use, scent, or wear.
  2. House SpraysSimilarly, for hygiene and safety purposes, house sprays must be returned unused, unopened, and in their original packaging with any seals intact.

 

We cannot accept returns for:

  •  House sprays that have been used, even with a single spray.
  •  Items that have had the cap removed or the spray mechanism activated.

3. Canvas Art
Due to the nature of custom or potentially limited-edition art, we can only accept returns for canvas art if it is in its original, pristine condition and original packaging.

We cannot accept returns for:

  • Canvas art that has been unwrapped, displayed, or marked in any way.
  • Any canvas art that shows signs of improper handling, scratching, fading, or damage from hanging or cleaning.

Damaged or Defective Items

In the unlikely event that you receive an item that is damaged or defective upon arrival, please contact us immediately.

1.  Notify Us: Contact LILO CAELI within 48 hours of receiving the item. Please include your order number, a clear description of the issue, and photos of the damaged or defective item (and the shipping box, if applicable).

2.  Resolution: We will review your request. If the item is confirmed to be defective or damaged during shipping, we will, at our discretion, offer to:

  • Replace the item at no cost to you (subject to product availability).
  • Issue a refund for the price of the item.


Please do not return a damaged item until we have instructed you to do so.