Return and Dispute Resolution

Last Updated: January 2025

Welcome to Lilies, a multi-vendor online marketplace dedicated to providing modest and elegant fashion options for individuals around the world. We value a smooth, worry-free shopping experience, and these Return and Dispute Resolution policies (“Policy”) outline the procedures for returns, exchanges, refunds, and conflict resolution on our Platform.

By accessing or using www.liliesfmp.com (the “Platform”) in any capacity, you agree to abide by this Policy, as well as our [Terms and Conditions], [Privacy Policy], and [Modest Fashion Guidelines and Community Standards]. If you have any questions regarding these policies, please contact us using the details provided in Section 7.

1. Scope of Policy

  1. Multi-Vendor Marketplace
    • Since Lilies operates as a marketplace bringing together multiple independent Vendors and Buyers, each Vendor may have unique return and exchange policies.
    • We encourage Buyers to review the Vendor-specific policies included in product listings before making a purchase.
  2. Applicability
    • This Policy applies to all transactions conducted on the Lilies Platform, including purchases, returns, and disputes between Buyers and Vendors.
    • In the event of any conflict between a Vendor’s policy and Lilies’ policy, Lilies reserves the right to determine which policy takes precedence.

2. Return Eligibility and Guidelines

  1. Return Windows
    • Each Vendor sets its own return window (e.g., 7 days, 14 days, 30 days). Please review the Vendor’s product listing or storefront to determine the applicable return period.
    • Returns initiated after a Vendor’s specified return window may not be accepted unless required by law or explicitly stated by the Vendor.
  2. Condition of Items
    • Returned items must generally be in their original, unused condition, with all tags and packaging intact.
    • Products that show signs of wear, alteration, or damage not caused by shipping may not be eligible for a full refund or exchange.
  3. Non-Returnable Items
    • Certain products, such as undergarments, swimwear, or items specifically marked “Final Sale,” may not be returnable for hygienic or other reasons.
    • Custom-made or personalized items may be excluded from standard return policies unless the product is defective or misrepresented.
  4. Proof of Purchase
    • Buyers should include proof of purchase, such as an order number or receipt, when initiating a return.
    • Failure to provide sufficient proof may delay the returns process.
  5. Return Shipping Costs
    • Unless otherwise stated by the Vendor or required by law, Buyers are typically responsible for return shipping costs.
    • If an item arrives damaged, defective, or significantly not as described, the Vendor may be required to cover return shipping expenses.

3. Requesting a Return or Exchange

  1. Contact the Vendor
    • The first step in the return or exchange process is to contact the Vendor directly through the Platform’s messaging system.
    • Clearly describe the issue, attach images if relevant, and state whether you prefer a return or exchange.
  2. Vendor Response
    • Vendors are expected to respond within a reasonable timeframe (e.g., 48–72 hours).
    • If a Vendor accepts your return or exchange request, follow their instructions for packaging, labeling, and shipping the item back.
  3. Processing Refunds or Exchanges
    • Once the Vendor confirms receipt of the returned item, they should process the refund or ship the replacement within the timeframe specified in their store policy.
    • Refunds are typically issued via the original payment method, although alternative methods may be arranged by mutual agreement.
  4. Escalation to Lilies
    • If a Buyer is unable to reach a resolution with a Vendor (e.g., lack of response, dispute over item condition), they may escalate the issue to Lilies by filing a dispute as outlined in Section 5.

4. Special Considerations

  1. Damaged or Defective Items
    • If the item arrives damaged, with manufacturing defects, or is significantly not as described in the listing, the Buyer should document the condition of the item immediately upon receipt.
    • In these cases, Vendors are often expected to cover return shipping costs and provide a replacement or full refund.
  2. Misdelivered or Lost Shipments
    • Buyers should notify both the Vendor and Lilies’ Customer Support if an order is marked as delivered but not received.
    • Vendors and Buyers are encouraged to work together to file a claim with the shipping carrier, if applicable.
  3. Late or Missing Refunds
    • It may take several business days for refunds to appear in your account, depending on your financial institution’s processing times.
    • Buyers should contact the Vendor and/or Lilies if a refund does not appear after the specified timeframe.

5. Dispute Resolution Process

  1. Communication First
    • We strongly encourage Buyers and Vendors to communicate directly to resolve disputes regarding returns, refunds, or product quality.
    • Most issues can be resolved through open, honest dialogue.
  2. Filing a Dispute with Lilies
    • If direct communication fails, a Buyer or Vendor may file a formal dispute through the Lilies Platform.
    • When submitting a dispute, provide all relevant information (order details, correspondence with the other party, photos, etc.) to expedite resolution.
  3. Lilies’ Review
    • Lilies will review all available evidence from both parties and may request additional documentation or statements.
    • We strive to make a fair decision based on the facts provided, relevant store policies, and any applicable laws.
  4. Resolution Outcomes
    • Possible outcomes include, but are not limited to:
      • Full or partial refund.
      • Exchange or replacement of the product.
      • Store credit.
      • Denial of the claim if it is deemed invalid or unfounded.
    • Lilies’ decision is typically final; however, parties may have additional legal rights under local or national consumer protection laws.
  5. Additional Remedies
    • In certain jurisdictions, Buyers or Vendors may have the right to pursue additional remedies through consumer protection agencies or legal proceedings if they are unsatisfied with the outcome of the dispute.

6. Governing Law and Arbitration

  1. Governing Law
    • This Policy, and any dispute arising from it, shall be governed by and construed in accordance with the laws of [Applicable Jurisdiction], without regard to conflicts of law rules.
  2. Arbitration Clause
    • If a dispute cannot be resolved through Lilies’ dispute resolution process, you agree to submit any claim or controversy to binding arbitration, as outlined in our [Terms and Conditions].
    • By using the Platform, you waive the right to a trial by jury or to participate in a class action.
  3. Exceptions
    • Certain jurisdictions may not allow mandatory arbitration or have additional consumer protection laws that supersede or supplement these provisions. In such cases, local laws will prevail to the extent they conflict with this Policy.

7. Changes to This Policy

Lilies reserves the right to update or modify this Policy at any time. When we make significant changes, we will notify you by posting a notice on our Platform or via email. Your continued use of the Platform following any changes constitutes acceptance of those modifications.

8. Agreement

By shopping on or selling through Lilies, you acknowledge that you have read, understood, and agreed to abide by our Return and Dispute Resolution policies.

Main Menu