1. Hygiene Notice

Orange Lilies products are personal intimate-hygiene products. For health and safety reasons, items that have been opened, used, or had their hygiene seal broken cannot be returned or exchanged, unless they are faulty, damaged on arrival, or incorrectly supplied. This is in line with standard practice for sanitary and personal-care goods.

2. Return Eligibility

Eligible returns must be requested within 7 days of the delivery date. To qualify, the item must meet all of the following conditions:

• The return is requested within 7 calendar days of delivery;
• The product is unused, unopened and with its hygiene seal fully intact;
• The item is in its original condition and packaging with all labels attached;
• You can provide proof of purchase (order number or invoice).

3. Non-Returnable Items

The following cannot be returned or refunded unless they are faulty, damaged on arrival or incorrectly supplied:

• Any product that has been opened, used or had its hygiene seal broken;
• Items purchased on sale or with a discount/promotional code;
• Items returned without original packaging or proof of purchase;
• Free gifts and promotional items.

4. Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty or incorrect item, please contact us within 48 hours of delivery with:

• Your order confirmation details;
• Clear photographs of the product and outer packaging;
• A brief description of the issue.

Once verified, we will arrange a suitable remedy — a replacement or a full refund — at no additional cost to you, including reasonable return shipping where applicable.

5. How to Request a Return

• Contact us within 7 days of delivery by email (info@orangelilies.com) or WhatsApp (+91 83686 15088);
• Include your order details, the item(s) concerned, and the reason for the return;
• We will review the request and, if approved, share return instructions and the return address;
• Securely pack the item and send it using a trackable courier service.

We recommend using a trackable service, as we cannot accept responsibility for items lost in transit before they reach us.

6. Return Shipping Costs

Where a return is approved for an eligible unopened item due to a change of mind, return shipping costs are the customer's responsibility. Where the item is damaged, faulty or incorrect, Orange Lilies will cover reasonable return shipping costs.

7. Refund Process

Once we receive and inspect your returned item, we will notify you whether the refund is approved. Approved refunds are processed within 7 working days to the original payment method.

For Cash on Delivery (COD) orders, refunds are issued via bank transfer or UPI to details you provide. The time for funds to appear may vary depending on your bank or payment provider.

8. Partial Refunds

A partial refund may be issued where only part of an order is eligible for return, or where an eligible item is returned in a condition that reduces its value.

9. Exchanges

We do not currently offer direct exchanges. If you need a different option, please return the eligible original item and place a new order.

10. Contact Us

If you have any questions about our Refund & Return Policy, please get in touch: