Refund policy

Return & Exchange Policy

At Lusilu a brand by Cross Collctiv LLP we value your trust and want you to be fully satisfied with every purchase. While we work hard to ensure each garment is carefully crafted, inspected, and packaged, if you are not entirely happy, our Return & Exchange Policy makes the process simple and transparent.

1. Eligibility for Returns & Exchanges

  • We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 
  • To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed or unused, with tags, in its original packaging, free from stains, perfume or signs of wear.
  • Items that do not meet the above conditions will not qualify for the return.

2. Non-Returnable Products

For hygiene and safety reasons, certain categories cannot be returned or exchanged:

  • Accessories (hairbands, clips, socks, etc.).
  • Personalized or custom-altered garments.
  • Clearance or final-sale items marked as non-returnable on product pages.

3. Returns

  • To initiate a return, send a email to returns@lusilu.com stating the order number and the reason for exchange with pictures of the product.
  • Items sent back to us without first requesting a return will not be accepted.
  • You can always contact us for any return queries at returns@lusilu.com

4. Shipping Methods

  • Pickup arranged by us: A ₹120 flat return fee will be deducted from your refund.
  • Self-shipping option: You may courier the product directly to our warehouse at your own cost. The return address will be shared over email once your request is logged.
  • Please ensure self-shipped returns are packed securely. We recommend using a trackable courier service. Lusilu is not liable for any losses or damage in self-shipped returns.
  • If the reason for return or exchange is due to an error from our side, shipping will be free of cost.

5. Exchanges

  • Exchanges are subject to stock availability in the requested size or product.
  • If an exchange is unavailable, you will receive either a refund or store credit.
  • The value of the new product must be equal to or greater than the exchanged product and the difference if any, be paid.

6. Refund Process & Timelines

  • Once the returned item reaches our facility, it undergoes a quality check (QC).
  • After QC approval, refunds are processed as follows.
    - Prepaid orders: Refunded to the original payment method within 5–7 working days.
    - Cash on Delivery (COD) orders: Refunded as store credit or via bank transfer. Details like IFSC code and Branch name need to be provided.
  • Refund timelines may vary depending on banks, holidays, or technical delays.

7. Defective, Damaged or Wrong Product

  • If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery at returns@lusilu.com with photographs/videos of the issue.
  • We will arrange a free pickup and replacement/refund in such cases.

8. Cancellations

  • Once an order is placed, it cannot be cancelled.
  • If you placed an order by mistake, you must email us at support@lusilu.com within 6 hours of placing the order. Our team will review and assist you if the order has not yet been processed.
  • Once shipped, orders cannot be cancelled and must follow the standard return process.

9. Shipping Costs & Refund Adjustments

  • Shipping charges paid at checkout (if any) are non-refundable, except where the Company is at fault (defective/wrong item).
  • Return shipping costs (₹120 pickup fee or self-ship expenses) are borne by the customer unless the product delivered was defective/incorrect.

10. Important Notes

  • Products returned without initiating a request via our support team may not be processed.
  • Repeated returns from the same customer may result in account suspension at the Company’s discretion.
  • Refunds will be made only after QC approval. Items failing QC will be shipped back at your cost.

11. Governing Law & Jurisdiction

This Return & Refund Policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Chennai, Tamil Nadu.

12. Contact for Returns & Refunds

If you have any queries or require assistance:

📧 Email: support@lusilu.com

📞 WhatsApp/Phone: +91- 86676 57991