Supplier Returns & Refunds Policy

Lavillion works with suppliers to help bring quality products to customers through our online store. This policy outlines the return, replacement, and refund process applicable to products fulfilled by our suppliers through Lavillion.

Customers are responsible for reviewing these return and refund terms prior to purchase.

Important Policy Notice: No Change-of-Mind Returns

Please note: Our suppliers strictly do NOT accept returns, exchanges, or cancellations for change of mind. All sales are final. Returns are strictly limited to products that arrive damaged, defective, incorrect, or materially not as described within 5 days of delivery.

At-A-Glance Terms Summary


5 Days	Claim window for defects/damage
NOT Accepted	Change of mind — all sales final
14 Days	Refund timeframe post inspection
24 Hours	Cancellation window before fulfillment

1. How to Request a Return

To request a return for a damaged, defective, incorrect, or incorrectly described product, please contact lavillionshop@gmail.com within 5 days of receiving your order.

The return request must include:

Your Lavillion order number
The product being returned
The reason for the return
Photographs or video evidence

Products must NOT be returned without receiving return authorisation and instructions first. Returns requested after the 5-day period or without authorisation will not be accepted.

2 & 3. Policy Breakdown: Return Eligibility

Section 2 - Change-of-Mind Returns: STRICTLY NOT ACCEPTED

No returns or cancellations accepted for buyer's remorse or preference changes.
All sales are final once dispatched from the warehouse.
Requests for alternative sizes, colours, or models are not permitted.

Section 3 - Damaged, Defective or Incorrect: FULL COVERAGE & REPLACEMENT

Return courier arranged and paid for by the supplier.
Free replacement provided subject to stock availability.
Full refund provided if replacement is unavailable.
NO restocking or handling fees charged.

4. Conditions for Authorised Returns

For authorised returns (defective, damaged, or incorrect items), products must meet the following conditions:

Packaged securely with all original packaging retained.
Includes all accessories, manuals, tags, and documentation.
No signs of installation, modification, or misuse beyond the initial defect.
Properly protected to avoid additional damage during return shipping.

5. Non-Returnable Items & Categories

In addition to the strict prohibition of change-of-mind returns, the following items are strictly non-returnable:

Change of Mind - Strictly excluded
Personalised Products - Custom orders
Pierced Jewellery - Earrings & studs
Health & Beauty - Opened care items
Assembled Furniture - Partially or fully built
Mattresses & Bedding - Opened packaging

6. Product-Specific Requirements

Electronics: Must include all original accessories, manuals, packaging, and documentation. Personal data must be removed and devices restored to factory settings before return.

Baby Products: Must be returned unused in brand new condition, with all tags, seals, packaging, and accessories fully intact.

7. Refunds Processing

Once an authorised returned product has been received and inspected, eligible full refunds will be processed within 14 business days if a replacement product is unavailable.

8. Order Cancellations & Changes

Orders may be cancelled or modified within 24 hours of placement, provided fulfillment has not started. Once an order has entered fulfillment, cancellations are no longer accepted.

9. Returning a Product

Once a return for a defective or damaged item is approved, specific courier collection or return instructions will be provided. The supplier will cover and arrange shipping for confirmed defective or damaged items.

10. Late or Missing Refunds

If a refund has not been received within 14 business days after confirmation:

Check your original bank or payment account again.
Contact your card issuer or bank, as processing times may vary.
Email lavillionshop@gmail.com with your order details if still unresolved.

11. Exchanges & Replacements

Replacements are exclusively provided for confirmed defective, damaged, or incorrect items. Requests for different sizes, colours, or alternative items are classified as change-of-mind and will NOT be accepted.

12. Customer Responsibilities

Review the strict No Change-of-Mind policy before completing a purchase.
Submit defect or damage return requests within the required 5-day window.
Provide valid photo or video evidence along with your order number.

13. Support Contact

For queries regarding damaged, defective, or incorrect products, contact our support team at lavillionshop@gmail.com