Returns and Exchange Policy

White Lilly offers its customers an ’Easy return and exchange policy’, wherein you can raise a return/exchange request of a product within 24 hours of its delivery. You can file the return/exchange only in case of damaged/missing/wrong product.

Kindly note that parcel unboxing video is mandatory.

Step 1: Contact us via the email at info@whitelilly.co.in within 24 hours of receiving the order.
Step 2: Provide us with your order ID details. Kindly send a video / images of unboxing videos with the invoice for our reference.
Step 3: You will have to ship the products within 2-4 business days to our registered address. We will initiate the replacement process once the products is received in their original packaging with their seal, labels and barcodes intact.

Note: If in case replacement is not available due to non-availability of stock, then we will refund you the amount as per invoice.

The free gift if included as a part of the item order, needs to be returned along with the originally delivered product.

In case of one or more defective products in your order, please register a single complaint as the return/replacement will be arranged only once.

A return/exchange can be created at item level and if you have ordered multiple items, you can initiate a return/exchange for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

Returns will not be accepted under the following conditions:

Product is physically damaged
Used or open sealed products
In case you change your mind (not liking or not required)
Returned without original packaging including, shipping box, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Defective products that are not covered under Seller/Manufacturer’s warranty
Product is used or altered
If request is initiated after 24 hours of order delivery
Free product provided by brand
Products included in the Kit/Set/Combos are not individually eligible for returns or replacement. It will be replaced as a whole only in case of damage or defect.
All Products under Sale or Clearance Section are not eligible for returns or replacement unless an item is received in a damaged/defective condition or you have been sent a wrong product.

Unboxing video requirements:

For any claim or issue with your order, an unboxing video is mandatory. Without it, we cannot resolve complaints regarding missing, damaged, or wrong products. Steps to follow:

1. Before accepting delivery – Inspect the package. If tampered, take a picture, reject it, and share the photo with your order details with us by visiting https://swissbeauty.in/pages/contact
2. While recording (360° unboxing) –Record an uncut video of the package in good lighting—showing the full package, shipping label, a 360° view, the opening process, and all products inside clearly.
3. If damaged or wrong items – Show close-ups of the issue and the shipping label in the same video.

Note: Video must be continuous and without cuts/pauses

Cancellation policy

An order can be cancelled only if has not been shipped yet. In case you change your mind, you can cancel the product within 2 hrs of order placement. You can contact us via the form at info@whitelilly.co.in with reasons of cancellation or call us at +917838434505 (Mon – Fri: 10 am to 6 PM), and we will help you in cancelling the order.

Once you request the cancellation of item(s) in your order, it will take us a maximum of 24 hrs to cancel the order. You will be notified of the same by email.

In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse (Applicable only in the case where you have raised the cancelation request within 2 hours of order placement)

Note: Any single product in the kit/set cannot be replaced or returned.