RETURN & REFUND POLICY
Effective Date: January 1, 2024
1. 30-Day Return Window
You may return most new, unopened items within 30 days of delivery for a refund or exchange.
2. Return Eligibility
- ✅ Accepted:
- Defective items (e.g., broken hardware, furniture damage)有缺陷的商品（例如，硬件破损、家具损坏）
- Items damaged in transit
- Incorrect product shipped
- ❌ Not Accepted:
- Cosmetic damage (scratches, dents, etc.)
- Items without original packaging
- Assembled or modified furniture
- Opened household consumables (cleaning supplies)
3. Return Shipping Costs
| Reason for Return | Shipping Fee Responsibility |
|---|---|
| Quality issue / Damage | WE COVER |
| Wrong item shipped | WE COVER |
| Change of mind / No defect | Customer Pays |
4. How to Initiate a Return
- Contact us within 30 days:
- Email: [email protected]
- Phone: 216-224-3336 (include order #)
- Ship items:
- We cover shipping: We’ll email a prepaid label.
- Customer pays: Ship to warehouse at your expense (address below).
- Pack securely: Use original box + protective fillers.
5. Refund Process
- Refunds issued within 7–14 days after we receive and inspect the item.
- Original payment method credited (minus return shipping if applicable).
6. Non-Returnable Situations
‼️ No returns accepted for:
- Items with cosmetic flaws (minor scratches, dents, discoloration).
- Products damaged due to misuse or improper assembly.
- Goods returned after 30 days.
7. Important Notes
- Furniture/Hardware Returns: Must be disassembled and packed in original boxes.
- Inspect Deliveries: Report transit damage to the carrier immediately + notify us within 48 hours.
- International Returns: Duties/taxes are non-refundable.
8. Return Address
lilopetstore.com Returns
1200 Sumner Avenue
Cleveland, OH 44115-2851 9. Contact
For urgent returns:
216-224-3336 (Mon–Fri, 9 AM–5 PM EST)
✉️ [email protected]
