Refund policy

Lily & Sol LLC Return, Exchange & Warranty Policy

Last updated: January 1, 2025 (“Effective Date”)

We want all of our customers to love their Lily & Sol products, but sometimes an item you purchase just isn’t what you expected, and we understand. To initiate a return, please email support@lilyandsol.com. In your email, please specify that you would like to initiate a return, which product(s) you are seeking to return, the applicable order number and whether you would prefer a refund to the original form of payment or refund in the form of store credit.

Return Eligibility

We accept returns for refund or store credit up to 30 calendar days from the date of delivery for the order. If 30 calendar days have passed since your order was delivered, unfortunately we will not be able to accept your return. Items returned for refund or store credit must be in new and unused condition. However, if you receive a damaged product or something goes wrong upon your order’s arrival or initial use, please email support@lilyandsol.com and let us know about the issue so we can figure out a solution. To get things started in that case, it is most helpful for you to send a photo and a brief explanation of the issue, and we will reply to you with any further questions as well as instructions for next steps.

“New and unused” condition means the product must not show any signs of use, wear, tear, marks, stains, scuffs, scratches, alterations or damage on any part of the product, including exterior and interior fabric, hardware, or accessories, and must have its original packaging and any uncut hang tags still attached. We understand it can be hard to make purchases like this when you can’t touch or see a bag in person beforehand, so we encourage you to unwrap the bag, look it over and wear it to confirm you feel comfortable with it. However, if you return a bag that is visibly used, worn, dirty, damaged, etc. as noted above, we will not accept the return and the product will be sent back to you. Please also note that for any bags that include a changing mat, for hygiene and sanitation reasons we cannot accept the return if the changing mat packaging and seal are broken. We maintain high quality standards and take great care in inspecting any items returned to us to make sure they are perfect and still in new condition for the next customer.

Only items purchased directly from www.lilyandsol.com are eligible for returns. If you would like to initiate an exchange, it will need to be processed as a return and a new purchase of the item you would like instead of the original. Please note that items receive as gifts are still subject to the 30 calendar day return window. Any items marked as “final sale” are not eligible for returns. Items purchased at a discount of greater than 25% are considered final sale and not eligible for returns.

Return Shipping

Please note that we do not currently offer free returns. Unless the return is due to a product defect or damage upon arrival to you, you will be responsible for the shipping cost for any returns. Shipping costs are non-refundable.

We understand sometimes the color, size or style just isn’t for you once you see it in person, but unfortunately paying for return shipping is just part of the cost of doing business and shopping online, and we appreciate your understanding! If items purchased with Lily & Sol store credit are returned, the cost of return shipping will be deducted from your store credit when crediting back your account.

After confirming your return with support@lilyandsol.com, please ship your product to:

Lily & Sol

Attn: Returns

5020 Clark Rd., #105

Sarasota, FL 34233

Please include a copy of your order receipt/confirmation in the package or we will not be able to process your return. When packing the return, please try to use the same shipping container in which the order was initially delivered. For example, bags should not be crushed or folded into a smaller box, as it may ruin the structure and integrity of the bag and result in a rejected return.

If you are shipping an item or items over $75, we recommend you consider using a trackable shipping service or purchasing shipping insurance. We provide no guarantee or assurance that we will receive your returned item and are not responsible for return items lost in transit. If we do not receive the item, we cannot process your refund.

Return Processing

Once your return is receive and inspected, we will send you an email to notify you that we have received your return and whether it is approved. If you try to return a damaged or visibly used item, we will notify you that the return cannot be processed and the item will be sent back to you.

We aim to process returns quickly, but please allow for up to 7 business days from the date we receive your bag for Lily & Sol to process your return. If you do not receive confirmation in that time that your return has been processed, please reach out to support@lilyandsol.com. Please note that even after the return is processed by Lily & Sol, your bank or card issuer may require additional days to process and post the transaction to your account.

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Lily & Sol LLC Warranty Policy

Last updated: July 15, 2024 (“Effective Date”)

Scope of 1-Year Limited Warranty:

This 1-year limited warranty (the “Warranty”) applies to products sold by Lily & Sol LLC (“Lily & Sol” or “We”) through www.lilyandsol.com (the “Website”) and purchased by customer (“you”). This Warranty only covers for defects as defined below and does not cover products purchased through the Website if used in a manner incompatible with the intended design or use of the product or if the care instructions provided by Lily & Sol with respect to the product are not followed.

Overview of Warranty:

Lily & Sol warrants the products sold to customers (“you”) through the Website against any defects in material and workmanship (“Defects”) as set forth in detail below for a period of one (1) year from the customer’s date of purchase. If applicable state law requires a warranty period longer than set out in this section, the Warranty will be extended for such period of time and to the extent required by such law. For the avoidance of doubt, the period of Warranty is not extended in the case that Lily & Sol repairs or replaces the applicable product. The Warranty provided herein is limited to the value of the applicable product, is subject to change without notice, and only applies within the United States. Lily & Sol may make changes to or cease the availability of this Warranty at its discretion at any time, and any changes will not be applied retroactively to any purchases made prior to the date of such changes.

This Warranty extends to the original purchaser of any Lily & Sol product through the website, or, in the case of a gift, the original recipient of the Lily & Sol product. All Lily & Sol warranties, including any implied warranties, are valid only for the period of time the product is owned by the original purchaser/recipient. A copy of the purchase receipt will be required to determine Warranty applicability.

If defective, the applicable product will be replaced with the same or similar product at the discretion of Lily & Sol, subject to the conditions below.

This Warranty applies only to the following Defects with respect to the product: Manufacturing defects in material and workmanship (e.g., incorrectly attached components; velcro, snap, magnet, zipper or other closures failing; missing components; rips or tears that appear to be due to improper construction);
Handles or straps that are ripped or torn as a result of standard use and are therefore no longer usable;
Zippers that break as a result of standard use and can no longer be opened or closed and are therefore no longer usable;
Fabric tears that result from standard use and render the product non-functional

This Warranty does not cover the following:

“Cosmetic damage” defined as pilling, catches in the fabric, stains, color changes, normal wear and tear, or other non-functional changes in the appearance of the product that occur during normal handling and use of the product by any party, and which do not impair the functionality of the product;
Damage caused by misuse, dangerous activities, accidents, overloading, improper care and cleaning methods, exposure to extreme temperatures or weather which is otherwise inconsistent with the intended use of the product, negligence, or during transit. For example, rain damage in the event a product is not labeled as water resistant or waterproof, or damage caused by an airline which the product is in transit, would not be covered by this Warranty. In the case of damage during transit, the user is responsible for filing a claim with the transit company at the time of the damage;
Chipping of metal, metal plating or any painted elements in or on the product.
Replacement of any non-defective pieces in the product purchased. For example, if a product contains multiple components or pieces and only one component is defective, such an included accessory like a shoulder strap, only the defective component may be replaced as opposed to the entire product. The best approach to fixing or replacing in such instance will be at the discretion of Lily & Sol;
Any products (whether produced by Lily & Sol or not) sold by third parties or resellers and not purchased through the Website;
Products or components that are lost or stolen;
Incidental and/or consequential damage, such as damage to or loss of contents of a product; and
External causes, such as accidents, abuse, or other actions or events beyond our reasonable control including, without limitation, damage caused by pets or fire.

In the event of a Defect, Lily & Sol’s sole and exclusive liability and the customer’s sole remedy under this Warranty will be, in Lily & Sol’s discretion, to provide a replacement product, subject to the fulfillment of the customer’s responsibilities listed below. Please note that due to the passage of time and shifts in inventory, replacement products may be provided in a color or style different from the products originally purchased and there is no assurance, representation, or warranty that any replacement products will be identical to the original or will offer identical functionalities as the product returned to Lily & Sol. In all cases, Lily & Sol will make reasonable efforts to replace any covered product with another in its current inventory that is most similar to the returned/defective item, but the comparability of the replacement product will be determined by Lily & Sol in its sole discretion. For limited edition, discontinued or out-of-stock products covered under this Warranty, Lily & Sol guarantees only the replacement with a product of equal or greater retail value and cannot guarantee replacement of the same limited edition, discontinued or out-of-stock item.

Customer Responsibilities:

In the event of a Defect and in order to get the benefit of this Warranty, you must return your covered product to Lily & Sol and provide proof of the original date of purchase so Warranty coverage can be confirmed. Defective products are required to be returned and must be received before a Warranty claim can be finished processing.

Evidence of a Defect and any claims must be sent to support@lilyandsol.com. Lily & Sol will replace, as applicable, and ship your new product to you after receiving your original defective product. You will not be responsible for any shipping costs associated with return of the defective product or shipping of the replacement product in such circumstances. After contacting the above email, a Lily & Sol customer service representative will ask for any additional information needed (which may include photos of damage), and confirm if the claim of Defect is covered by this Warranty policy. If confirmed such Defect claim is covered, Lily & Sol will email you a return shipping label for you to send back the defective product. You are responsible for providing appropriate and sufficient packing or shipping materials to return the product to the Lily & Sol address below.

Lily & Sol

Attn: Returns

5020 Clark Rd., #105

Sarasota, FL 34238

Please note that replacement products are subject to the same Warranty as the original product for the remaining duration of the original Warranty only. The Warranty period does not “reset” after a replacement product is provided.

THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND LILY & SOL’S ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. LILY & SOL EXPLICITLY DISCLAIMS ALL STATUTORY OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND AGAINST HIDDEN OR LATENT DEFECTS. IF LILY & SOL CANNOT LAWFULLY DISCLAIM STATUTORY OR IMPLIED WARRANTIES, THEN TO THE EXTENT PERMITTED BY LAW, ALL SUCH WARRANTIES SHALL BE LIMITED TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY AND TO REPLACEMENT SERVICE. LILY & SOL’S LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL LILY & SOL UNDER ANY CIRCUMSTANCE BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT. TO THE EXTENT CERTAIN STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE ADDITIONAL RIGHTS UNDER APPLICABLE LAW WHICH ARE NOT AFFECTED BY THIS WARRANTY.

Governing Law:

This Warranty and any action related thereto will be governed by the laws of the State of Florida without regard to its conflict of laws provisions. The exclusive jurisdiction for all disputes between you and Lily & Sol as warrantor will be the state and federal courts located in the State of Florida, and you and Lily & Sol each waive any objection to jurisdiction and venue in such courts.