Refund policy

Li & Li Couture – Returns, Repairs, Refunds & Order Policy

1. Acceptance of Terms

By placing an order with Li & Li Couture, the customer confirms that they have read, understood and agreed to this policy. Every garment is handcrafted and many products are made-to-order or customised. Minor variations are an inherent characteristic of handcrafted products and shall not be considered defects.

2. Return & Refund Eligibility

A return or refund request will only be considered where:

An incorrect product has been delivered.
The product has a major manufacturing defect that substantially affects its intended use.
The delivered product materially differs from the confirmed order.

All requests are subject to inspection and approval by Li & Li Couture.

3. Non-Returnable Items

The following are not eligible for return, refund or exchange:

Custom-made, personalised or made-to-order products.
Sale, clearance or promotional items.
Products that have been worn, used, washed, altered or damaged after delivery.
Products returned without original tags and packaging.
Requests based on change of mind, personal preference, colour preference, fit preference, design preference or an event having passed.
Minor variations in colour, embroidery, embellishments, lace, print placement, fabric texture or measurements that are inherent to handcrafted products.
Variations caused by lighting, photography, screen settings, fabric dye lots or packaging wrinkles.

4. Repairs & Workmanship

Li & Li Couture reserves the right to provide repair or rectification instead of replacement or refund where the reported concern is repairable without affecting the functionality, durability or overall appearance of the garment.

Examples include, but are not limited to:

Loose or protruding pearls, beads, sequins or embellishments.
Minor stitching corrections.
Decorative element replacement.
Finishing adjustments.

Repair of a workmanship issue shall not by itself constitute grounds for cancellation, return or refund.

5. Reporting a Concern

Any manufacturing concern must be reported within 48 hours of delivery by emailing support@liandli.in with:

Order Number
Clear photographs
An unedited parcel opening video

Claims reported after 3 calendar days from delivery will not be considered.

6. Inspection & Resolution

Every returned product will be inspected by our Quality Control team.

Based on technical inspection, Li & Li Couture will determine whether the concern is:

A manufacturing defect;
A repairable workmanship issue; or
Not a manufacturing defect.

The appropriate remedy may include repair, rectification, replacement of affected components or replacement of the product, depending on the nature of the issue.

7. Shipping

Where Li & Li Couture confirms an approved manufacturing defect or repair, domestic return shipping charges will be borne by Li & Li Couture.

International shipping charges, customs duties and taxes are non-refundable.

8. Order Cancellation

Orders may be cancelled within 24 hours of placement, subject to deduction of applicable payment gateway charges.

Orders that have entered production, customisation or dispatch cannot be cancelled.

9. Customer Responsibilities

Customers are responsible for:

Reviewing product descriptions, size charts and policies before placing an order.
Providing accurate measurements and complete customisation requirements before confirming the order.
Verifying all customisation details before making payment.

Changes requested after production has commenced cannot be guaranteed and may incur additional charges.

10. Customer Conduct

Li & Li Couture is committed to providing respectful and professional customer service.

We reserve the right to refuse future orders, cancel pending orders or discontinue service where there is evidence of:

Repeated policy misuse.
Fraudulent or false claims.
Chargeback abuse.
Abusive, threatening or offensive behaviour towards our staff.
Repeated unreasonable demands outside the scope of our published policies.

11. Public Statements & Reputation

Customers are encouraged to contact Li & Li Couture directly to resolve any concerns.

Li & Li Couture reserves all legal rights in respect of knowingly false, misleading or defamatory statements or content that may unlawfully damage the reputation of the company or its employees.

12. Force Majeure

Li & Li Couture shall not be responsible for delays or failure to perform its obligations due to events beyond its reasonable control, including but not limited to natural disasters, transport disruptions, strikes, government restrictions, pandemics, supplier delays or other unforeseen circumstances.

13. Governing Law

These Terms shall be governed by the laws of India. Subject to applicable law, any dispute arising from purchases made from Li & Li Couture shall be subject to the jurisdiction of the competent courts in Thrissur, Kerala.

14. Final Decision

Li & Li Couture reserves the right to determine the appropriate resolution for any reported concern after inspection of the product. The remedies offered under this policy shall be proportionate to the nature of the verified issue and consistent with applicable consumer protection laws.