BUYER PROTECTION, REFUND & RETURNS POLICY

Last Updated: 09-June-2026

1.1 BUYER PROTECTION POLICY

1.1.1 Coverage

Buyer Protection applies only in the following cases:

  • Product not delivered within the agreed timeframe
  • Wrong item delivered (not matching order description)
  • Product received damaged or non-functional

All claims must be supported with valid evidence such as photos, videos, or delivery confirmation records.

1.1.2 Escrow Protection

All customer payments are securely held in escrow and released only when:

  • The order is successfully delivered and confirmed by the buyer, or
  • The dispute window expires without any active claim

This ensures secure transactions for both buyers and sellers.

1.1.3 Dispute Handling

Buyers may raise a dispute within 14 days from the date of delivery

All disputes must be submitted via:

The Platform may request supporting evidence from both buyer and seller, including product images, packaging condition, and order details.

The Platform acts as a neutral mediator and reviews all evidence before making a decision. The final decision is binding within the Platform system.

1.1.4 Resolution Outcomes

Based on case review, the Platform may issue:

  • Full refund
  • Partial refund
  • Replacement product (if available)
  • Claim rejection (if evidence is insufficient or invalid)

1.1.5 Limitations of Buyer Protection

Buyer Protection does not apply in the following cases:

  • Change of mind or personal preference
  • Incorrect selection of size, color, model, or variant by the buyer
  • Minor variations in color, packaging, or appearance not affecting functionality
  • Damage caused by misuse, improper handling, or unauthorized modification
  • Claims submitted after the 14-day dispute period

1.1.6 Product Compliance & Legal Responsibility

LilBay operates as a marketplace platform and does not independently guarantee that products comply with all local laws, import regulations, or certification requirements in every jurisdiction.

Buyers are solely responsible for ensuring that purchased products are legal for import, ownership, resale, and use in their country, including compliance with safety standards, licensing requirements, and local operational restrictions.

LilBay is not liable for misuse, improper handling, or legal non-compliance, except where required under applicable law.

1.2 REFUND & RETURNS POLICY

1.2.1 Eligibility for Refunds

Refunds or returns may only be approved if:

  • Product is damaged on arrival
  • Incorrect item delivered
  • Product is not as described

1.2.2 Refund Request Timeline

All refund requests must be submitted within 14 days of delivery.

Requests submitted after this period will not be accepted.

Refund requests must be sent to:

1.2.3 Product Condition Requirement

To be eligible for refund or return:

  • Product must be unused
  • Product must be returned in original packaging and condition
  • Any signs of usage may void refund eligibility

1.2.4 Return Shipping Responsibility

  • The buyer is responsible for return shipping unless otherwise stated
  • Return shipment must be completed within the timeframe provided during dispute resolution

1.2.5 Platform vs Seller Responsibility

  • Dropshipping orders → Managed and processed by LilBay (Platform)
  • Marketplace seller orders → Managed by the seller under Platform supervision

1.2.6 Refund Processing

Approved refunds will be processed after verification (if return is required).

Refunds may be issued as:

  • Original payment method
  • Platform wallet/credit (where applicable)

Processing time depends on payment provider timelines.

1.2.7 Fraud & Abuse Prevention

The Platform reserves the right to:

  • Reject fraudulent or abusive refund claims
  • Request proof (photos, videos, tracking data) before approval
  • Restrict or suspend users involved in repeated abuse of the system