Luxe Lil / LUXE LIL MODE ENTERPRISE
Effective Date: 10 September 2026
Last Updated Date: 10 September 2026

1. Introduction

This Refund, Return & Cancellation Policy explains the circumstances in which customers may cancel an order, return a product, request an exchange, or receive a refund when purchasing products from Luxe Lil. Luxe Lil sells physical children’s clothing, including Mini Ankara pieces, trendy kidswear, and everyday essentials. We aim to provide accurate product information, sizing details, product photographs, pricing, and order information so customers can make informed purchasing decisions.

This Policy should be read together with our Terms & Conditions, Privacy Policy, Cookie Policy, Shipping & Delivery Policy, Disclaimer, Account & Data Deletion Policy, and Acceptable Use Policy. Nothing in this Policy is intended to remove or restrict any consumer right that cannot legally be excluded under applicable law.

For customers in Ghana, applicable consumer and sale-of-goods rights may include rights arising under the Sale of Goods Act, 1962 (Act 137) and other applicable Ghanaian laws.

For customers in Nigeria, applicable consumer rights may include protections under the Federal Competition and Consumer Protection Act, 2018 and other applicable Nigerian laws.

2. Order Cancellation Before Dispatch

You may request cancellation of an order before it has been dispatched.

Cancellation requests should be submitted as soon as possible and should include:

  • Customer name;
  • Order number;
  • Contact information; and
  • Reason for cancellation, where reasonably necessary.

A cancellation request does not automatically guarantee cancellation. If an order has already been processed, packed, handed to a delivery provider, or dispatched, we may be unable to cancel it before delivery. Where cancellation is successfully accepted before dispatch, any eligible refund will generally be processed using the original payment method or another appropriate method permitted by the payment provider.

3. Cancellation After Dispatch

Once an order has been dispatched, it may no longer be possible to cancel it directly. If you no longer want the product after dispatch, you should contact Luxe Lil and follow the applicable return procedure.

Customers should not intentionally refuse delivery simply to obtain a refund where the order is otherwise valid. Any return or refund resulting from a refused delivery may be subject to the applicable return and delivery conditions.

4. Returns and Exchanges

A customer may request a return or exchange where the product is eligible under this Policy and applicable law.

To be considered for a return or exchange, products should generally:

  • Be unused;
  • Be unworn;
  • Be unwashed;
  • Not have been altered;
  • Not be damaged by the customer;
  • Have original tags attached where applicable;
  • Be returned with original packaging where reasonably required; and
  • Be accompanied by the relevant order information.

Certain products may be subject to additional return conditions where this is clearly stated before purchase.

5. Incorrect, Damaged or Defective Products

If you receive:

  • The wrong product;
  • The wrong size due to a fulfilment error;
  • A materially different product from the one ordered;
  • A product that arrives damaged; or
  • A product with a manufacturing or other qualifying defect,

please contact Luxe Lil as soon as reasonably possible after delivery.

We may request photographs or other reasonable evidence to help us assess the issue.

After reviewing the claim, Luxe Lil may, where appropriate:

  • Replace the product;
  • Provide an exchange;
  • Repair the product where reasonably possible;
  • Provide a refund; or
  • Offer another appropriate remedy.

Nothing in this section limits any mandatory consumer rights available under applicable Ghanaian or Nigerian law.

6. Size Selection and Customer-Selected Sizes

Customers are responsible for selecting the appropriate size using the size information provided on the website. Before completing an order, please carefully review the available size guide, measurements, product description, and any product-specific sizing information.

A customer-selected size that does not fit may not automatically qualify as a defective or incorrect product. Where Luxe Lil offers size exchanges, the exchange will be subject to product availability and the applicable return conditions. If Luxe Lil sends a different size from the size ordered due to a fulfilment error, the issue will be assessed as an incorrect-item claim.

7. Product Colour, Prints and Design Variations

Children’s clothing, particularly African-print and Ankara products, may have reasonable variations in:

  • Colour;
  • Pattern placement;
  • Fabric print positioning;
  • Texture;
  • Stitching;
  • Embroidery;
  • Decorative details; and
  • Appearance under different lighting.

Colours displayed on a computer, smartphone, tablet, or other screen may also differ slightly from the physical product. Minor variations that do not materially change the nature, quality, or principal characteristics of the product will generally not be treated as defects.

8. Products That Have Been Worn, Washed or Altered

For hygiene, resale, and product-quality reasons, Luxe Lil may refuse a return where a product has been:

  • Worn;
  • Washed;
  • Ironed improperly;
  • Altered;
  • Repaired without our approval;
  • Stained;
  • Damaged;
  • Exposed to strong fragrances or chemicals; or
  • Otherwise returned in a condition that prevents reasonable resale.

Customers should inspect products before wearing, washing, altering, or modifying them.

If a product appears defective or incorrect, please contact us before taking any action that could affect our ability to assess the original condition.

9. Return Timeframe

Where returns are accepted under this Policy, customers should contact Luxe Lil within the applicable return period communicated at the time of purchase or through the relevant order information.

The applicable return period may depend on:

  • The type of product;
  • The reason for the return;
  • Whether the product is defective or incorrect;
  • The delivery location;
  • Applicable consumer law; and
  • Any specific return terms communicated before purchase.

Customers should not assume that every product has the same return period.

10. Refund Eligibility

A refund may be considered where:

  • Luxe Lil cancels an order because the product is unavailable;
  • A duplicate payment has been successfully verified;
  • A payment was processed incorrectly;
  • Luxe Lil is unable to fulfil a confirmed order;
  • A qualifying defective product is returned;
  • The wrong product was supplied by Luxe Lil;
  • A qualifying delivery or fulfilment problem occurs; or
  • Another refund entitlement exists under applicable law.

Refund eligibility is determined based on the individual circumstances of the order and the applicable legal requirements.

11. Non-Refundable or Generally Ineligible Situations

Subject to mandatory consumer rights, a refund may generally not be available where:

  • The customer changes their mind after purchasing;
  • The customer selected the wrong size;
  • The customer ordered the wrong colour or product;
  • The customer does not like the product after receiving it despite it matching the description;
  • The product has been worn or washed;
  • The product has been altered or damaged by the customer;
  • The customer fails to follow the return instructions;
  • The customer cannot provide sufficient order information to verify the purchase; or
  • The return request is made outside the applicable return period.

These exclusions do not apply where applicable law gives the customer a mandatory right to a refund, replacement, repair, cancellation, or another remedy.

12. Refund Processing

Once a refund has been approved, Luxe Lil will initiate the refund using the original payment method where reasonably possible.

The time taken for the refunded amount to appear in the customer’s account may depend on:

  • The payment provider;
  • The customer’s bank;
  • The card network;
  • Mobile-money provider;
  • Financial institution processing times; or
  • Other third-party payment arrangements.

Luxe Lil does not control the processing time of external financial institutions.

We will not request a customer’s card PIN, banking password, CVV/CVC, OTP, or other confidential payment credentials in order to process a legitimate refund.

13. Payment Security and Refund Fraud Prevention

Luxe Lil may verify an order, payment, refund request, or customer’s identity before processing a refund.

We may delay or reject a refund request where we reasonably suspect:

  • Fraud;
  • Duplicate claims;
  • Unauthorised payment activity;
  • Account misuse;
  • False or manipulated evidence;
  • Abuse of refund procedures; or
  • Other unlawful activity.

Subject to verification of Luxe Lil’s actual payment configuration, we do not store customers’ debit or credit card numbers, CVV/CVC security codes, or card PINs on our own servers. Payment information may be processed by authorised payment service providers using their applicable security systems. Luxe Lil will not ask customers to disclose their card PIN, banking password, or OTP through email, social media, or messaging applications.

14. Duplicate Payments

If you believe you have been charged more than once for the same order, please contact Luxe Lil with the relevant order and transaction information. We will review the payment records and, where a duplicate payment is verified, arrange an appropriate refund. A temporary authorisation or pending transaction displayed by a bank or payment provider does not necessarily mean that two successful payments have been completed.

15. Promotional and Discounted Orders

Products purchased using promotional discounts, coupons, special offers, bundle pricing, or other promotional arrangements may be subject to specific return and refund conditions communicated at the time of purchase. A promotional price does not automatically remove mandatory consumer rights.

Where an eligible refund is approved, the refund may be calculated based on the amount actually paid for the returned product rather than the product’s undiscounted price.

16. Gift Orders

Where a product is purchased as a gift, the original purchaser may generally remain responsible for the payment and order relationship. Refunds may normally be issued to the original payment method unless another arrangement is legally required or expressly agreed. Gift recipients requesting an exchange should provide sufficient information to verify the relevant order.

17. Delivery-Related Returns

If an order cannot be delivered because of an incorrect or incomplete address supplied by the customer, additional delivery or return charges may apply where permitted by applicable law. If a delivery fails because of an issue attributable to Luxe Lil or its fulfilment arrangements, we will assess the circumstances and provide an appropriate solution. Further delivery rules are explained in our Shipping & Delivery Policy.

18. Chargebacks and Payment Disputes

Customers are encouraged to contact Luxe Lil before initiating a payment dispute where the issue concerns an order, refund, delivery, or product. We may provide transaction and order information to the relevant payment provider or financial institution when responding to a legitimate chargeback or payment dispute.

Nothing in this section prevents a customer from exercising a lawful right to dispute an unauthorised or fraudulent transaction.

19. Fraudulent or Abusive Refund Claims

Luxe Lil may investigate refund requests where there are reasonable indications of fraud or abuse.

Examples may include:

  • Repeated false claims that products were not delivered;
  • Returning different products from those purchased;
  • Manipulating product condition;
  • Providing falsified photographs or information;
  • Repeatedly exploiting promotional refund arrangements; or
  • Using stolen or unauthorised payment methods.

Where permitted by law, Luxe Lil may restrict or refuse future transactions associated with fraudulent or abusive activity and may take appropriate legal or security measures.

20. Exceptional Circumstances

There may be circumstances where Luxe Lil cannot fulfil an order because of events outside our reasonable control, including:

  • Natural disasters;
  • Serious public emergencies;
  • Transport disruptions;
  • Major courier failures;
  • Government restrictions;
  • Significant supply-chain disruption;
  • Fire or other serious operational incidents; or
  • Other events that materially prevent fulfilment.

Where such circumstances affect an order, Luxe Lil will communicate available options and, where appropriate, provide rescheduling, replacement, cancellation, or refund arrangements in accordance with applicable law.

21. Corporate or Bulk Orders

Corporate, institutional, bulk, customised, or specially produced orders may be subject to separate written terms agreed before purchase. Because such orders may involve special quantities, materials, sizing, production arrangements, or customisation, cancellation and refund conditions may differ from standard retail orders. Any mandatory consumer protections that apply by law will remain unaffected.

22. Children’s Products and Returns

Luxe Lil takes particular care with products intended for children. Parents and guardians should inspect clothing before allowing a child to wear it and should follow any applicable care, washing, sizing, and product instructions.

If a parent or guardian identifies a safety concern, defect, incorrect product, or other significant issue, they should stop using the product and contact Luxe Lil promptly. A product that has been damaged through ordinary use, misuse, improper washing, alteration, or failure to follow care instructions may not qualify as defective.

23. How to Request a Return or Refund

To request a return, exchange, cancellation, or refund, contact Luxe Lil with:

  • Your full name;
  • Order number;
  • Product name;
  • Date of purchase;
  • Reason for the request;
  • Relevant photographs where appropriate; and
  • Any other information reasonably required to assess the request.

Do not send payment-card passwords, PINs, CVV/CVC codes, OTPs, or other confidential financial credentials with your request. We may provide further instructions regarding return packaging, delivery arrangements, inspection, replacement, or refund processing.

24. Legal Consumer Rights

This Policy is not intended to exclude, restrict, or reduce rights that customers cannot legally waive.

For Ghanaian transactions, applicable rights may arise under Ghanaian consumer and sale-of-goods legislation, including the Sale of Goods Act, 1962 (Act 137).

For Nigerian transactions, applicable rights may arise under the Federal Competition and Consumer Protection Act, 2018 and other applicable Nigerian laws.

Where mandatory law provides a customer with a greater right than this Policy, the mandatory legal requirement will apply.

25. Changes to This Policy

Luxe Lil may update this Refund, Return & Cancellation Policy when our products, return procedures, payment methods, delivery arrangements, business practices, or legal obligations change. The updated Policy will include a revised Last Updated Date. Customers should review the applicable Policy before placing an order.

26. Contact Us

For questions regarding cancellations, returns, exchanges, refunds, damaged products, incorrect orders, or payment issues, please contact us:

Company Name: LUXE LIL MODE ENTERPRISE
Website: luxelil.com
Info Email: info@luxelil.com
Support Email: support@luxelil.com 

Ghana Address: GA-440-7578, House Number B379/3, Oblayoo Street, Near Shukura Market, Shukura, Accra, Greater Accra, Ghana

Nigeria Address: Flat B, Block 379, Road 36, FHA Phase 3, Kubwa, FCT, Nigeria