Last updated: July 15, 2025
Thank you for shopping at lillybou.com. We hope you love our Nirvan Surfer Soap. However, if you’re not completely satisfied with your purchase, we’re here to help—within the legal and hygienic guidelines set for cosmetic and personal care products.
🧴 Product Type
Our product, Nirvan Surfer Soap, is a natural cosmetic and personal care item, which falls under EU hygiene and health protection regulations. This affects the return eligibility once the product has been opened.
✅ Return & Refund Eligibility
You have the right to request a return within 14 days of receiving your order, in accordance with EU consumer regulations.
To be eligible for a return:
- The item must be unused, unopened, and in the same condition you received it
- It must be sealed in its original packaging
- You must contact us before sending anything back—we do not accept unsolicited returns
Opened or used soap bars are non-returnable for hygiene reasons, unless they are faulty or damaged on arrival.
🚫 Non-Returnable Items
The following cannot be returned or refunded:
- Used or unsealed soap bars
- Products returned without original packaging
- Custom or promotional gift sets
- Items returned more than 14 days after delivery
- Sale or clearance items
🔄 Exchanges
We only replace products if they are defective, damaged in transit, or incorrect. If this applies to you, email hello@lillybou.com within 14 days of delivery with your order number and photos if applicable.
💸 Refund Process
- Email hello@lillybou.com to request a return.
- We’ll review your request and, if approved, send return instructions.
- Once we receive and inspect the returned item (unopened, unused), we’ll notify you of the refund decision.
- Approved refunds are processed back to your original payment method within 14 business days.
📦 Return Shipping
- Customers are responsible for return shipping costs unless the product was faulty or delivered incorrectly.
- Returned items remain your responsibility until delivered to our return facility. We recommend using tracked delivery.
Do not send returns to our business registration address. Return address will be provided after your request is approved.
👀 Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank or PayPal account
- Contact your card provider—it may take time for the refund to appear
- If still unresolved, email us at hello@lillybou.com
🎁 Gift Returns
If you received Nirvan Surfer Soap as a gift and the item was marked as a gift at checkout, you may request a return or an exchange if it’s eligible under the policy. Refunds for gifts will be issued as store credit.
❓ Questions?
If you have any questions about our soap return and refund policy, just reach out:
We’re always happy to help —no matter what.