Refund policy

Laylace — Returns & Refunds

We want you to feel good about your purchase — not just when you order, but when it arrives.

If something isn’t right, we’ll do our best to make it right in a fair and simple way.

Before You Reach Out (Important)

If something isn’t right with your order, we’re here to help.

To resolve things quickly, we may ask for a clear video of the package opening.
This helps us understand the situation and support you better.

If possible, please include:

  • The sealed package with shipping label
  • The full unboxing process
  • All items received
  • A clear view of the issue

This makes it much easier for us to assist you without delays.

✔️ When We Can Help

1. If your order hasn’t arrived

Most orders arrive within the expected timeframe.
If your order is significantly delayed or hasn’t arrived, we’ll step in and help resolve it.

If tracking shows delivered but you haven’t received it,
we may ask for confirmation from your local post office.

2. If your item arrives damaged

We’ll take care of it.

  • Major damage → full refund or replacement
  • Minor issues → partial refund where applicable

Please contact us within 15 days of delivery with:

  • Opening video
  • Clear photos of the issue

3. If you receive the wrong item or something is missing

We’ll fix it as quickly as possible.

Depending on the situation, we may:

  • Send a replacement
  • Offer a refund (full or partial)

4. Order cancellations

You can cancel your order for a full refund before it has been processed for shipping.

❌ When Returns Aren’t Accepted

To keep things fair, we’re unable to offer refunds or returns for:

  • Change of mind
  • Incorrect size, color, or variant selected
  • Minor variations already mentioned on the product page
  • Incorrect or incomplete shipping address
  • Missing package opening video

🔄 Returns (If Required)

In some cases, we may request the item to be returned.

If so:

  • We’ll guide you through the process
  • Items must be unused, with original packaging
  • Return instructions will be shared by our team

💳 Refund Timeline

Once approved:

  • Refund processing: 5–10 business days
  • Bank/provider processing: 5–10 additional days

🌍 International Orders

Customs duties or import taxes (if applicable) are the responsibility of the customer and are not refundable.

📩 How to Request a Return or Refund

Please email us at:

support@laylace.com
Subject: Return Request — Order #XXXX

Include:

  • Your order number
  • Video & Clear photos
  • A short description of the issue